Consumers' perceptions of prepurchase shopping problems and solutions : major findings and directions for action / John D. Claxton, J.R. Brent Ritchie.: RG23-56/1980E-PDF

"Consumer satisfaction/dissatisfaction has become an issue of increasing interest in recent years as manufacturers and retailers seek ways to attract and keep customers and policy makers consider alternatives for improving consumer welfare. This paper reports on a major research project in this area based on a series of interviews with a sample of consumers in five major urban centres across Canada to study the prepurchase problems of Canadian consumers. Its purpose was twofold: (i) to understand what prepurchase problems consumers themselves consider to be significant; and (ii) to determine the priority that consumers, on the one hand, and government specialists in consumer interests, on the other, would assign to potential solutions to these problems"--Executive summary.

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