Understanding Consumer Response to Servi
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Earl L. Taylor; John M. Cole
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Article
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1999
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Elsevier Science
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English
β 310 KB
s energy utilities deregulate and prepare for competition, many are beginning to adopt some version of a service guarantee. Typically these guarantees take the form of a cash or credit payment to customers when specified levels of service are not met by the company. For example, if service is not re