Key Repair Service Factors for Consumer Durable Goods

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.