Economics of Consumer Protection: Contributions and Challenges in Estimating Consumer Injury and Evaluating Consumer Protection Policy

Journal of Consumer Policy - The author examines the role of economics in consumer protection, drawing from her experience at the U. S. Federal Trade Commission (FTC), which has a dual mandate to...     

Consumer Satisfaction with Government Services

This study reports on Canadian consumer satisfaction with six government services in two time periods, 1983 and 1988. A taxonomy of government services is developed based on heterogeneity of consumer needs and extent of consumer experience with government services. This framework is used to organise the analysis of regional and demographic differences between satisfied and dissatisfied individuals. Results of the study indicate the majority of people are very satisfied with all six government services in both time-periods. Variation does exist across types of services and several regional and demographic variables are found to be significantly different across satisfied and dissatisfied respondents within each service.     

Consumer Satisfaction with a Managed Health Care Plan

This study estimates the effects of four categories of variables hypothesized to influence patient satisfaction with a managed care health benefits plan. Ordinal probit is used to include the full spectrum of information available on the satisfaction measure. Results indicate that personal experience, expectations, and judgments about services covered influence overall satisfaction with the plan. Individual differences have little effect on satisfaction.     

Evaluating Consumer Protection Laws: II. Promising Methods

Three quasi-experimental research designs which promise the possibility of yielding strong conclusions about the effects of consumer protection initiatives are reviewed. The threats to internal validity which face these designs are described and illustrated with specific studies. The broader implications of evaluation research for consumer protection are discussed.     

The Use of Logistic Regression Analysis to Evaluate Customer Satisfaction with a Telephone Hotline

Abstract

This article describes a method used to evaluate customer satisfaction with a telephone Hotline that, at the time of the study, received more than 200,000 calls annually. The statistical analysis, which is based on responses to a customer survey, specifies three logistic regression models as a set of recursive equations estimated in a two-stage process. The first stage analysis estimates two equations designed to measure service quality characteristics that contribute to customer satisfaction. The second stage analysis estimates the likelihood that customers were satisfied with their Hotline experience, as a function of the service quality characteristics and other factors. The results of the analysis provided several practical areas lor improving customer satisfaction with the Hotline.     

汽车消费行为与消费者满意度研究

<正>企业的经营环境受到不同层次的控制。市场分析的目标是预测到那些无法控制的事件,并影响那些能够控制的事情,使其向对你有利的方向发展。要达到这个目标,需要不断地对市场环境进行分析。     

Rectifying Consumer Protection Law and Establishing of a Consumer Court in Indonesia

Journal of Consumer Policy - In 2001, Indonesia established the Consumer Dispute Resolution Body (CDRB) based on the instruction of the Consumer Protection Act (CPA) in 1999 to provide consumers...     

Measuring Satisfaction with Services when the Customer Is Not the Consumer

Typically, nonprofit and public institutions offer their customers services as opposed to manufactured, marketed, tangible products. Marketers in the not-for-profit and public sectors must be aware of the ways in which traditional, product-bound marketing tools must be changed to accommodate the unique nature of services. This paper considers how measures of customer satisfaction are inadequate to capture satisfaction with services especially in the situation typical to nonprofits where the customer (purchaser) of the service, is a different person from the consumer (user) of the service. This customer-consumer differentiation is necessary because it appears that in the case of high involvement services in which the customer is not the consumer, inflated satisfaction ratings occur when conventional measures are applied. It is argued that these ratings may be caused by a desire to avoid dissonance or by a faulty attribution process, but whatever their cause, new measures of satisfaction need to be developed to accommodate the special nature of these services.     

Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services

Does the widely accepted espectancy-disconfirmation model apply to situations within a financial services context? Or could it be, due to specific characteristics of services, that a different model applies? This paper addresses these questions and tests the relationships between consumer expectations, performance, disconfirmation, .satisfaction and repeat purchase in a lisrel model. The results would suggest that the relevancy of disconfirmation is fairly apparent and that expectations have only an indirect influence on satisfaction where financial services are concerned. The performance level of financial services however has a strong positive direct effect on satisfaction.     

