Die Kunst des Reklamierens

Paul Eisewicht examines what happens when consumer expectations are disappointed and consumers turn to providers to make complaints. He proposes a sociological definition of complaints that is oriented towards the social reality of complaining. On one hand, this demonstrates that complaints, despite legal and organizational guidelines, are highly negotiable situations regarding the responsibility of the recipient, the validity of the problem, and the appropriateness of the demand. On the other hand, it reveals the diversity in the actions of complainants, whether cooperative or confrontational, emotional or factual in their arguments. This can sharpen the understanding of the action problems that are often routinely and self-evidently addressed by consumers and how they cope with dissatisfaction.