Factors affecting the consumers’ willingness to claim product replacement

Abstract

This study explores the effects of two factors related to consumers' willingness to claim reimbursement after purchasing a product which failed to reach their expectations by conducting experiments in which the reputation of the store and retail channels manipulated. These two variables have been considered to affect the perceived quality of service when it will submit a claim, and the likelihood that consumers will receive a replacement product. Subsequently consumers will decide whether to file a claim or not.