How to Extend the Product Lifetime: Citizens' Initiatives as an Alternative or a Complement to Professional Repair Services. A case study about Repair Cafés

Details

Supervisors

Swaen, Valérie

Faculty

Louvain School of Management

Degree label

Master [120] : ingénieur de gestion, à finalité spécialisée

Abstract

Planned Obsolescence encompasses several different practices used by manufacturers to encourage consumers to replace their products more frequently. It can notably be done through physical, functional, aesthetic and economic obsolescence. One of the solutions that can be applied to extend the lifetime of products despite these types of obsolescence is repair. This can either be undertaken by professionals or by the consumers themselves, but also by some volunteers since about 2010. Indeed, Repair Cafés were created back then and have been expanding ever since. These events allow consumers to get their products repaired for free, in a nice environment of people doing their best to help them. This research explored the motivations of people willing to repair their products but also the reasons why they favour Repair Cafés over professional services. It also looked for the criteria that come into play in the decision to replace or to repair and the general access to repairs. Results showed that the trust people have in Repair Cafés can explain why they favour those services over professional ones, as can the friendliness shared during those events. By improving the customer relationship, repair services could enhance the satisfaction consumers feel towards their service. Yet, we came to the conclusion that Repair Cafés and professional repairers are targeting different segments of the market and should both be extended. Indeed, we found out that all kinds of people could be a target for repair in socio-demographic terms, what matters the most are the values they share. Moreover, while consumers could try to repair their products whenever they can, manufacturers seem to have the biggest role here. They should ensure awareness about repair is popularised. They should also make sure that spare parts, documentation and disassembly of products are accessible to everyone. These actions are highlighted in our research as a necessity to access repairs. One way to guarantee manufacturers will respect these practices is to legislate about them. Indeed, we found out that consumers regard legislations as an important factor that would help them in their purchases. Without these legislations, most manufacturers might find it financially better to favour replacement.