The service sector comprises a dominant segment of the economy. Customer satisfaction, a measure of quality, is based on the degree of difference between expected quality and the actual level of quality experienced. Expected level of quality is influenced by customer perception of quality, which...

Warranty policies for certain products, such as automobiles, often involve consideration of two attributes, for example, time and usage. Since consumers are not necessarily homogeneous in their use of the product, such policies provide protection to users of various categories. In this chapter,...