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.
CITATION STYLE
Harrison, M. C., & Hailey, K. (2016). Consumer Satisfaction/Dissatisfaction: Implications for Consumer Protection Agencies. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 337–340). Springer Nature. https://doi.org/10.1007/978-3-319-16934-7_79
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