When Consumers Complain

When Consumers Complain

by Arthur Best, Giovanni Rebora
     
 

ISBN-10: 0231051247

ISBN-13: 9780231051248

Pub. Date: 06/01/1986

Publisher: Columbia University Press

This book analyzes the legal challenges of consumer protection and product liability, focusing on the methods by which consumers can express dissatisfaction with products and their shortcomings. While consumer complaints are widespread and varied, often neither individual buyers are compensated nor is the whole class of consumers informed of defective products.

Overview

This book analyzes the legal challenges of consumer protection and product liability, focusing on the methods by which consumers can express dissatisfaction with products and their shortcomings. While consumer complaints are widespread and varied, often neither individual buyers are compensated nor is the whole class of consumers informed of defective products. Best calls for improvements that can make businesses more accountable, including mediation, arbitration, legal services, and small claims court, emphasizing how better behavior by businesses can also be good business.

Product Details

ISBN-13:
9780231051248
Publisher:
Columbia University Press
Publication date:
06/01/1986
Pages:
248
Product dimensions:
0.69(w) x 6.00(h) x 9.00(d)
Age Range:
18 Years

Related Subjects

Table of Contents

Part I. Introduction1. The Universe of Consumer TroublesPart II. Obstacles in the Consumer Complaint Process2. Perceiving Problems3. Voicing Complaints4. How Business Says No5. Shortcomings of Third-Party Complaint Handlers6. Surveying Consumer Troubles and Obstacles to RedressPart III. Prospects for Improvement7. Consumer Initiatives for Improving Treatment of Complaints: At the Buyer-Seller Stage and Beyond8. Mediation9. Arbitration10. Courts for Consumer Cases11. Lower Cost Legal ServicePart IV. Conclusion12. Product and Service Reliability: A Goal for Consumer ProtectionAppendixNotesIndex

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