Abstract
In this chapter, Yasmin first gives an overview of the existing analytical frameworks for the Access to Justice. Subsequently, relevant research results on the topic are presented. The role of this chapter is to lay a base for the analytical framework which is developed in Chapter 5: The framework builds on the existing analytical frameworks, and where testable hypotheses are needed, they are derived from the results of previous research.
Keywords
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Alterman, O., A. Ninienda, S. Rodella, and K. Varzi. 2002. “The Law People See: The Statute of Dispute Resolution in the Provinces of Sierra Leone in 2002.” National Forum for Human Rights Publication.
Anderson, M. R. 1996. “The Conquest of Smoke: Legislation and Air Pollution in Colonial Calcutta.” In Nature, Culture, Imperialism: Essays on the Environmental History of South Asia: Conference Entitled South Asia’s Changing Environment, Held at the Bellagio Conference Center, Lake Como, Italy, Between 16 and 20 March 1992, edited by D. Arnold and R. Guha, 293–335. Oxford India paperbacks. New Delhi: Oxford University Press.
Anderson, M. R. 2003. “Access to Justice and Legal Process: Making Legal Institutions Responsive to Poor People in LDCs.” University of Sussex IDS Working Paper 178.
Andreasen, A. R. 1988. “Consumer Complaints and Redress: What We Know and What We Don’t Know.” In The Frontier of Research in the Consumer Interest, edited by E. S. Maynes, 675–722. Columbia: American Council on Consumer Interests.
Andreasen, A. R., and J. Manning. 1990. “The Dissatisfaction and Complaining Behavior of Vulnerable Consumers.” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 3 (1): 12–20.
Bahdi, R. 2007. “Background Paper on Women’s Access to Justice in the MENA Region.” Women’s Rights and Citizenship (WRC) Program and the Middle East Regional Office (MERO), Middle East and North African (MENA) Regional Consultation, December 9–11.
Baloglu, S., M. Gyung Kim, C. Wang, and A. S. Mattila. 2010. “The Relationship Between Consumer Complaining Behavior and Service Recovery.” International Journal of Contemporary Hospitality Management 22 (7): 975–91.
Barendrecht, M., J. Mulder, and I. Giesen. 2006. “How to Measure the Price and Quality of Access to Justice?” SSRN Electronic Journal. https://doi.org/10.2139/ssrn.949209.
Bearden, W. O., and J. B. Mason. 1984. “An Investigation of Influences on Consumer Complaint Reports.” Advances in Consumer Research (11): 490–95.
Bearden, W. O., and J. E. Teel. 1983. “Selected Determinants of Consumer Satisfaction and Complaint Reports.” Journal of Marketing Research 20 (1): 21–28.
Bedner, A., and J. A. C. Vel. 2010. “An Analytical Framework for Empirical Research on Access to Justice.” Law, Social Justice & Global Development Journal 15 (1).
Bello, L. 2010. “Small Claims, Big Claims: Consumers Perceptions on the Small Claims Process.” Consumer Focus. Accessed May 30, 2015. http://www.consumerfocus.org.uk/files/2010/10/Small-claims-WEB-FILE.pdf.
Best, A., and A. R. Andreasen. 1977. “Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress.” Law & Society Review 11 (4): 701–42.
Bitner, M. J., B. H. Booms, and M. S. Tetreault. 1990. “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents.” Journal of Marketing 54 (1): 71–84.
Blodgett, J. G., D. H. Granbois, and R. G. Walters. 1993. “The Effects of Perceived Justice on Complainants’ Negative Word-of-Mouth Behavior and Repatronage Intentions.” Journal of Retailing 69 (4): 399–428.
Blodgett, J. G., K. L. Wakefield, and J. H. Barnes. 1995. “The Effects of Customer Service on Consumer Complaining Behavior.” Journal of Services Marketing 9 (4): 31–42.
Blodgett, J. G., and R. D. Anderson. 2000. “A Bayesian Network Model of the Consumer Complaint Process.” Journal of Service Research 2 (4): 321–38.
Bodey, K., and D. Grace. 2007. “Contrasting “Complainers” with “Non-complainers” on Attitude Toward Complaining, Propensity to Complain, and Key Personality Characteristics: A Nomological Look.” Psychology and Marketing 24 (7): 579–94.
