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Understanding Consumer Response to Service Guarantees

Authors
Journal
The Electricity Journal
1040-6190
Publisher
Elsevier
Publication Date
Volume
12
Issue
8
Identifiers
DOI: 10.1016/s1040-6190(99)00072-x

Abstract

Abstract Because service guarantees make utilities' implicit commitments to their customers explicit, they may be at best redundant and at worst counterproductive—particularly where a competitive market works to ensure responsiveness to customers.

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