Tjänstegarantier
en fallstudie inom tandvården
The purpose of this study was to illuminate dentists? work with guarantees. A case study was performed by personal interviews with dentists from both private and public sector. The result showed how dentists work with guarantees and how they motivate their guarantee obligations. We found that service guarantees? shaping and application should be simple and obvious. The guarantees should also be reasonable in relation to the situation. Furthermore we found that the purpose with service guarantees is to create safety and satisfaction for the customers which can increase the customer loyalty. The guarantees also compel the dentists to become more aware of their service quality to avoid future problems.