Manufacturers′ Redress Actions: Testing Response Error

Abstract

The topic of consumer complaining has been given limelight in recent years with a spate of food scares, new legislation in the food industry and the Citizen′s Charter in public services. Reports an investigation into complaint handling in the UK grocery market using a bogus complaint letter and a self‐report survey of manufacturers. The two methods produced substantially different results and highlight the degree of response error in self‐report survey research. The research also addressed the question of fraudulent complaints and their detection.

Citation

Mitchell, V.‐. and Critchlow, C. (1993), "Manufacturers′ Redress Actions: Testing Response Error", British Food Journal, Vol. 95 No. 1, pp. 33-41. https://doi.org/10.1108/00070709310023459