Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress

Best, Arthur; Andreasen, Alan R.

doi:10.2307/3053179

Cited by 230 publications

(148 citation statements)

References 5 publications

Supporting

Mentioning

133

Contrasting

Unclassified

Order By: Relevance

“…These pathway, or pyramid, models anticipate that not all dissatisfaction evolves into a complaint but a clear conceptual link is made between them. Voiced grievances are seen as the tip of an iceberg which represents only a small proportion of dissatisfaction felt (Lempert 1980-1, Best andAndreasen 1977). On their journey up the pyramid the parties weigh up the issues at stake and the cost of various dispute pathway 'choices'.…”

Section: Introductionmentioning

confidence: 99%

Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints

Mulcahy

Tritter

1998

Sociology Health & Illness

105

View full text Add to dashboard Cite

In this article the authors report the findings of a study of satisfaction, dissatisfaction and complaining, funded by the National Health Service Executive (NHSE). Although interest in these issues has increased with the introduction of the Citizen's Charter Initiative and the continued growth of consumerism, few scholars have looked at the relationships between them. Satisfaction and dissatisfaction are commonly viewed as different facets of the same phenomenon. In turn, dissatisfaction is often understood to be a precursor to a complaint, or an embryonic one. The findings presented here suggest that satisfaction and dissatisfaction are linked but are essentially discrete constructs. The authors plot a variety of reactions to dissatisfaction and show that although excessive use is made of formal professional networks, few instances of dissatisfaction emerge as formal complaints. The article concludes that insufficient attention has been paid to understanding the everyday ways in which people cope with dissatisfaction and decisions not to voice a grievance.

show abstract

Section: Introductionmentioning

confidence: 99%

Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints

Mulcahy

Tritter

1998

Sociology Health & Illness

105

View full text Add to dashboard Cite

show abstract

“…The current study being empirical would, therefore, fill that gap. Additionally, the complexities of goods and services and the way they are marketed today pose more challenges to the consumer (Chatterjee & Sahoo, 2011;Hannigan, 1976;Merwe et al, 2014;Yuthayotin, 2015;Best & Andreasen, 1977). Ignorant consumers not being experts find it difficult to ascertain the quality, standard, as well as the performance of these products.…”

Section: Consumer Awarenessmentioning

confidence: 99%

“…The problem of consumers not knowing their rights, or the existing consumer protection laws has been studied. From the literature reviewed the problem is not peculiar to developing countries but also the developed jurisdictions (Jones & Boyer, 1971;Best & Andreasen, 1977;Schmitz, 2013). Studies reveal that consumers even in developed jurisdictions such as the UK don't know their consumer rights, consumer responsibilities as well as the existing consumer protection laws (Schuh & Kitson, 2003;Best & Andreasen, 1977;Kitson et al, 2003;Schmitz, 2013).…”

Section: Consumer Informationmentioning

confidence: 99%

Lack of Consumer Awareness: A Major Challenge for Electricity Consumer Protection in Nigeria

Usman¹,

Yaacob²,

Rahman³

2015

ASS

View full text Add to dashboard Cite

Purpose: This study explores the challenges for consumer protection in the Nigerian deregulated electricity sector. The study argues that ignorant and unenlightened consumers are easy prey for exploitation in the marketplace. Educating the consumer minimizes consumer exploitation and enhances consumer protection.Design/methodology/approach: The study is qualitative. Twenty in-depth semi-structured interviews were conducted with the relevant stakeholders involved in consumer protection and standard setting in the Nigerian electricity sector. The study adopted the Benner's Interpretive Phenomenology and explored the everyday practical experience and perspectives of the participants on the challenges of consumer protection. The analysis was thematically conducted and accordingly supported by sufficient excerpts. Findings:The study found several challenges for consumer protection in the Nigerian electricity sector. Emphatically, the participants were unanimous on lack of awareness as the major challenge for the electricity consumers' protection. Research limitations:The research participants were only staff from consumer protection and products standard setting agencies, academics, and heads of consumer organizations. Additionally, the paper only addressed the challenge of lack of awareness and the data collection constrained by funds paucity and difficulties in securing appointments with the busy participants. Practical implications:The study suggests that consumer protection agencies need to do more in the area of consumer education and enlightenment otherwise the exploitation of the Nigerian electricity consumers will continue. Originality/value: Consumer protection literature abounds. This study is, however, the first attempt at qualitatively exploring in-depth the challenges for electricity consumers in deregulated electricity sector. The study emphasized the value of consumer awareness for better consumer protection.

show abstract

“…In other words, studies across jurisdictions found the culture of under-reporting of consumer wrongs and consumer reluctance in pursuing their rights (Vidmar, 1988;Samuels & Vidman, 1986). Even in developed jurisdictions evidence abound that only an insignificant proportion of consumer grievance reaches the court or are ventilated before other redress mechanisms (Gibson, 1992;Schmitz, 2013;Fitzpatrick, 1992;L'Heureux, 1992;Best & Andreasen, 1977). This reluctance and culture of under-reporting of consumer wrongs have not been empirically explored in the context of Nigeria.…”

Section: Introductionmentioning

confidence: 99%

An Inquiry on the Affordability of Legal Services and the Appropriateness of the Regular Courts for Consumer Redress in Nigeria

Usman¹,

Yaacob²,

Rahman³

2016

BLR

View full text Add to dashboard Cite

The paper assessed the appropriateness of the regular courts for consumer redress in Nigeria in view of delays, and the cost of legal services before the ordinary courts. The paper adopted a phenomenological qualitative research approach in exploring the perspectives and experience of government officials and other private bodies involved in consumer protection and consumer redress. Twenty face-to-face interviews were conducted, transcribed and thematically analysed. The study found that legal services are not affordable to the consumers and that the ordinary courts are inappropriate for consumer dispute resolution. The research participants were limited to officials of consumer protection, products standard setting agencies, legal aid, academics, and heads of consumer organizations. The participants excluded the ordinary consumer of goods and services in the country. The study recommends the establishment of a cheap, simple and expeditious redress mechanism for redressing the widespread consumer injustice in the country. A wellfunded legal aid scheme to bridge the gap between the poor consumer and the justice system is equally suggested. This study is the first attempt at qualitatively exploring in-depth the appropriateness of the justice delivery system for consumer redress in Nigeria.

show abstract

Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress

Cited by 230 publications

References 5 publications

Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints

Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints

Lack of Consumer Awareness: A Major Challenge for Electricity Consumer Protection in Nigeria

An Inquiry on the Affordability of Legal Services and the Appropriateness of the Regular Courts for Consumer Redress in Nigeria

Contact Info

Product

Resources

About