ERIC Number: ED130026
Record Type: RIE
Publication Date: 1973-Sep
Reference Count: 0
Product Performance and Servicing: An Examination of Consumer Problems and Business Responses. Report of the Sub-Council on Performance and Service of the National Business Council for Consumer Affairs.
National Business Council for Consumer Affairs, Washington, DC.
This report discusses consumer and corporate problems associated with product performance and servicing of consumer durables (such as automobiles, large and small appliances, and televisions and phonographs), and outlines action which should be taken by manufacturers, trade and professional associations, and government to assure quality and responsiveness in this area. The report is divided into four main parts: (1) Rationale of the committee report, (2) before-sale activities (design, product assurance, product assurance system elements, product engineering, product standards and design, manufacturing and quality control, and transportation), (3) during-sale activities (product informations, use, care, and service), and (4) after-sale activities (service personnel recruitment and training, job status, job qualifications, vocational education and the service industry, manufacturer service training, service personnel certification programs, estimating service fraud, licensing, code of responsible servicing practices, replacement parts availability, and complaint resolutions). The 18 recommendations, and the code of responsible servicing practices are included. (WL)
Descriptors: Business, Business Responsibility, Consumer Economics, Consumer Protection, Electrical Appliances, Motor Vehicles, Producer Services, Services
Superintendent of Documents, U. S. Government Printing Office, Washington, D. C. 20402 (Stock No. 5274-00010,$1.15)
Publication Type: Guides - General
Education Level: N/A
Sponsor: Department of Commerce, Washington, DC.
Authoring Institution: National Business Council for Consumer Affairs, Washington, DC.
Note: For related documents see CE 008 158, 008 160-166, and 008 168-169