Tjänstegarantier

Sammanfattning

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.