How can repair businesses improve their service? Consumer priorities concerning operational aspects of repair services

Consumers commonly prefer replacing broken products with new ones due to the perceived cost, time, and inconvenience of repairs. To change this behaviour, repair businesses must make their services more attractive. Our study offers a dual contribution: firstly, through literature research and expert interviews, we identified 107 operational key factors. Out of this compilation, we determine the ones that matter most to (potential) consumers of repair services by surveying over 600 participants. Secondly, we analyse survey data in relation to sociodemographic variables, revealing nuanced distinctions among various groups. Key findings emphasise that the most important items relate to information and economic aspects, trust -building measures and communication skills. Additionally, we observe substantial differences in factors concerning repair expertise, communication, and product and service across different socio-demographic groups, what extends prevailing research. The study equips repair businesses to enhance their services while aiding policymakers to develop effective repairpromoting policies.