Naujų paslaugų garantijos planavimas

Abstract

Service companies have been using service guarantees to attract customers and build customer loyalty. A service guarantee is an explicit commitment to the customer concerning all or part of the service process, generally including compensation for the customer if the commitment is not honoured. The design of service guarantees is a rarely debated issue on the practical and scholarly areas. Offered pattern for new services guarantees designing consist of 3 components: purposefulness determining for guarantees designing, specifying sequence of procedures, personality preparing for new service delivering with guarantees. There are argued and clarified all components in the article. Using of this pattern will help service companies to solve problem about guarantees’ purposefulness and describe the ways for right development of new service guarantees.