Bolfing, C. P. 1989. “How Do Customers Express Dissatisfaction and What Can Service Marketers Do About It?” Journal of Services Marketing 3 (2): 5–23.
Buscaglia, E. 2001. “Investigating the Links Between Access to Justice and Governance Factors: An Objective Indicators’ Approach.” CICP Research and Scientific Series 13. Accessed November 30, 2017. https://www.unodc.org/pdf/crime/gpacpublications/cicp13.pdf.
Cappelletti, M., and B. G. Garth. 1978. “Access to Justice: The Newest Wave in the Worldwide Movement to Make Rights Effective.” Buffalo law review 27 (2): 181–292.
Crié, D. 2003. “Consumers’ Complaint Behaviour. Taxonomy, Typology and Determinants: Towards a Unified Ontology.” Journal of Database Marketing & Customer Strategy Management 11 (1): 60–79.
Dale, P. 2008. “Access to Justice in Sierra Leone: A Review of the Literature.” World Bank Justice for the Poor Program.
Datta, A. 2012. The Illegal City: Space, Law and Gender in a Delhi Squatter Settlement. Gender, Space and Society. Farnham, Surrey: Ashgate.
Davidow, M. 2003. “Have You Heard the Word? The Effect of Word of Mouth on Perceived Justice, Satisfaction and Repurchase Intentions Following Complaint Handling.” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior (16): 67–80.
Day, R. L., and E. L. Landon. 1976. “Collecting Comprehensive Consumer Complaint Data By Survey Research.” Advances in Consumer Research (3): 263–68.
Day, R. L., and E. L. Landon. 1977. “Toward a Theory of Consumer Complaining Behavior.” Consumer and Industrial Buying Behavior, 425–37.
Day, R. L., K. Grabicke, T. Schaetzle, and F. Staubach. 1981. “The Hidden Agenda of Consumer Complaining.” Journal of Retailing 57 (3): 86–106.
De Matos, C. A., V. A. Vieira, and R. T. Veiga. 2012. “Behavioural Responses to Service Encounter Involving Failure and Recovery: The Influence of Contextual Factors.” The Service Industries Journal 32 (14): 2203–17.
Donoghue, S., and H. M. de Klerk. 2009. “The Right to Be Heard and to Be Understood: A Conceptual Framework for Consumer Protection in Emerging Economies.” International Journal of Consumer Studies 33 (4): 456–67.
Duggan, A. J. 2003. “Consumer Access to Justice in Common Law Countries: A Survey of Issues from a Law and Economics Perspective.” In International Perspectives on Consumers’ Access to Justice, edited by C. F. Ricket and T. G. Telfer, 46–67. Cambridge: Cambridge University Press.
Folkes, V. S. 1984. “Consumer Reactions to Product Failure: An Attributional Approach.” Journal of Consumer Research 10 (4): 398–409.
Fox, G. L. 2009. “Getting Good Complaining Without Bad Complaining.” Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior (22): 23–40.
Gaedeke, R. M. 1972. “Filing and Disposition of Consumer Complaints: Some Empirical Evidence.” Journal of Consumer Affairs 6 (1): 45–56.
Grégoire, Y., and R. J. Fisher. 2008. “Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies.” Journal of the Academy of Marketing Science 36 (2): 247–61.
Grønhaug, K. 1977. “Exploring Consumer Complaining Behavior: A Model and Some Empirical Results.” In Advances in Consumer Research, edited by W. Perreault, 159–654. Atlanta.
Grønhaug, K., and G. Zaltman. 1981. “Complainers and Noncomplainers Revisited: Another Look at the Data.” Journal of Economic Psychology 1 (2): 121–34.
Halstead, D., and C. Dröge. 1991. “Consumer Attitudes Toward Complaining and the Prediction of Multiple Complaint Responses.” Advances in Consumer Research 18 (1): 210–16.
Halstead, D., M. A. Jones, and A. N. Cox. 2007. “Satisfaction Theory and the Disadvantaged Consumer.” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 20: 15–35.
