Abstract
This article addresses the utilization of time-series data of complaints in evaluating the effects of laws and regulations. Information on complaints is a frequently used data source in consumer research, especially in research on consumer satisfaction and dissatisfaction. Often such data exist as time-series data, and in the case of laws, the time-series data available usually are time-series of numerical data. On the basis of such data, in combination with the development of a set of evaluation criteria, and utilizing principles from goal evaluation, the possibilities of evaluation are discussed. This article is a methodological contribution which suggests that there are several advantages applicable to the evaluation of laws utilizing time-series of databases of complaints data. The article also discusses the elaboration of problems of measurement and interpretation encountered when attempting to evaluate intended, long-term effects of legislation by means of such data.
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