Zmiany zachodzące na rynku usług posprzedażowych wobec produktów RTV i AGD w świetle badań jakościowych
Changes in the market of aftersale services in relation to RTV and household goods in the light of qualitative testing

Summary/Abstract: The purpose of this article is to identify changes in post-sales services of consumer electronics and home appliances in Poland. The analysis was based on the results of a qualitative study using participative and non-participant observation techniques. The conducted research, as well as the use of the author’s many years of professional experience, allowed to formulate the stages of changes on the after-sales service market since 1989 and to characterize them, as well as the phenomena accompanying this process. The article is of research nature. The considerations presented in the study are aimed at identifying the evolution of the after-sales service sector of consumer electronics and home appliances in Poland seen from the perspective of a participant in service networks. The analysis was carried out from the perspective of a participant in this process as an enterprise cooperating with the largest producers of electronic equipment in the world. This document serves as a introduction to deeper study on economic transformation in consumer electronics services sector, evolution of consumer expectations and actions of product manufacturers and distributors.

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