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- Title
CONSUMER VIEWS OF REDRESS NEEDS.
- Authors
Diener, Betty J.; Greyser, Stephen A.
- Abstract
The article addresses the issue of consumer redress in regard to product safety, reliability, durability, utility, and repairability. The article focuses on a study from 1974 on consumer redress and information needs in relation to the personal care products industry. The article presents the data and discusses the redress needs, the consumer perceptions of the problems, actions taken, and expectations of the manufacturer in responding to these issues. The author finds, overwhelmingly, that consumers expect manufacturers to respond to their complaints positively, with more than just a letter of acknowledgement. Because most consumers do not contact the company with complaints, the article argues that brand switching is the least troublesome form of redress.
- Subjects
UNITED States; CONSUMER complaints; HYGIENE products; CONSUMER protection; CONSUMERS; CONSUMER attitudes; MANUFACTURING defects; PRODUCT safety; BRAND name products
- Publication
Journal of Marketing, 1978, Vol 42, Issue 4, p21
- ISSN
0022-2429
- Publication type
Article
- DOI
10.2307/1250081