Access to Consumer Remedies in the Squeaky Wheel System

Amy Schmitz

University of Colorado Law School

Pepperdine Law Review, Vol. 39, pp. 279-366, 2012
Colorado Law School Paper No. 12-04

This article explores the “Squeaky Wheel System” (“SWS”) in business-to-consumer (“B2C”) contexts, referring to merchants’ reservation of purchase remedies and other contract benefits for only the relatively few “squeaky wheel” consumers who have the requisite information and resources to persistently seek assistance. The article uncovers how this system fosters contractual discrimination and hinders consumers’ awareness and access with respect to contract remedies. It also adds empirical insights from my recent e-survey, and offers suggestions for using the internet to empower consumers of all economic and status levels with efficient and accessible means for learning about their purchase rights and asserting their legitimate contract complaints.

Number of Pages in PDF File: 87

Keywords: contracts, consumer protection, dispute resolution, ADR, empirical studies, behavioral economics, e-contracts, online contracts, form terms

JEL Classification: K12, K40, K41, K00, K29, K20, K30, K10, K39

Open PDF in Browser Download This Paper

Date posted: March 19, 2012  

Suggested Citation

Schmitz, Amy, Access to Consumer Remedies in the Squeaky Wheel System. Pepperdine Law Review, Vol. 39, pp. 279-366, 2012. Available at SSRN: http://ssrn.com/abstract=2025113

Contact Information

Amy Schmitz (Contact Author)
University of Colorado Law School ( email )
401 UCB
Boulder, CO 80309
United States

Feedback to SSRN

Paper statistics
Abstract Views: 1,745
Downloads: 248
Download Rank: 84,938

© 2016 Social Science Electronic Publishing, Inc. All Rights Reserved.  FAQ   Terms of Use   Privacy Policy   Copyright   Contact Us
This page was processed by apollobot1 in 0.250 seconds