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Title
COLLECTING COMPREHENSIVE CONSUMER COMPLIANT DATA BY SURVEY RESEARCH.
Authors
Day, Ralph L.; Landon Jr., E. Laird
Abstract
Although widely relied upon by policy makers, the consumer complaint data used in the past have been seriously flawed. This paper reports a pilot study utilizing survey research methods for providing higher quality data on complaints and the behavior of complainers plus more general data on the entire range of the satisfaction dissatisfaction continuum.
Publication
Advances in Consumer Research, 1976, Vol 3, Issue 1, p263