Abstract
Empirically evaluates a model of service guarantees by addressing the impact of a service guarantee on consumers satisfaction evaluations. Proposes a model suggesting that the differentiating and signaling properties of a guarantee can influence service provider satisfaction and that a service guarantee may capitalize on the coproduction nature of services to increase consumer selfsatisfaction and overall satisfaction. Finds empirical support that a guarantee can influence postconsumption evaluations, even in the absence of service failure and the guarantee being invoked, and therefore suggests that a service guarantee may influence consumer satisfaction even if the service is already highly reliable.