Hardoy, J. E., and D. Satterthwaite. 1989. Squatter Citizen: Life in the Urban Third World. London: Earthscan.
Hernandez, S. A., W. Strahle, H. L. Garcia, and R. C. Sorensen. 1991. “A Cross-Cultural Study of Consumer Complaining Behavior: VCR Owners in the U.S. and Puerto Rico.” Journal of Consumer Policy 14 (1): 35–62.
Hirschman, A. O. 1978. Exit, Voice and Loyality: Responses to the Decline in Firms, Organizations and State. 6th ed. Cambridge: Harvard University Press.
Huppertz, J. W. 2007. “Firms’ Complaint Handling Policies and Consumer Complaint Voicing.” Journal of Consumer Marketing 24 (7): 428–37.
Istanbulluoğlu, D. 2014. An Exploration of Consumers’ Online Complaining Behaviour on Facebook. PhD Thesis, University of Birmingham, Birmingham.
Jacoby, J., and J. Jaccard. 1981. “The Sources, Meaning, and Validity of Consumer Complaint Behavior: A Psychological Analysis.” Journal of Retailing 57 (3): 4–24.
Jin, L. Y. 2010. “Determinants of Customers’ Complaint Intention.” Nankai Business Review International 1 (1): 87–99.
Jones, M. A., K. E. Reynolds, D. L. Mothersbaugh, and S. E. Beatty. 2007. “The Positive and Negative Effects of Switching Costs on Relational Outcomes.” Journal of Service Research 9 (4): 335–55.
Keaveney, S. M. 1995. “Customer Switching Behavior in Service Industries: An Exploratory Study.” Journal of Marketing 59 (2): 71–82.
Kim, J., and S. Boo. 2011. “Influencing Factors on Customers’ Intention to Complain in a Franchise Restaurant.” Journal of Hospitality Marketing & Management 20 (2): 217–37.
Kim, C., S. Kim, S. Im, and C. Shin. 2003. “The Effect of Attitude and Perception on Consumer Complaint Intentions.” Journal of Consumer Marketing 20 (4): 352–71.
Landon, E. L. 1980. “The Direction of Consumer Complaint Research.” Advances in Consumer Research 7: 335–38.
Levesque, T. J., and G. H. G. McDougall. 1996. “Customer Dissatisfaction: The Relationship Between Types of Problems and Customer Response.” Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l’Administration 13 (3): 264–76.
Liu, R. R., and P. McClure. 2001. “Recognizing Cross‐Cultural Differences in Consumer Complaint Behavior and Intentions: An Empirical Examination.” Journal of Consumer Marketing 18 (1): 54–75.
MacCoun, R. J. 2005. “Voice, Control, and Belonging: The Double-Edged Sword of Procedural Fairness.” Annual Review of Law and Social Science 1 (1): 171–201.
Mattila, A. S. 2001. “The Effectiveness of Service Recovery in a Multi‐Industry Setting.” Journal of Services Marketing 15 (7): 583–96.
Maute, M. F., and W. R. Forrester. 1993. “The Structure and Determinants of Consumer Complaint Intentions and Behavior.” Journal of Economic Psychology 14 (2): 219–47.
McCollough, M. A., L. L. Berry, and M. S. Yadav. 2000. “An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery.” Journal of Service Research 3 (2): 121–37.
Mulcahy, L., and J. Q. Tritter. 1998. “Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints.” Sociology of Health and Illness 20 (6): 825–47.
Oh, D.-G. 2004. “Complaining Behavior of Academic Library Users in South Korea.” The Journal of Academic Librarianship 30 (2): 136–44.
Paninchukunnath, A., and A. Goyal. 2011. “Service Worker Behaviours and Service Setting Facets—Consumers’ Perspective.” Asia Pacific Journal of Marketing and Logistics 23 (3): 304–26.
Pásara, L. 1984. “Perú: Administración de ¿Justicia?”. Consejo Latinoamericano de Derecho y Desarrollo.
Phau, I., and R. Puspita Sari. 2004. “Engaging in Complaint Behaviour.” Marketing Intelligence & Planning 22 (4): 407–26.
