The impact of uncertainty in repair service attributes on consumer preferences

Insights from a dual‐response choice experiment

Datos Bibliográficos

ID19469353
AutoresPaul Bengart (0000-0002-9169-7442, Institute of Social Medicine and Health Systems Research Otto von Guericke University Magdeburg Magdeburg Germany, autor de correspondencia), Bodo Vogt (0000-0002-6610-2515, Institute of Social Medicine and Health Systems Research Otto von Guericke University Magdeburg Magdeburg Germany)
Año2025
Volumen29
Número4
Páginas1414-1425
Fecha de publicación2025-08-01
Open AccessSí
TipoARTICLE
RevistaJournal of Industrial Ecology (JOURNAL)
Identificadores de la revistaISSN: 1088-1980 • E-ISSN: 1530-9290
EditorialSpringer Science and Business Media LLC (PUBLISHER)
DOI10.1111/jiec.70064
OpenAlexW4411664504
IdiomaEN
Citas recibidas1
Referencias citadas40

Extending the lifespan of electronic devices through repair can significantly reduce negative environmental impacts. However, despite consumers reporting a strong preference for repair, actual repair rates remain relatively low. Qualitative research has indicated that uncertainty surrounding various aspects of repair service offers, such as repair costs and outcomes, discourages consumers from choosing repair. However, no studies have yet quantified the effects of varying degrees of uncertainty in repair service attributes on consumers' preferences for repair and repair services. This study addresses this gap using a dual‐response choice‐based conjoint analysis with 237 German consumers, manipulating the degree of uncertainty in the attributes repair success rate and total repair cost of hypothetical repair offers. Other attributes examined included repair service provider, repair time, and warranty. Results show that even vague information substantially increases preferences for repair compared to offering no information at all, nearly doubling the choice share of a repair offer. However, consumers may tolerate or even prefer some pricing uncertainty if it offers the possibility of a more favorable outcome. The study further reveals that consumers with prior repair experience tend to show higher willingness to choose repair services compared to those without such experience. Overall, the findings suggest that the lack of transparency about potential repair outcomes and costs, which is common in real‐world repair offers, acts as a major barrier discouraging many consumers from choosing repair

Business · Economics · Microeconomics · Preference · Warranty · Willingness to pay · Economic and Environmental Valuation · Environmental Sustainability in Business · Sustainable Supply Chain Management · Marketing

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