A longitudinal study of the effect of a service guarantee on service quality

Julie M. Hays, Arthur V. Hill

Research output: Contribution to journalArticlepeer-review

46 Scopus citations


This paper develops a theoretical framework that relates a service guarantee to service quality. The framework hypothesizes that a service guarantee can positively affect service quality through its positive effect on both learning through service failure and employee motivation and vision. A longitudinal, empirical study was conducted to test these hypotheses. Surprisingly, the service guarantee was not found to have a direct effect on learning through service failure. However, the service guarantee clearly had a positive effect on service quality primarily through its positive effect on employee motivation and vision. The research strongly supports using a service guarantee to improve service quality.

Original languageEnglish (US)
Pages (from-to)405-423
Number of pages19
JournalProduction and Operations Management
Issue number4
StatePublished - 2001


  • Complaint Management
  • Customer Satisfaction
  • Empirical Research
  • Service Guarantees
  • Service Recovery


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