Purpose – The purpose of this paper is to address what a sound warranty policy entails by identifying the key variables involved in the development of a warranty program. Design/methodology/approach – The sample population was composed of employees in the US division involved with...

Purpose – This case study aims to develop and empirically test a general framework for the implementation and evaluation of a warranty policy (i.e. implementation, support structure, and evaluation stages) within the context of a high‐tech global firm. Design/methodology/approach – The...