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Consumer Affairs: Viability of the Corporate Response

AS a result of pressures from both government and consumer groups, some corporations have established new departments of consumer affairs. Because the nature of these departments has varied widely from one industry to another, and because of their newness, it has been difficult to form a sufficiently lucid understanding of their activities to evaluate their progress and problems. In the study reported here, an attempt was made to gather information on the new departments to provide a better understanding of their nature and activities. Toward this end, data describing the new operations were obtained from the chief executives of these departments and critically evaluated. Drawing on this analysis, the authors present some suggestions for improving the present operation of the departments, as well as topics for future research. In addition, some thoughts are offered to the effect that, in the longer run, basic changes must be made in the goals of corporations if substantial progress is to be made in reducing the conflicts of consumer affairs.