Consumer Perceptions of Warranty Service Performance

Richard F. Beltramini and Kenneth R. Evans

Entrepreneurship Theory and Practice, 1984, vol. 9, issue 2, 11-16

Abstract: In a national study, consumers revealed significant differences between what they feel they should ideally be able to expect in the way of warranty service performance on major durables and what they have actually experienced. Further, results indicate the largest discrepancy between these ideal versus actual perceptions exists with salesperson involvement. Managerial implications for small businesses are discussed.

Date: 1984
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Persistent link: https://EconPapers.repec.org/RePEc:sae:entthe:v:9:y:1984:i:2:p:11-16

DOI: 10.1177/104225878400900202

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