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Radio National home
with Julie McCrossin
On Friday 18/07/2003

Consumer Emotions Study

The Society of Consumer Affairs Professionals has enlisted the help of a consumer psychologist and a consumer research company to try and find out what people actually feel about companies they do business with. Traditionally companies measure success based on satisfaction, yet a far greater range of emotions is both promised and experienced. We discuss the findings of SOCAP's Consumer Emotions Study.

  Guests in this story:
Mike Edwardson
Lecturer in Services Marketing & Consumer Behaviour
School of Marketing,UNSW
Wayne Croker
Managing Director, Evalue

Story Producer and Researcher: Jo Chichester

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