维修服务属性的不确定性对消费者偏好的影响:来自双反应选择实验的见解

IF 5.4 3区 环境科学与生态学 Q2 ENGINEERING, ENVIRONMENTAL
Paul Bengart, Bodo Vogt
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引用次数: 0

摘要

通过维修延长电子设备的使用寿命可以显著减少对环境的负面影响。然而,尽管消费者报告了对维修的强烈偏好,但实际修理率仍然相对较低。定性研究表明,围绕维修服务提供的各个方面的不确定性,如维修成本和结果,阻碍了消费者选择维修。然而,目前还没有研究量化维修服务属性中不同程度的不确定性对消费者对维修和维修服务偏好的影响。本研究对237名德国消费者进行了基于双响应选择的联合分析,操纵了假设维修报价中属性维修成功率和总维修成本的不确定性程度,从而解决了这一差距。检查的其他属性包括维修服务提供商、维修时间和保修。结果表明,与没有提供任何信息相比,即使是模糊的信息也大大增加了人们对维修的偏好,几乎使选择维修的比例增加了一倍。然而,如果价格不确定性可能带来更有利的结果,消费者可能会容忍甚至更喜欢这种不确定性。研究进一步发现,有维修经验的消费者比没有维修经验的消费者更愿意选择维修服务。总的来说,研究结果表明,潜在的维修结果和成本缺乏透明度,这在现实世界的维修服务中很常见,是阻碍许多消费者选择维修的主要障碍。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

The impact of uncertainty in repair service attributes on consumer preferences: Insights from a dual-response choice experiment

The impact of uncertainty in repair service attributes on consumer preferences: Insights from a dual-response choice experiment

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.

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来源期刊
Journal of Industrial Ecology
Journal of Industrial Ecology 环境科学-环境科学
CiteScore
11.60
自引率
8.50%
发文量
117
审稿时长
12-24 weeks
期刊介绍: The Journal of Industrial Ecology addresses a series of related topics: material and energy flows studies (''industrial metabolism'') technological change dematerialization and decarbonization life cycle planning, design and assessment design for the environment extended producer responsibility (''product stewardship'') eco-industrial parks (''industrial symbiosis'') product-oriented environmental policy eco-efficiency Journal of Industrial Ecology is open to and encourages submissions that are interdisciplinary in approach. In addition to more formal academic papers, the journal seeks to provide a forum for continuing exchange of information and opinions through contributions from scholars, environmental managers, policymakers, advocates and others involved in environmental science, management and policy.
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