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Complaints as a gift: A non-market feedback signal in the context of Hirschman’s theory and Russian practice (On the books: J. le Grand “the other invisible hand: delivering public services through choice and competition” and J. Barlow, C. Møller “Complaint as a gift. Using customer feedback as a strategic tool of marketing strategy”)
https://doi.org/10.32609/0042-8736-2018-12-139-149
Abstract
The article raises the question of the role of non-market feedback signals in modern market economies. A. O. Hirschman’s theory of “Voice—Exit” has become the theoretical basis of the optimal combination of market and nonmarket signals was. Both books under consideration are practical applications to this theory. The monograph by Le Grand demonstrates the use of the institution of complaints in the public sector when providing public services to firms and organizations of different forms of ownership. The book by Barlow and Møller explains the role of complaints in successful market strategies in a competitive environment. The Russian economy has always used a non-market feedback signal in the form of an institution of complaints to coordinate the flows of tribute and distribution. The analysis of the studies by Le Grand and Barlow—Møller is needed to understand the evolution of administrative complaints into the civil form of an equal dialogue with the authorities, through which the emerging problems are more quickly eliminated, and the open access order in Russia is being formed.
About the Author
O. E. Bessonova
Institute of Economics and Industrial Engineering Siberian Branch of the Russian Academy of Sciences
Russian Federation
Russian Federation
Olga E. Bessonova
Novosibirsk
References
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Review
For citations:
Bessonova O.E. Complaints as a gift: A non-market feedback signal in the context of Hirschman’s theory and Russian practice (On the books: J. le Grand “the other invisible hand: delivering public services through choice and competition” and J. Barlow, C. Møller “Complaint as a gift. Using customer feedback as a strategic tool of marketing strategy”). Voprosy Ekonomiki. 2018;(12):139-149. (In Russ.) https://doi.org/10.32609/0042-8736-2018-12-139-149
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