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Table of Contents
Intro; Acknowledgements; Contents; Acronyms; List of Figures; List of Tables; Chapter 1 Introduction; 1.1 Background to the Research Problem; 1.2 Research Objectives; 1.3 Research Question; 1.4 Significance of the Study; 1.5 Structure of the Study; References; Chapter 2 Theoretical Concepts; 2.1 Defining Access to Justice; 2.1.1 Philosophical Approach; 2.1.2 Legal Approach; 2.1.3 Sociological Approach; 2.1.4 Public Management Approach; 2.1.5 How This Research Study Defines Access to Justice; 2.2 Access to Justice and Poverty Alleviation; 2.2.1 Defining Poverty
2.2.2 Lacking Rule of Law Fosters Poverty2.2.3 Access to Justice: A Capability; 2.3 Access to Justice and Welfare Costs; 2.3.1 Welfare and the Role of the Public Sector; 2.3.2 Market Failure in the Neoclassical Framework; 2.3.2.1 Externalities; 2.3.2.2 Imperfect Competition; 2.3.2.3 Information Asymmetries; 2.3.2.4 The Role of Transaction Costs for Market Failure; 2.3.3 The Behavioral Market Failure; 2.3.3.1 Inertia and Procrastination; 2.3.3.2 Framing and Presentation; 2.3.3.3 Social Influences; 2.3.3.4 Faulty Assessment of Probabilities
2.3.3.5 Behavioral Market Failures and Paternalistic Consumer Protection2.4 Consumer Vulnerability; 2.4.1 Defining the Consumer; 2.4.2 Defining Consumer Vulnerability; 2.4.3 The Vulnerable Consumer in Economic Theory; 2.4.4 The Vulnerable Consumer on Financial Markets; 2.4.4.1 Information Vulnerability; 2.4.4.2 Pressure Vulnerability; 2.4.4.3 Supply Vulnerability; 2.4.4.4 Impact Vulnerability; 2.4.4.5 Redress Vulnerability; 2.5 Consumer Complaining Behavior; 2.5.1 Oliver: The Disconfirmation Paradigm; 2.5.2 Hirschman: Exit, Voice and Loyalty
2.5.3 Singh: Taxonomy of Consumer Complaining Behavior Responses2.5.4 Day and Landon: Complaining Behavior Taxonomy; 2.5.5 Other Contributions to Consumer Complaining Behavior Theory; 2.6 Chapter Conclusion; References; Chapter 3 Literature Survey; 3.1 Analytical Frameworks for the Analysis of Access to Justice; 3.1.1 Barendrecht, Mulder and Giesen's Path to Justice; 3.1.2 Bahdi's Three-Component Analytical Framework; 3.1.3 Bedner and Vel's Process-Oriented Analytical Framework; 3.2 Relevant Findings on Consumer Complaining Behavior; 3.2.1 Factors Related to the Consumer Herself
3.2.1.1 Socioeconomic Indicators3.2.1.2 The Attitude Toward Complaining; 3.2.1.3 The Prior Complaining Experience; 3.2.1.4 The Frequency of Purchase; 3.2.2 Factors Related to the Market and the Company; 3.2.2.1 Marketplace Factors; 3.2.2.2 The Consumer's Attributions; 3.2.2.3 The Perceived Approachability of the Company; 3.2.3 Situational Factors; 3.2.3.1 The Type of the Product or Problem Encountered; 3.2.3.2 The Dimension of the Problem; 3.2.3.3 The Grade of Dissatisfaction; 3.2.3.4 The Perceived Justice; 3.3 Particular Access Barriers for Vulnerable Consumer Groups
2.2.2 Lacking Rule of Law Fosters Poverty2.2.3 Access to Justice: A Capability; 2.3 Access to Justice and Welfare Costs; 2.3.1 Welfare and the Role of the Public Sector; 2.3.2 Market Failure in the Neoclassical Framework; 2.3.2.1 Externalities; 2.3.2.2 Imperfect Competition; 2.3.2.3 Information Asymmetries; 2.3.2.4 The Role of Transaction Costs for Market Failure; 2.3.3 The Behavioral Market Failure; 2.3.3.1 Inertia and Procrastination; 2.3.3.2 Framing and Presentation; 2.3.3.3 Social Influences; 2.3.3.4 Faulty Assessment of Probabilities
2.3.3.5 Behavioral Market Failures and Paternalistic Consumer Protection2.4 Consumer Vulnerability; 2.4.1 Defining the Consumer; 2.4.2 Defining Consumer Vulnerability; 2.4.3 The Vulnerable Consumer in Economic Theory; 2.4.4 The Vulnerable Consumer on Financial Markets; 2.4.4.1 Information Vulnerability; 2.4.4.2 Pressure Vulnerability; 2.4.4.3 Supply Vulnerability; 2.4.4.4 Impact Vulnerability; 2.4.4.5 Redress Vulnerability; 2.5 Consumer Complaining Behavior; 2.5.1 Oliver: The Disconfirmation Paradigm; 2.5.2 Hirschman: Exit, Voice and Loyalty
2.5.3 Singh: Taxonomy of Consumer Complaining Behavior Responses2.5.4 Day and Landon: Complaining Behavior Taxonomy; 2.5.5 Other Contributions to Consumer Complaining Behavior Theory; 2.6 Chapter Conclusion; References; Chapter 3 Literature Survey; 3.1 Analytical Frameworks for the Analysis of Access to Justice; 3.1.1 Barendrecht, Mulder and Giesen's Path to Justice; 3.1.2 Bahdi's Three-Component Analytical Framework; 3.1.3 Bedner and Vel's Process-Oriented Analytical Framework; 3.2 Relevant Findings on Consumer Complaining Behavior; 3.2.1 Factors Related to the Consumer Herself
3.2.1.1 Socioeconomic Indicators3.2.1.2 The Attitude Toward Complaining; 3.2.1.3 The Prior Complaining Experience; 3.2.1.4 The Frequency of Purchase; 3.2.2 Factors Related to the Market and the Company; 3.2.2.1 Marketplace Factors; 3.2.2.2 The Consumer's Attributions; 3.2.2.3 The Perceived Approachability of the Company; 3.2.3 Situational Factors; 3.2.3.1 The Type of the Product or Problem Encountered; 3.2.3.2 The Dimension of the Problem; 3.2.3.3 The Grade of Dissatisfaction; 3.2.3.4 The Perceived Justice; 3.3 Particular Access Barriers for Vulnerable Consumer Groups