Describe the Role of Service Guarantees from the Marketing and the Operations

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The Answer is Service guarantees are discussed on pages 233-234 of the text.Briefly, the marketing perspective is that a service guarantee is an aid to get customers to try the service.To the extent that the guarantee is something that competitors do not offer, it can be a differentiating factor; however, the differentiation may be ethereal because a service guarantee may also be fairly easily copied by a competitor.From an operational perspective, the service guarantee can be an improvement tool and a key point of emphasis at the design stage that focuses on those things that must be done exceptionally well to deliver on the guarantee and satisfy the customer.

Describe the Role of Service Guarantees from the Marketing and the Operations

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