Demographic Characteristics of Canadian Consumer Complainers

A survey of over 17,000 Canadian consumers who had written a letter of complaint to one of several government or consumer service agencies in 1972 found that the average consumer complainer is a middle aged, well educated, affluent, managerial-professional man or woman. The study also found that 49 percent of complaint letters are written by only 24 percent consumer of complainers and that consumers who write several letters of complaint are also well educated, affluent, and have managerial/professional occupations. These findings suggest that care must be taken in using consumer complaint data to identify the nature and severity of consumer problems in the marketplace or as a foundation for government policy and programs.     

Risk Regulation and Consumer Welfare

Health and safety have become major consumer concerns in the 1980s. Major issues focus on who should decide for whom what level of safety and health is appropriate. This paper examines the role of consumers and government in reducing risk. Consideration is given to consumer risk perception and risk response, the need for government intervention, and the various risk evaluation procedures that might be used by government agencies to develop appropriate risk management strategies.     

Dissecting Word-of-Mouth's Effectiveness and How to Use It as a Proconsumer Tool

Companies are increasingly relying on alternative promotional activities, such as word-of-mouth communication (WOM), to reach their target markets. From a consumer protection perspective this may be troubling, as consumers may not always be aware of what is commercially motivated WOM and what is not. Based on a synthesis of the literature, this article develops the first practitioner-friendly model, which explains WOM's effectiveness as an information source for consumers and why it is a powerful tool for nonprofit organizations and government agencies. Then nine recommendations are developed to help nonprofit organizations and government agencies use WOM more effectively as a proconsumer tool. This is the first article to conceptualize proconsumer WOM rather than naturally occurring WOM or commercial WOM and to specifically focus on WOM to protect and educate consumers. The study paves the way to an untapped research area; that of proconsumer WOM by nonprofit organizations and government agencies.     

Consumer Protection in Cyber Space and the Ethics of Stewardship

This paper explores how consumer protection is evolving in the information-communications technology (ICT) sector. Traditionally, consumer protection law regimes are vertical in design and somewhat paternalistic in attitude. Requirements are imposed by governmental agencies on providers of goods and services with a view to protecting consumers. In many cases, consumers are not actively engaged by regulatory regimes in their own protection and may not be able to contract out of provisions designed for their protection. In the context of internet-based activities, however, a paradigm shift is necessary to protect not only the individual consumer but the wider network of consumers using the internet. This paper explores what consumer protection should look like in our hyper-connected, online world. Its central argument is that a new sort of model is necessary for consumer protection in the ICT sector. In the context of internet-based activities, regulators must engage consumers on a horizontal level as co-stewards of the internet. This involves more than just education about the risks of malware and online scams. The consumer protection framework must draw consumers into its structure as proactive agents working collaboratively with government, internet service providers, and other stakeholders to promote cyber security.     

An examination of the relationship among consumer lifestyles,ethnocentrism, knowledge structures,attitudes and behavioural tendencies: a comparative study in two CIS states

The objective of this study is to investigate ethnocentric and/or regiocentric behaviour of Azeri and Kyrgyz consumers. In particular, the study focuses on how ethnocentrism explains consumers' attitudes, intentions and actual purchasing behaviour towards products from major sourcing countries. Data for the study were collected through personal interviews in four districts of Greater Bishkek: the capital city of Kyrgyz Republic, and Baku, the capital city of Azerbaijan. Survey findings lend greater support to earlier studies conducted in the USA, Western and Eastern Europe and Japan. Non-ethnocentric Kyrgyz and Azeri consumers have significantly more favourable belief structures, attitudes, intentions and the resultant purchasing behaviour regarding imported products compared to their ethnocentric Azeri and Kyrgyz consumer counterparts. The findings of the study offer important research, public policy and managerial implications for companies, government agencies and international donor agencies alike who are either operating in the region or contemplating an entry in the future. Foreign companies may use pan-regional marketing strategies and may be able to standardise their products and marketing strategies in the region, since consumers have identical and/or very similar use behaviour and uses for the products and services.     

