Key Repair Service Factors for Consumer Durable Goods

Author:

Adler Lee1,Hlavacek James D.2

Affiliation:

1. Fairleigh Dickinson University.

2. Marketing Area Chairperson, Graduate School of Management, Case Western Reserve University.

Abstract

The authors present the findings of a field study that identified the relative importance of five characteristics commonly used by consumers to assess repair service for selected durable goods. The results show that as the price paid for various durable products increases, the quality of repair service replaces the cost of repair service as the most important repair service characteristic. The findings have important implications for the operational and promotional efforts of durable goods manufacturer-dealer service organizations.

Publisher

SAGE Publications

Subject

Marketing,Economics and Econometrics,Business and International Management

Reference4 articles.

1. Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance

2. OgdenWilliam F. Securing and Using Psychological Information. New York: McGraw-Hill Book Company, 1965, 341.

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