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

Abstract

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.

Citation

Halstead, D., Dröge, C. and Bixby Cooper, M. (1993), "Product warranties and post‐purchase service: a model of consumer satisfaction with complaint resolution", Journal of Services Marketing, Vol. 7 No. 1, pp. 33-40. https://doi.org/10.1108/08876049310026088