The Consumer Affairs Office: Essential Element in Corporate Policy and Planning

by Mary Jones



The article considers the role of the consumer affairs office in business, the functions it can perform, the contributions these offices can make to corporate responsiveness to consumers, to corporate profitability and survival, and the positioning of these offices within organizational structure for maximum effectiveness. Consumer affairs offices act as intermediaries between consumers and the corporation. In doing so, they serve as an early warning system within the corporate decision-making process. They operate to achieve a dual goal: to increase the ultimate success of the company by heightening management sensitivity and responsiveness to consumer needs and expectations and to ensure that the practices and policies of the corporation respond to the needs and expectations of the consuming public. Their contribution should be seen as an essential factor in corporate decision making.

California Management Review

Berkeley-Haas's Premier Management Journal

Published at Berkeley Haas for more than sixty years, California Management Review seeks to share knowledge that challenges convention and shows a better way of doing business.

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