透过生活价值观看汽车用户满意度

近几年,中国汽车市场发展如火如荼,目前已成为年产500万辆的世界汽车大国。各汽车生产厂商不断加大投资力度、扩大产能,世界汽车产业巨头也将目光聚焦在了中国,市场竞争激励。同时伴随经济的发展,入均GDP突破1000美元大关,出现了以汽车和住房消费为代表的消费升级。在这样的市场状况下,竞争与机会并存,对中国汽车生产厂商无疑是把双刃剑。     

A Regret Theory Approach to Assessing Consumer Satisfaction

Because consumer satisfaction is an important determinant of brandloyalty and word-of-mouth communications, it has been widely studied inthe marketing literature. Much of this literature follows theexpectancy-disconfirmation paradigm, which posits satisfaction to be afunction of the positive or negative disconfirmation of one'sexpectations about the chosen brand. This article proposes a richermodel of consumer satisfaction that incorporates effects ofexpectations about the options not ultimately chosen from theconsideration set. Specifically, we posit that the expectations aboutthe unchosen alternatives affect satisfaction with one's choice whenthat choice does not meet the expectations but will have little effectwhen the choice meets expectations. A series of experimental studiesprovide support for this approach.     

从国际消费维权角度分析中国消费维权

中国消费者维权是国际消费者维权的一部分,中国消费者维权应该借鉴国际消费者维权的经验。在消费者处于弱势地位的时候,消费维权应该在完善消费者权益保护制度入手来进行,从而使得我国消费者权益保护和国际接轨。     

政府规制与消费者保护

政府规制是保护消费者利益的根本方式。本文主要通过制度分析来探讨我国消费者保护运动中政府规制的绩效及其影响,从改善政府规制规制绩效的制度建设角度提出改进措施,以期促进消费者保护与消费和谐的实现。     

消费者增权理论与我国消费者权益保护法的完善

消费者增权理论是近年来西方社会科学领域关注的热点问题之一,在消费者增权理论中,信息供给型增权和制度供给型增权是两种主要模式。我国现阶段的消费模式和消费者权益保护实践表明,制度供给型消费者增权可以更好地保护消费者利益。所以,从消费者增权理论出发,完善消费者权益保护法律体系,是增进消费者利益保护和实现消费和谐的重要举措。     

基于完善我国消费者权益保障制度的思考——兼评《消费者权益保护法》

为更好的保护消费者合法权益,规范市场主体生产经营行为,构建和谐的消费关系,我国消费者权益保障制度应当与时俱进,大胆吸纳公益诉讼制度;进一步优化完善商品召回制度;承认"职业打假人"的法律地位;强化消费者协会的职能;才有助于在全社会营造出商业诚信文化氛围,最终成为扩大内需,拉动经济持续增长的内在动力。     

Credit, Debt and Consumer Protection

Should credit consumers always be deferred to? Dr Tom Sorell contributed to the British Open University Business School MBA programme, and is Head of the Department of Philosophy at the University of Essex.     

电子商务中的消费者权益保护

电子商务作为一种新型的市场交易方式,在带给人们便捷、丰富的消费商品和服务信息的同时,也增加了消费者遭受损害的机会,极大地侵害了消费者的合法权益。本文旨在分析当前电子商务交易中存在的几种侵害消费者权益的现象,提出保护消费者权益的几点意见。     

Affective States of the Consumer and Satisfaction with Services in the Airline Industry

Abstract

While its importance in marketing is never questioned, customer satisfaction has rightly been described as “a complex and elusive phenomenon.” The search continues for factors/variables that determine its presence and magnitude. This paper examines the affective aspect of customer satisfaction in the globally important, but highly competitive airline industry. Two major forms of affective state of the consumer are examined, namely: (i) mood, and (ii) quality of life. Findings show that both tend to have significant influence on the level of satisfaction with services in the airline industry. However, some elementary services tend to be more influenced than others by these affective states of the consumer. Implications, and managerial applications of the findings for augmenting customer satisfaction in the airline industry are discussed.