Consumer Response to Unsatisfactory Purchases

A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress

Bibliographic Data

ID7461969
AuthorsArthur Best, Alan R Andreasen
Year1977
Volume11
Issue4
Pages701-742
Publication date1977-01-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueLaw & Society Review (JOURNAL)
Journal identifiersISSN: 0023-9216 • E-ISSN: 1540-5893
PublisherCambridge University Press (CUP) (PUBLISHER)
DOI10.2307/3053179
OpenAlexW2324588862
LanguageEN
Citations received39
References cited7

A survey of consumer reactions to common purchases was conducted in 1975. Consumers perceive problems with many products and services, and voice complaints concerning about one-third of those problems. Third-party complaint processors play a very small role in buyer-seller disputes. Household status and type of problem influence perception of problems and choice of action or inaction. Satisfactory resolutions occur in somewhat more than half of voiced complaint cases. To increase voicing and fair handling of complaints, procedural changes at the buyer-seller level are suggested; to improve treatment of complaints that are not resolved at the buyer-seller level, improvements in community small claims courts are suggested

Advertising · Business · Political science · Redress · Voice · Computer Science · Jury Decision Making Processes · Law · Law, Economics, and Judicial Systems · Psychology · Social Psychology

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