Guarantees come to professional service firms.
Can lawyers, doctors, investment bankers, accountants, and consultants guarantee their work? Your money back if not absolutely delighted? Some professional service firms are doing exactly that, and they believe they are gaining not only satisfied customers but higher market share and improved service quality. The authors discuss the benefits and risks of unconditional and more limited guarantees. Firms that address this issue proactively now, they argue, will be less likely to rush into poorly considered guarantees later.
Hart
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Schlesinger
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Maher
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D003132:Commerce / Q000191:economics / Q000592:standards*; D003258:Consumer Behavior; D003362:Cost-Benefit Analysis / Q000379:methods; D003659:Decision Making, Organizational; D004991:Ethics, Institutional; D011357:Product Line Management / Q000191:economics / Q000592:standards; D011786:Quality Control; D014481:United States