Ramsay, I. 2012. Consumer Law and Policy: Text and Materials on Regulating Consumer Markets. 3rd ed. Oxford: Hart.
Rhode, D. L. 2004. Access to Justice. Oxford and New York: Oxford University Press.
Richins, M. L. 1982. “An Investigation of Consumers’ Attitudes Toward Complaining.” Advances in Consumer Research (9): 502–6.
Richins, M. L. 1983. “Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study.” Journal of Marketing 47 (1): 68–78.
Richins, M. L., and B. J. Verhage. 1985. “Seeking Redress for Consumer Dissatisfaction: The Role of Attitudes and Situational Factors.” Journal of Consumer Policy 8 (1): 29–44.
Richins, M. L. 1987. “A Multivariate Analysis of Responses to Dissatisfaction.” Journal of the Academy of Marketing Science 15 (3): 24–31.
Roos, I., B. Edvardsson, and A. Gustafsson. 2004. “Customer Switching Patterns in Competitive and Noncompetitive Service Industries.” Journal of Service Research 6 (3): 256–71.
Singh, J., and S. Pandya. 1991. “Exploring the Effects of Consumers’ Dissatisfaction Level on Complaint Behaviours.” European Journal of Marketing 25 (9): 7–21.
Singh, J., and R. E. Wilkes. 1996. “When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates.” Journal of the Academy of Marketing Science 24 (4): 350–65.
Stephens, N., and K. P. Gwinner. 1998. “Why Don’t Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior.” Journal of the Academy of Marketing Science 26 (3): 172–89.
Thomas, D., and F. Frizon. 2012. “Resolving Disputes Between Consumers and Financial Businesses: Fundamentals for a Financial Ombudsman.” World Bank Global Program on Consumer Protection and Financial Literacy.
Thompson, J., ed. 2000. Acceso a la justicia y equidad: Estudio en siete países de América Latina. 1a. ed. San José, Costa Rica, Washington, DC: Instituto Interamericano de Derechos Humanos; Banco Interamericano de Desarrollo.
Thompson, B., and G. Potter. 1997. “Governmental Corruption in Africa: Sierra Leone as a Case Study.” Crime, Law and Social Change 28 (2): 137–54.
Ursic, M. L. 1985. “A Model of the Consumer Decision to Seek Legal Redress.” Journal of Consumer Affairs 19 (1): 20–36.
Voorhees, C. M. 2005. “A Service Perspective on the Drivers of Complaint Intentions.” Journal of Service Research 8 (2): 192–204.
Voorhees, C. M. 2006. “A Voice from the Silent Masses: An Exploratory and Comparative Analysis of Noncomplainers.” Journal of the Academy of Marketing Science 34 (4): 514–27.
Warland, R. H. E. X., R. O. Herrmann, and J. Willtis. 1975. “Dissatisfied Consumers: Who Gets Upset and Who Takes Action.” Journal of Consumer Affairs 9 (2): 148–63.
Webb, D. 1996. “Legal System Reform and Private Development in Developing Countries.” In Economic Development, Foreign Investment and the Law: Issues of Private Sector Involvement, Foreign Investment and the Rule of Law in a New Era, edited by R. Pritchard, 1st ed. International Bar Association Series. London: Kluwer Law International.
Wilson, T., N. Howell, and G. Sheehan. 2009. “Protecting the Most Vulnerable in Consumer Credit Transactions.” Journal of Consumer Policy 32 (2): 117–40.
Yuksel, A., U. K. Kilinc, and F. Yuksel. 2006. “Cross-National Analysis of Hotel Customers’ Attitudes Toward Complaining and Their Complaining Behaviours.” Tourism Management 27 (1): 11–24.
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
Copyright information
© 2018 The Author(s)
About this chapter
Cite this chapter
Olteanu, Y. (2018). Literature Survey. In: Access to Justice in Microfinance . Palgrave Studies in Impact Finance. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-95324-3_3
Download citation
DOI: https://doi.org/10.1007/978-3-319-95324-3_3
Published:
Publisher Name: Palgrave Macmillan, Cham
Print ISBN: 978-3-319-95323-6
Online ISBN: 978-3-319-95324-3
eBook Packages: Economics and FinanceEconomics and Finance (R0)