Article1994

Bill Collectors and Consumers: A Troublesome Exchange Relationship

32 citations0/0 files storedJournal of Public Policy & Marketing

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Consumer Behavior in Brand Consumption and Identification

Abstract

The author examines the interface between bill collectors and consumers through the use of in-depth interviews. One important result is a profile of both bill collectors and consumer debtors that includes an understanding of their beliefs and attitudes toward as well as reactions to each other. To develop this profile, details of the debt collection process, including the activities of bill collectors, the reactions of consumers, and their resulting relationship, are provided. The author closes with public policy implications, further research opportunities, and broader implications for marketers.

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References

1985Economic Action and Social Structure: The Problem of Embeddedness 1990Grounded theory research: Procedures, canons, and evaluative criteria 1988The Long Interview 1986The Bases of Social Power 1992Advances in Consumer Research 1983The Managed Heart 1987The Buying Impulse 1986Reflections on gender and science

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2015Agency and Communion as a Framework to Understand Consumer Behavior

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