Discussing the Services of Return and Replacement

Abstract

The store to sell electronic goods, due to the stores all provide the products had a feature homogeneous by factories' producing, however, the store for keep the competitive advantage only by provide the service differentiation.

The related return and replacement services is defined the stores are offered the consumers after purchased the goods during the terms of period, if they have any question can back to the store to return or replacement goods.This is an important business strategy for the store to relate sell the electric supplies in the intense competition industry.If the customers perception the good service return and replacement services (R & R services), the customers had a good impression and will likely to the store to re-shopping in the future.

This study of interviewers, the customers who have been to two domestic large chain stores to selling electronic goods, to discuss the customers perception the difference of R and R services between the two chain stores,Research analysis results showed that the customers were perception had a difference in R & R services between the two chain stores.In addition, for the perception degree of items male were lower than female.Respondents perceived the item"the store staffs are quickly for R & R services" is the lowest agree of in two stores.

Keyword: return and replacement services (R & R services)