How Important is Procedural Justice for Consumer Dispute Resolution? A Case Study of an Ombudsman Model for European Consumers

Naomi Creutzfeldt ()

Journal of Consumer Policy, 2014, vol. 37, issue 4, 527-546

Abstract: Recent EU legislation has mandated the extension of comprehensive coverage of consumer dispute resolution (CDR) throughout the EU. The extension of CDR has given rise to a range of questions about the theoretical and practical implications of these changes. The field of CDR is underexplored in academic literature and only a few studies provide an overview of this rapidly developing area. There is a need to base CDR schemes on empirical evidence to inform practice and to provide justice. Tyler’s procedural justice model of public compliance with the law might be beneficial in this inquiry. This exploratory study tests whether Tyler’s well-established normative model of social regulation holds true in the CDR context by applying it to the ombudsman. In doing so, this paper seeks to contribute to a richer understanding of how to assess consumer acceptance of an ombudsman model of CDR. The study finds that Tyler’s model cannot be fully translated to the UK ombudsman case study. The current dearth of comparative empirical evidence on the effectiveness of CDR in Europe fuels the need for further inquiry and re-evaluation of its theoretical foundations. Copyright Springer Science+Business Media New York 2014

Keywords: Consumer dispute resolution (CDR); Alternative dispute resolution (ADR); Procedural justice; Ombudsman decision-making; Legitimacy; Access to justice (search for similar items in EconPapers)
Date: 2014
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://hdl.handle.net/10.1007/s10603-014-9269-x (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:kap:jcopol:v:37:y:2014:i:4:p:527-546

Ordering information: This journal article can be ordered from
http://www.springer. ... es/journal/10603/PS2

DOI: 10.1007/s10603-014-9269-x

Access Statistics for this article

Journal of Consumer Policy is currently edited by Hans Micklitz, John Thøgersen, Lucia A. Reisch, Alan Mathios and Christian Twigg-Flesner

More articles in Journal of Consumer Policy from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().