Consumer Protection

Research output: Chapter in Book/Report/Conference proceedingChapter


This article deals with the issue of consumer complaint and various mechanisms aimed at addressing it. It reviews empirical studies of the interplay between consumer complaining behavior, dispute resolution mechanisms, and administrative enforcement of consumer laws. The article illustrates the evolution of consumer protection and provides a logical framework within which to suggest areas for expanded empirical work in this area. This article reveals research studies on complaining behavior focusing on marketing studies and socio-legal studies. It analyzes the studies linking consumer dissatisfaction and complaining and identifies positive correlations between a variety of factors and a willingness to lodge complaints with third parties. It concerns one main feature of the early empirical work on consumer behavior and information about how much of it is sponsored by governmental entities. The empirical research on consumer complaints reviewed here suggests a number of avenues for future directions in this important area.

Original languageEnglish (US)
Title of host publicationThe Oxford Handbook of Empirical Legal Research
PublisherOxford University Press
ISBN (Electronic)9780191743641
ISBN (Print)9780199542475
StatePublished - Sep 18 2012

Bibliographical note

Publisher Copyright:
© Oxford University Press, 2010. All rights reserved.


  • Consumer behavior
  • Consumer complain
  • Consumer laws
  • Marketing studies
  • Socio-legal studies


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