Refurbishing services and how services enhance consumer well-being

Abstract

Purpose

The purpose of this paper is to explore how services might impact a general consumer sense of everyday well-being or life satisfaction.

Design/methodology/approach

It was decided to focus on the existential benefits of refurbishing services and see how they might impact owner sense of self and overall life satisfaction. A qualitative study was fielded which consisted of analyses of website testimonials of customers of refurbishing services for products such as pianos, watches, boats, bicycles and other durables. Also analyzed were results from one-on-one qualitative interviews of customers of refurbishing services and selected refurbishers of similar products.

Findings

The study suggests that refurbish services provide a mix of hedonic and eudaimonic benefits. They provide an enhanced sense of self and general well-being insofar, as the newly restored item connects owners to loved ones, to other collectors or fans and to their own personal life histories. It also connects them to the refurbishers and their “magic”. Insofar as refurbishers invite customer involvement in the process, they co-create how the process will proceed, so customers feel a special involvement and gain an understanding of the workings of the item and how to best use it.

Practical implications

Refurbishing services might offer, like all the new internet-mediated sharing services, a more sustainable alternative to the buy-and-dispose consumption behaviors found in most world economies.

Originality value

This paper provides insights into the lives of products after purchase and the roles of relevant service providers. It also provides examples of how service providers in general might deepen and facilitate customers’ feelings about themselves and their daily lives. It shows how service providers can enhance customer hedonic and eudaimonic appreciation of provider knowledge, skills and efforts.

Citation

Durgee, J.F. and Agopian, G. (2018), "Refurbishing services and how services enhance consumer well-being", Journal of Services Marketing, Vol. 32 No. 3, pp. 311-321. https://doi.org/10.1108/JSM-11-2016-0395