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COST OF COMPLAINING AND THE EFFICIENCY OF CONSUMER COMPLAINTS AGENCIES
Author(s) -
MORRIS DAVID
Publication year - 1980
Publication title -
journal of consumer studies and home economics
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.775
H-Index - 71
eISSN - 1470-6431
pISSN - 0309-3891
DOI - 10.1111/j.1470-6431.1980.tb00367.x
Subject(s) - point (geometry) , economic efficiency , business , marketing , economics , microeconomics , geometry , mathematics
In this paper an attempt is made to analyse the activity of complaining from an economic point of view and a model of consumer complaints is proposed as an aid in this analysis. The author discusses the implications of the analysis and assesses the efficiency and role of consumer complaints agencies.