Quality-Labeled Vegetable Consumption in Malaysia: Factors Affecting Attitude and Purchase Intent

The rising rate of foodborne diseases has caused not just consumers but also food producers to become increasingly concerned about food safety. As a result, the government of Malaysia, together with relevant bodies, have introduced quality-assurance agencies to certify food products that are produced, processed, and handled with methods that are acknowledged by the certification agencies as clean and safe for consumption. This study aims to identify the factors influencing consumer purchasing behavior toward quality-labeled vegetables. A survey was conducted using a self-administered questionnaire and distributed randomly to consumers in public places in the Klang Valley. Four hundred and sixteen respondents were approached. The results indicate that most of the respondents are aware of food quality labels. Using factor analysis, four latent factors that influence consumer attitude toward quality-labeled vegetables were identified, and the importance of quality attributes (sensory, health, safety, and social attributes) in shaping those attitudes was also shown.     

A COMPARATIVE ANALYSIS OF ELDERLY PERCEPTIONS OF THE CONSUMER MOVEMENT*

The decade of the 1970s witnessed the passage of an unparallelled amount of legislation designed to protect the needs of disadvantaged and low income consumers, characteristics which describe many members of the elderly population segment. This research was designed to assess elderly perceptions of the market-place today and of the performance of businesses and government agencies in protecting and promoting their interest as buyers. The elderly, when compared to other population segments, showed a more negative attitude toward the accomplishments of the consumer movement and the role of businesses and government in protecting buyers than other population segments.     

Consumer input in standardization: a case study of toy safety

Abstract

Ever since the ‘new approach’ to the achievement of the Internal Market was adopted, the importance of European Standardization has increased. The standardization institutes are now responsible for the technical elaboration of requirements touching upon health and safety of consumers. Therefore, it is of major importance for consumer movements to have an input in the process. In this study, the consumer interest articulation in the ‘new approach’ policy-making process is looked into. The role consumer organizations play in both the pre-standardization and the actual standardization stage are dealt with. Toy safety is taken as a case-study, and the information for the research was mainly gathered from interviews with about 30 representatives of European and national consumer movements, government agencies and industry involved in this field

The study shows that the influence of consumers in the pre-standardization stage, when a directive is drafted and a mandate negotiated between the European Commission and the standardization institutes, is limited

As concerns the standardization stage, consumers have representation in technical committees and working groups of the European standardization institutes. The participation of European and national representatives is compared

The main findings of this research are that consumer input in the actual standardization process is crucial, since their input in the pre-standardization phase is limited. In addition to this, the European and the national consumer representatives are not equally successful in assuring consumer input in this particular policy area. The causes for this difference are considered.     

Voluntary simplicity and the ethics of consumption

The increased levels of consumption that have accompanied our consumer‐oriented culture have also given rise to some consumers questioning their individual consumption choices, with many opting for greater consumption simplicity. This link between consideration of actual consumption levels and consumer choices is evident among a group of consumers known as ethical consumers. Ethical consumers consider a range of ethical issues in their consumer behavioral choices. Particularly prevalent is voluntary simplification due to concerns for the extent and nature of consumption. Through the presentation of findings from two qualitative studies exploring known ethical consumers, the relationship of consumer attitudes to consumption levels, and how these attitudes impact approaches to consumer behavior, are discussed. © 2002 John Wiley & Sons, Inc.     

A Temporary Federal Discount Program to Stimulate Consumer Spending

In this paper, we evaluate a new proposal to stimulate recovery from the current recession: a temporary federal price discount on consumer goods. An attractive feature of the temporary federal discount program is that it gives consumers a price incentive to purchase more rather than simply giving consumers more disposable income, which they might choose to either spend or to save. According to our simulations with the Fair macro-econometric model, a temporary 20 percent federal discount on all consumer goods in a severe recession would significantly reduce the unemployment rate while causing only a small increase in federal debt as a percentage of GDP.     

