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The Types of Information Contained in Company Reliability Reports from the Better Business Bureau
Author(s) -
GARRETT DENNIS E.
Publication year - 2006
Publication title -
journal of consumer affairs
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.582
H-Index - 62
eISSN - 1745-6606
pISSN - 0022-0078
DOI - 10.1111/j.1745-6606.2006.00043.x
Subject(s) - reliability (semiconductor) , business , marketing , accounting , power (physics) , quantum mechanics , physics
Consumer requests for company reliability reports from the Better Business Bureau (BBB) have increased dramatically in recent years. However, no prior research has analyzed on a national level the types of information contained in these reports. This study reveals that the BBB had reliability reports for 69.1% of auto dealers, 58.9% of movers, and 43.8% of roofers. No significant difference was found between the numbers of complaints filed against BBB member and nonmember companies. However, significant differences were found in the manner in which member and nonmember companies responded to these complaints. Discussion focuses on the potential usefulness of these reports for consumers, and recommendations are offered for improvements.