Consumer complaints and redress: an important mechanism for protecting and empowering consumers1
| Autor: | Maureen P. English, Jeanne M. Hogarth |
|---|---|
| Rok vydání: | 2002 |
| Předmět: |
Marketing
Economics and Econometrics ComputerSystemsOrganization_COMPUTERSYSTEMIMPLEMENTATION business.industry Public Health Environmental and Occupational Health Redress Public relations Consumer protection GeneralLiterature_MISCELLANEOUS ComputingMilieux_MANAGEMENTOFCOMPUTINGANDINFORMATIONSYSTEMS InformationSystems_MODELSANDPRINCIPLES Complaint system Agency (sociology) Complaint ComputingMilieux_COMPUTERSANDSOCIETY Business Economic impact analysis Applied Psychology Financial services Consumer behaviour |
| Zdroj: | International Journal of Consumer Studies. 26:217-226 |
| ISSN: | 1470-6431 1470-6423 |
| DOI: | 10.1046/j.1470-6431.2002.00239.x |
| Popis: | This paper explores a consumer complaint programme as a tool for empowering consumers, using the consumer complaint programme of a United States federal agency as a case study. After describing the structure and role of the Federal Reserve System (the central bank of the United States) in handling complaints, the paper follows a complaint through the System, looks at trends in complaints and provides a profile of consumers who complain. The paper concludes with information on the economic impact of complaint resolution and consumer satisfaction with third-party complaint investigation. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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