Consumer education in the UK: new developments in policy,strategy and implementation

Consumer education is an integral part of the European Community's consumer policy. It plays a key role in consumer empowerment, helping consumers gain the skills, attitudes and knowledge they need to be able to gear the choices they make as consumers to their economic interests and to protect their health and safety. In its policy statement, the Directorate General for Health and Consumer Protection states that the European Community is aware that joint measures at national and Community levels should be more structured, in order to achieve maximum effectiveness. This paper aims to set out the current policy and strategic context for consumer education and empowerment in the UK; review the role of UK government bodies and other agencies concerned with developments; review recent literature; present the results of interviews with an extensive range of key stakeholders and the results of a survey of service heads for trading standards throughout the UK. It will consider implementation, partnership, resources, ideas and opportunities. The research found that the agenda for consumer education in the UK is at an interesting stage of development. The Enterprise Act 2002 gives the Office of Fair Trading (OFT) a statutory power to carry out educational activities. Consumer education is also moving up the agenda in the trading standards service. In addition, the teaching of citizenship in English schools is already stimulating new developments in consumer education. The paper will consider the need for organizations like these to work together to build on these policy developments and ensure that consumer education gains the profile it needs to influence consumer attitudes and behaviour.     

Co-operation among groups in developing and delivering programmes to consumers

The purpose of this study was to investigate the feasibility of co-operation among consumer education providers, in developing and delivering education programmes for consumers. Four groups of consumer education providers were identified for this study: business representatives, consumer advocates, government agencies and secondary school educators. Members of each group were presented with a series of 42 objectives which had been grouped into eight categories. They were asked to identify the importance of each objective and providers were compared according to their responses. Similarities and differences among consumer education providers were identified and statistical tests applied. Three objectives identified as most important by participants were: (i) developing guidelines for wise use of credit; (ii) identifying the rights and responsibilities of the consumer in our society; and (iii) establishing the essential factors in the developing of a budget. The median test identified significant differences (P < 0.05) between consumer education suppliers in the importance they assigned to consumer education objectives in three categories. Spearman rank-difference correlation test identified objectives within seven categories of objectives for which consumer educators expressed similar importance. These findings indicate sufficient agreement among consumer educators' importance ranking of objectives to indicate support for co-operative educational programmes.     

Scoring: New Legislation in Germany

Data protection has become an increasingly important aspect of consumer policy in recent years in Germany. One of the most interesting subjects under discussion was that of scoring. Scoring attempts to give a prognosis as to whether a consumer is willing and able to repay a given kind of credit. While the USA already had specific regulations on scoring, there was no such equivalent in Germany, especially with regard to consumer rights on transparency. In 2009, the German parliament approved a specific regulation under the Data Protection Act on scoring which came into effect on 1 April 2010. This new law set standards for scoring and granted transparency rights to consumers. One of the effects has been that large numbers of consumers have since availed of these new rights and addressed scoring agencies in order to receive information on their scores.     

Recalls and the Remediation of Hazardous or Defective Consumer Products: The Experiences of the Consumer Product Safety Commission and the National Highway Traffic Safety Administration

There have been many analyses of the nation's safety, health, and environmental programs, but relatively few studies of consumer protection programs. The present study attempts to add to the literature in this area by examining, through early 1982, the recall programs for hazardous or defective consumer products of two federal agencies: the Consumer Product Safety Commission (CPSC) and the National Highway Traffic Safety Administration (NHTSA). The analysis focuses on an evaluation of existing recall methods and their success in repairing hazardous products or in removing them from the marketplace. A review of several indicators of “success” suggests that a large gap exists between the set of all such hazardous products and the subset identified as hazardous and effectively acted upon by the two agencies. Some suggestions for closing this gap are noted and discussed.     

Consumer Support Networks: improving consumer advice in the UK

In 1999, Central Government launched an initiative to establish Consumer Support Networks (CSNs) throughout Scotland, England and Wales. The purpose of the networks is to improve access to high quality consumer advice services. Information and advice agencies will join together to provide expert, accurate and timely advice for consumers. By April 2002, 191 networks had been established covering in excess of 99% of the population. Only one local authority area in England has yet to establish a network. This paper reviews the development of consumer information and advice provision in the UK and considers the context for establishing CSNs. It also examines the need for consumer advice, the role of Central Government and the quality framework. Each CSN will conduct a gap analysis and assess the need for consumer advice in the local area. This will enable the network to develop a good understanding of consumers in the area and to take a more strategic approach in planning service developments to meet the identified needs. Consumer Support Networks aim to improve the provision of consumer information, education and advice. The literature suggests that consumers who are well educated regarding their rights are empowered through an increased ability to exercise them. Clearly branded advice services, marketed effectively to the public should result in higher levels of consumer awareness and, consequently, improve access to services. It is also expected that better flows of information between agencies will result in greater protection for consumers. Sharing ‘best practice’ nationwide should stimulate service improvements throughout.     

