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Cited by 47Consumer Market Behavior and PricingConsumer Behavior in Brand Consumption and IdentificationCustomer Service Quality and Loyalty

Whose Voice Do We Hear in the Marketplace? Evidence from Consumer Complaining Behavior

Raval, Devesh·2020·Marketing Science
DOI 10.1287/mksc.2018.1140
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Abstract

Victims from heavily minority areas complain to the government much less than those from nonminority areas, relative to their degree of victimization.

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Crossref · 10.1287/mksc.2018.1140

Cites

24 of 24 references verified0 citation errors · 0 not checkable

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  • Lack of trust in authorities and lack of social capital may account for lower rates of fraud reporting among residents in predominantly minority communities compared to residents in predominantly white communities.

    “Raval's (2020) analysis indicates that lack of trust in authorities and lack of social capital may account for lower rates of fraud reporting among residents in predominantly minority communities compared to residents in predominantly white communities.”

    From Profiling consumers who reported mass marketing scams: demographic characteristics and emotional sentiments associated with victimization (2024) · cites this paper as Raval 2020

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Authors
Raval, D.
Affiliations
Federal Trade Commission (US)
Corresponding author
Raval, Devesh
ORCID
Raval, Devesh
Venue
Marketing Science
Publisher
Institute for Operations Research and the Management Sciences (INFORMS)
Published
2020-01
Volume
39
Issue
1
Pages
168-187
ISSN
  • 0732-2399 (ISSN-L)
  • 1526-548X
DOI
10.1287/mksc.2018.1140
OpenAlex
W2973591486
Cited by
47
References
25
Citations by year
2026: 7 · 2025: 7 · 2024: 6 · 2023: 3 · 2022: 9 · 2021: 7 · 2020: 5 · 2019: 2 · 2016: 1
FWCI
7.55
Type
journal article
Language
en
Open access
closed
Locations
Marketing Science (publishedVersion, public-domain)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Market Behavior and Pricing
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Keywords
customer complaints, consumer voice, minority consumers, racial disparities, consumer protection

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