Current Consumer Complaint Research - Suggestions for Its Context and Focus (From Consumer Dispute Resolution - Exploring the Alternatives, P 209-226, Larry Ray and Deborah Smolover, ed. - See NCJ-91236)

• NCJ Number: 92430
• Author(s): A Best
• Date Published: 1983
• Length: 18 pages
• Sale Source: American Bar Assoc
• Publication Type: Report (Study/Research)
• Language: English
• Country: United States of America

Annotation

Because consumer abuse is a widespread problem and only a small proportion of such abuse is addressed by third parties, consumer abuse research methodologies should illuminate the work of third parties within the vast universe of consumer problems instead of only within the confines of the cases which particular third parties may handle.

Abstract

Keeping the totality of consumer problems in mind can lead to research inquiries that focus on how to use complaint-handling processes to discourage future wrongdoing in the marketplace, thus influencing the broader problem of consumer abuse through a small percentage of cases. This goal should also influence the research regarding how individual complaint handling institutions perform. When single dispute-handling institutions are studied for whatever purpose, it is worthwhile to analyze how those institutions use their procedures to prevent future harm to consumers. A methodology for evaluating complaint handling should encompass consideration of how many consumer problems occur and how people respond to them. Only then is it possible to know how significant an institution's contribution to complaint resolution may be. Moreover, it should be determined whether the institution's work has a positive impact on the broader issue of consumer abuse beyond the particular cases handled. Fifteen notes are listed.