Consumer Support Networks : assessment of need for consumer information and advice service
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Date
2005-03Author
Brennan, Carol
Galloway, Alison
Hughes, Alan
Fang, Wang
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Brennan, C., Galloway, A., Hughes, A. & Fang, W. (2005) Consumer Support Networks : assessment of need for consumer information and advice service, International Journal of Consumer Studies, vol. 29, , pp. 159-167,
Abstract
Research evidence suggests that UK consumers are facing
significant problems with goods and services and are in
need of information and advice to avoid or redress such
situations. Consumers are not always aware of their rights
nor where they can access consumer advice services. In
2000, the Department of Trade and Industry launched the
Consumer Support Network (CSN) programme in Great Britain
to improve consumer access to expert, accurate and
timely advice. One challenge faced by these Networks and
many other agencies is to assess the needs of consumers
for consumer information and advice services. A needs
assessment is required as a key element in the effective
planning and development of services in each Network at a
local level. The focus of the needs assessment at the local
level is to encourage Networks to consider suitable solutions to meet the needs of people in their communities. This paper provides a review of the development of Consumer Support Networks in Great Britain and discusses the importance of needs assessment to service providers such as CSNs and other agencies. It reveals the complexity associated with conducting effective needs assessments including the various aspects of needs, consumer segmentation and characteristics of consumer information and advice. Further research is being carried out at Queen Margaret University College, UK, with a view to the development of a scientific model for the assessment of need for consumer information and advice services.
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