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...

Retailing business is greatly affected by the patronage behavioral orientations of shoppers. Understanding these orientations can assist retailers in developing appropriate marketing strategies toward meeting the needs and wants of consumers. One important factor explaining consumer behavioral...

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...

Purpose: This study aims to examine how various components of interpersonal trust (affective and cognitive) influence the duration of buyer-seller relationships in the emerging market (EM) context of a heterogeneous market structure dominated by small, fragmented sellers/suppliers....