Abstract
Consumer protection agency personnel may benefit from an understanding of the consumer satisfaction/dissatisfaction literature. Research in the consumer complaining behavior area is especially applicable to the agency’s roles of mediator and educator. An overview of the literature and observations drawn from agency experience are bases for the authors’ conclusions.
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References
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Harrison, M.C., Hailey, K. (2016). Consumer Satisfaction/Dissatisfaction: Implications for Consumer Protection Agencies. In: Gitlow, H.S., Wheatley, E.W. (eds) Proceedings of the 1979 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-16934-7_79
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DOI: https://doi.org/10.1007/978-3-319-16934-7_79
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