Although many service organisations have committed resources to developing service guarantee programmes, empirical research assessing their influence of consumers' post purchase evaluations is limited. This thesis addresses this deficiency in the guarantee literature by adapting and extending an established model of perceived justice and consumer satisfactionto the service guarantee context
Notes
Submitted to the School of Management and Marketing of the Faculty of Business and Law, Deakin University
Thesis (Ph.D.)--Deakin University, Victoria, 2009
Bibliography
Includes bibliographical references (leaves 246-280)
