Product warranties and post‐purchase service: a model of consumer satisfaction with complaint resolution

Focuses on a group of unsatisfied carpet owners. Examines the roles of the carpet warranty and the post‐purchase service received during the complaint process in terms of their effects on customers′ satisfaction with complaint resolution. Presents some suggestions for customer service policies, complaint handling procedures, and warranty fulfilment service.

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Year of publication:	1993
Authors:	Halstead, Diane ; Dröge, Cornelia ; Bixby Cooper, M.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 7.1993, 1, p. 33-40
Publisher:	MCB UP Ltd
Subject:	Consumer attitudes \| Consumer protection \| Marketing \| Service \| Warranties

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049310026088 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905491