Economics of Consumer Class Actions*

The consumer class action has been hailed as the ultimate consumer remedy. It permits economies of scale in some legal proceedings which may benefit the consumer. Moreover, government agencies will not ordinarily bring suit on behalf of one of these consumers but they will, in some cases, sue on behalf of the class. In the case of a harmful commodity, if a class action is successfully adjudicated disutility is lowered for those harmed and social benefits (i.e., collective benefits) may accrue in some measure to those for whom damage was averted. Whether in the short run or the extent to which in the long run prices will be increased as a result of the adjudication of a class action depends upon the degree of competition in the market in which the producing firm operates and on the level and elasticity of the relevant supply and demand curves for the product subsequent to the suit. Even without suit being brought the effect of the threat posed by the availability of the consumer class action will be a shift to a higher quality of product and more non-price competition on the basis of quality or at least a reduction of fraud and of harmful product attributes. The overall effect of the class action being available as a legal tool should be a better performing market and better performing agencies serving the consumer. Though consumer economic welfare will not always be increased through the use of the class action, its increased use is important if we are to have a more equitable economy.     

Mature Consumer Awareness and Attitudes Toward Retirement Housing and Long-Term Care Alternatives

The retirement housing and long-term care industries have been responding to the needs of aging consumers by developing a wide range of housing facilities and personal care services. The increasing variety of long-term care options is expected to better satisfy the heterogeneous needs of older consumers. Results of a national study and qualitative research suggest that many present and potential consumers of supportive housing and long-term care services do not have a good understanding of these offerings. Many are unaware of the alternatives available. Mature consumers often perceive all long-term care negatively as nursing homes. The proliferation in the variety of housing and long-term care services and the lack of standardization in labeling products may be contributing to the misunderstanding of various options. This misunderstanding leads to consumers not obtaining the housing and long-term care services best suited to their needs. Government agencies, consumer interest groups, and housing and long-term care providers can help to differentiate products and educate consumers to better serve their needs.     

Systems Perspective on Automobile and Appliance Warranty Problems

Warranties must protect consumers to serve manufacturers, but competition is deficient as a consumer protection. Consumers seeking aid through legislation and litigation have forced government to create new institutions, but consumers can play a still more effective role in holding both government and industry to standards of social accountability.     

Consumer Support Networks: assessment of need for consumer information and advice service

Research evidence suggests that UK consumers are facing significant problems with goods and services and are in need of information and advice to avoid or redress such situations. Consumers are not always aware of their rights nor where they can access consumer advice services. In 2000, the Department of Trade and Industry launched the Consumer Support Network (CSN) programme in Great Britain to improve consumer access to expert, accurate and timely advice. One challenge faced by these Networks and many other agencies is to assess the needs of consumers for consumer information and advice services. A needs assessment is required as a key element in the effective planning and development of services in each Network at a local level. The focus of the needs assessment at the local level is to encourage Networks to consider suitable solutions to meet the needs of people in their communities. This paper provides a review of the development of Consumer Support Networks in Great Britain and discusses the importance of needs assessment to service providers such as CSNs and other agencies. It reveals the complexity associated with conducting effective needs assessments including the various aspects of needs, consumer segmentation and characteristics of consumer information and advice. Further research is being carried out at Queen Margaret University College, UK, with a view to the development of a scientific model for the assessment of need for consumer information and advice services.     

Representing the political consumer: liquid agencies in the production of consumer voice

ABSTRACT

This paper explores the consumer role in marketplace transformation by examining how political consumers become produced in food retailing. It attends to situated representational practices in a Swedish consumer cooperative that seeks to strengthen consumer voice in markets. Combining notions of political and symbolic representations, the paper demonstrates the production of spokespersons for the cooperatives’ owners who, in turn, work to engage other consumers to voice and enact concerns in the cooperative. Four stages of representational practices are identified: (s)electing, equipping, engaging, and enacting. These practices are conceptualised as part of processes of agencing and concerning: (s)electing and equipping work to arrange consumer agencies, while engaging and enacting refer to ways of concerning others that put agencies into motion. Agencies are proposed as liquid in character and the capacity of consumers to shape markets comes into effect depending upon how agencies continuously become connected to each other.