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Consumer complaints and redress: an important mechanism for protecting and empowering consumers 1
Author(s) -
Hogarth Jeanne M.,
English Maureen P.
Publication year - 2002
Publication title -
international journal of consumer studies
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.775
H-Index - 71
eISSN - 1470-6431
pISSN - 1470-6423
DOI - 10.1046/j.1470-6431.2002.00239.x
Subject(s) - complaint , redress , business , consumer protection , agency (philosophy) , marketing , advertising , political science , law , sociology , commerce , social science
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.