A&B Telemarketing: A Case Study in Consumer Dissatisfaction and Complaining Behavior

Authors

  • James Kent Pinney University of Nevada
  • Larry Strate University of Nevada

Abstract

Ample evidence exists demonstrating that marketing institutions that fail to satisfy all of their customers all of the time are still permitted to function in society. This paper is a case study of one marketing institution that did not satisfy all of its customers all of the time. However, it failed to satisfy a few who chose to file formal complaints against the institution. As a result, the institution was fined and ordered by the courts to cease and desist. Should the legal system expect or demand such requirements of marketing institutions within the business community?

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Published

2022-03-28

Issue

Vol. 5 (1992): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

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