Consumer Views of Redress Needs

Betty J. Diener is an Associate Professor and Assistant Dean, School of Management, Case Western Reserve University, Cleveland. Stephen A. Greyser is Professor of Business Administration at Harvard University Graduate School of Business Administration, and Executive Director, Marketing Science Institute, Cambridge, MA. The research reported here was supported by the Marketing Science Institute. cently cited by Gregory J. Ahart, director of the human resources division of the Government Accounting Office, and Food and Drug Administration Commissioner Donald Kennedy before the Senate Subcommittee on Oversight and Investigations, Feb. 3, 1978. Their point was that the FDA was unable to regulate the cosmetic indus ry properly because, in part, it lacked the power to obtain complaint records from cosmetic manufactur-