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 socio-demographic 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 repair-promoting policies.

中文翻译：

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维修企业如何提高服务水平？关于维修服务运营方面的消费者优先事项

由于维修成本、时间和不便，消费者通常更喜欢用新产品更换损坏的产品。为了改变这种行为，维修企业必须使其服务更具吸引力。我们的研究具有双重贡献：首先，通过文献研究和专家访谈，我们确定了 107 个操作关键因素。在这份汇编中，我们通过调查 600 多名参与者来确定对（潜在）维修服务消费者最重要的内容。其次，我们分析与社会人口变量相关的调查数据，揭示不同群体之间的细微差别。主要调查结果强调，最重要的项目涉及信息和经济方面、建立信任措施和沟通技巧。此外，我们观察到不同社会人口群体在维修专业知识、沟通、产品和服务等因素方面存在显着差异，这扩展了现有的研究。该研究使维修企业能够增强其服务，同时帮助政策制定者制定有效的维修促进政策。