1 mai 2004
Brigitte Auriacombe et al., « Garanties de service : la théorie à l'épreuve de la pratique », HAL-SHS : économie et finance, ID : 10670/1.yprqhf
In 1988, Hart first started investigating service guarantees, describing the objectives and characteristics of what he named the unconditional service guarantee. This article compares this ideal theoritical model with the practices of service companies in terms of guarantees. The analysis concerns 56 guarantees currently designed in 7 different countries.