Lilleker, C.Y.; Mapes, R.E.A.; Riley, C.S. - In: European Journal of Marketing 3 (1969) 4, pp. 218-222
Discusses frequency of complaints and the fact that very few unsatisfactory items are not complained about. States also that frequency of purchase does not stereotype complainers as middle‐class, middle‐aged women. Documents, as part of a two‐year research project sponsored by the Consumer...