Questions 13-16 are based on the following passage.

    Seeking a competitive advantage, some professional service firms (for example, firms providing advertising, accounting, or health care services) have considered offering unconditional guarantees of satisfaction. Such guarantees specify what clients can expect and what the firm will do if it fails to fulfill these expectations. Particularly with first-time clients, an unconditional guarantee can be an effective marketing tool if the client & very cautious, the firm's fees are high, the negative consequences of bad service are grave, or business is difficult to obtain through referrals and word: of mouth,

    However, an unconditional guarantee can sometimes hinder marketing efforts. With its implication that failure is possible, the guarantee may, paradoxically, cause clients to doubt the service firm's ability to deliver the promised level of service. t may conflict with a firm desire to appear sophisticated, or may even suggest that a firm is begging for business. In legal and health care services, it may mislead. clients by suggesting that lawsuits or medical procedures will have guaranteed outcomes. Indeed, professional er vice firms with outstanding reputations and performance to match have little to gain from offering unconditional guarantees. And any firm that implements an unconditional guarantee without undertaking a commensurate commitment to quality of service is merely employing a potentially costly marketing gimmick.


Which of the following is cited the passage as a goal of some professional service firms in offering unconditional guarantees of satisfaction?