Discussion Paper

Voting with your feet: consumers’ problems with credit cards and exit behaviors

Abstract: On December 17, 2002 the Payment Cards Center of the Federal Reserve Bank of Philadelphia hosted a workshop led by Jeanne Hogarth and Marianne Hilgert of the Consumer and Community Affairs Department of the Board of Governors of the Federal Reserve System. The presentation and subsequent discussion focused on their paper ?Voting With Your Feet: Consumers? Problems with Credit Cards and Exit Behaviors,? that was co-authored with Jane Kolodinsky of the University of Vermont and Jinkook Lee of Ohio State University. The paper is the result of a study conducted through the Surveys of Consumers which examined attempts by consumers to resolve credit card disputes and the subsequent effect on their relationships with the card?s issuer. This short discussion paper summarizes key elements of the paper that were presented at the workshop.

Keywords: Credit cards;

Bibliographic Information

Provider: Federal Reserve Bank of Philadelphia

Part of Series: Consumer Finance Institute discussion papers

Publication Date: 2003

Number: 03-06