U.K. Retail Consumers--Are They Being Served?

Abstract

The essence of this paper is an investigation of consumers' experiences, identifying sources of satisfaction and dissatisfaction, and methods of resolution. The empirical work engenders a perspective in this paper which extends beyond the usual parameters of the marketer. The findings reveal that any complacency that the products and service providers may have about levels of consumer satisfaction are misplaced. In addition to discussing the extent and nature of consumer dissatisfaction, the paper proposes a key means of redemption. The specific context of the research is the UK retail industry which, it is argued, merits concentrated focus due to the significance of its economic, social, and consumer characteristics.