服務保證

服务保证是指企業向客戶提供的產品和服務時所做出的質量的承諾，企业一旦出現無法兌現所承諾的保證產品和服务質量的情况，客户有权要求企業做出一种或多种形式的补偿，例如退款或免費更換Dwayne D. Gremler, "Twenty Years of Service Guarantee Research," Journal of Service Research, 11, No. 4, 2009, 322–343.Christopher Lovelock and Jochen Wirtz (2011), Services Marketing: People, Technology, Strategy. 7th ed., Upper Saddle River, New Jersey: Prentice Hall, 626 pp, 。

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Category:企業