Forum for Science, Industry and Business

Sponsored by:     3M 
Search our Site:

 

Unhappy customers: Everyone has a right to complain, and does

09.03.2010
We've all had that sinking feeling when we got home and a purchase turned out to be damaged, or worse yet, we had no warranty with which to dispute the damage. Are some consumers disadvantaged by income, race, education, or age and therefore less likely to return that product for a refund or an exchange?

Consumer satisfaction surveys and research historically labeled some groups -- poor, less educated, younger, minority consumers -- as "disadvantaged" in that they do not complain to a Better Business Bureau (125 offices nationwide) when they have a bad purchase experience. Although even assessing these trends has been controversial, research from an upcoming issue of the Journal of Consumer Affairs disputes this old stereotype.

The survey analyzed over 24,000 complaints filed within a thirteen year period and matched the complaints to U.S. Census Bureau data detailing characteristics such as income level, race, age, and education. Researcher Dennis Garrett remarks, "We found that a consumer's level of education, age, and minority status were not strongly linked to their complaining behavior. However, consumers with lower incomes were less likely to complain as were consumers in rural areas."

The authors emphasize that any consumer can be vulnerable in the marketplace and must be assertive in seeking remedies from companies, even if they feel disadvantaged by their lack of income. They recommend that support for this consumer action be supported at the public policy level in order to encourage consumer empowerment.

This study is published in the Spring 2010 issue of Journal of Consumer Affairs. Media wishing to receive a PDF of this article may contact scholarlynews@wiley.com.

To view the abstract for this article please visit http://www3.interscience.wiley.com/journal/123309943/abstract.

Dennis E. Garrett, Ph.D. is the Dean of the Marketing department at Marquette University and has served as advisor to numerous public companies in developing new product lines and achieving greater customer satisfaction. He is also the secretary and board member for the Wisconsin Better Business Bureau. Garrett has written extensively and presented on topics of customer satisfaction, branding, and on-profit business practices, and was named in editions of "Who's Who Among America's Teachers." He can be reached for questions at dennis.garrett@marquette.edu..

The Journal of Consumer Affairs features analyses of individual, business, and/or government decisions and actions that can impact the interests of consumers in the marketplace. For more information, please visit here.

About Wiley-Blackwell: Wiley-Blackwell is the international scientific, technical, medical, and scholarly publishing business of John Wiley & Sons, with strengths in every major academic and professional field and partnerships with many of the world's leading societies. Wiley-Blackwell publishes nearly 1,500 peer-reviewed journals and 1,500+ new books annually in print and online, as well as databases, major reference works and laboratory protocols. For more information, please visit www.wileyblackwell.com or www.interscience.wiley.com.

Bethany Carland-Adams | EurekAlert!
Further information:
http://www.wiley.com

More articles from Studies and Analyses:

nachricht The personality factor: How to foster the sharing of research data
06.09.2017 | ZBW – Leibniz-Informationszentrum Wirtschaft

nachricht Europe’s Demographic Future. Where the Regions Are Heading after a Decade of Crises
10.08.2017 | Berlin-Institut für Bevölkerung und Entwicklung

All articles from Studies and Analyses >>>

The most recent press releases about innovation >>>

Die letzten 5 Focus-News des innovations-reports im Überblick:

Im Focus: LaserTAB: More efficient and precise contacts thanks to human-robot collaboration

At the productronica trade fair in Munich this November, the Fraunhofer Institute for Laser Technology ILT will be presenting Laser-Based Tape-Automated Bonding, LaserTAB for short. The experts from Aachen will be demonstrating how new battery cells and power electronics can be micro-welded more efficiently and precisely than ever before thanks to new optics and robot support.

Fraunhofer ILT from Aachen relies on a clever combination of robotics and a laser scanner with new optics as well as process monitoring, which it has developed...

Im Focus: The pyrenoid is a carbon-fixing liquid droplet

Plants and algae use the enzyme Rubisco to fix carbon dioxide, removing it from the atmosphere and converting it into biomass. Algae have figured out a way to increase the efficiency of carbon fixation. They gather most of their Rubisco into a ball-shaped microcompartment called the pyrenoid, which they flood with a high local concentration of carbon dioxide. A team of scientists at Princeton University, the Carnegie Institution for Science, Stanford University and the Max Plank Institute of Biochemistry have unravelled the mysteries of how the pyrenoid is assembled. These insights can help to engineer crops that remove more carbon dioxide from the atmosphere while producing more food.

A warming planet

Im Focus: Highly precise wiring in the Cerebral Cortex

Our brains house extremely complex neuronal circuits, whose detailed structures are still largely unknown. This is especially true for the so-called cerebral cortex of mammals, where among other things vision, thoughts or spatial orientation are being computed. Here the rules by which nerve cells are connected to each other are only partly understood. A team of scientists around Moritz Helmstaedter at the Frankfiurt Max Planck Institute for Brain Research and Helene Schmidt (Humboldt University in Berlin) have now discovered a surprisingly precise nerve cell connectivity pattern in the part of the cerebral cortex that is responsible for orienting the individual animal or human in space.

The researchers report online in Nature (Schmidt et al., 2017. Axonal synapse sorting in medial entorhinal cortex, DOI: 10.1038/nature24005) that synapses in...

Im Focus: Tiny lasers from a gallery of whispers

New technique promises tunable laser devices

Whispering gallery mode (WGM) resonators are used to make tiny micro-lasers, sensors, switches, routers and other devices. These tiny structures rely on a...

Im Focus: Ultrafast snapshots of relaxing electrons in solids

Using ultrafast flashes of laser and x-ray radiation, scientists at the Max Planck Institute of Quantum Optics (Garching, Germany) took snapshots of the briefest electron motion inside a solid material to date. The electron motion lasted only 750 billionths of the billionth of a second before it fainted, setting a new record of human capability to capture ultrafast processes inside solids!

When x-rays shine onto solid materials or large molecules, an electron is pushed away from its original place near the nucleus of the atom, leaving a hole...

All Focus news of the innovation-report >>>

Anzeige

Anzeige

Event News

“Lasers in Composites Symposium” in Aachen – from Science to Application

19.09.2017 | Event News

I-ESA 2018 – Call for Papers

12.09.2017 | Event News

EMBO at Basel Life, a new conference on current and emerging life science research

06.09.2017 | Event News

 
Latest News

Fraunhofer ISE Pushes World Record for Multicrystalline Silicon Solar Cells to 22.3 Percent

25.09.2017 | Power and Electrical Engineering

Usher syndrome: Gene therapy restores hearing and balance

25.09.2017 | Health and Medicine

An international team of physicists a coherent amplification effect in laser excited dielectrics

25.09.2017 | Physics and Astronomy

VideoLinks
B2B-VideoLinks
More VideoLinks >>>