Abstract Although manufacturers are increasingly offering services, only customers’ continued willingness to use them (i.e., service acceptance) defines those services’ success. This study focuses on the previously neglected area of consumer acceptance of goods-related services. Based on 188 consumer interviews, an online questionnaire was developed to collect primary data from guarantee-service registrants (N = 794). The data were analyzed using factor analysis and ordinal regression. The results link consumer service acceptance to their perceptions of service familiarity and worthiness and their goods-based brand loyalty, suggesting that manufacturers can promote consumers’ service acceptance by emphasizing service worthiness, particularly to brand-loyal goods owners.

中文翻译：

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消费者接受制造商的商品相关服务的先决条件

摘要尽管制造商越来越多地提供服务，但只有客户持续使用它们的意愿（即服务接受度）才能定义这些服务的成功。这项研究的重点是先前被消费者忽略的与商品相关的服务的接受领域。基于188位消费者的访谈，开发了在线问卷，以从担保服务注册者那里收集主要数据（N = 794）。使用因子分析和序数回归分析数据。结果将消费者对服务的接受程度与他们对服务的熟悉度和价值感以及基于商品的品牌忠诚度的看法联系起来，这表明制造商可以通过强调服务的价值度，尤其是对品牌忠诚的商品所有者，来提高消费者对服务的接受度。