Designing Service Guarantees With Construal Fit: Effects of Temporal Distance on Consumer Responses to Service Guarantees

Content Provider	Semantic Scholar
Author	Jin, Liyin He, Yanqun
Copyright Year	2013
Abstract	This article examines the influence of temporal distance on consumer responses to different types of service guarantees. Four studies revealed that the effectiveness of service guarantees depends on whether their elements match the time frame of consumer purchase decisions. Full-satisfaction guarantees more strongly influence decisions in the distant future, while attribute-specific guarantees more strongly influence decisions in the near future. Combined guarantees are as effective as attribute-specific guarantees for temporally close consumer decisions, but less effective than full-satisfaction guarantees for temporally distant decisions. Attribute-specific guarantees that are easy to invoke are more persuasive for purchases in the near future, while full-satisfaction guarantees with high compensation are more effective for purchases in the distant future. The finding that the construal fit between guarantee elements and the purchase time frame significantly enhances a guarantee’s effectiveness contribu...
Starting Page	202
Ending Page	215
Page Count	14
File Format	PDF HTM / HTML
DOI	10.1177/1094670512468330
Volume Number	16
Alternate Webpage(s)	http://homepage.fudan.edu.cn/jinliyin/files/2015/11/SG_JSR2013.pdf
Alternate Webpage(s)	https://doi.org/10.1177/1094670512468330
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article