Chapter 14: Consumer Protection

Alternative dispute resolution (ADR):

A method for resolving legal conflicts outside the traditional court system, in which a professional mediator (a third-party neutral) works with the two sides to negotiate a settlement agreeable to both parties.

Behavioral advertising:

Advertising that targets particular customers based on their observed online behavior.

Consumer affairs officer:

Manages the complex network of consumer relations.

Consumer movement:

A social movement that seeks to augment the rights and powers of consumers. (Also known as consumerism.)

Consumer privacy:

A consumer's right to be protected from the unwanted collection and use of information about that individual for use in marketing.

Consumer protection laws:

Laws that provide consumers with better information, protect consumers from possible hazards, encourage competitive pricing, protect privacy, or permit consumer lawsuits.

Deceptive advertising:

An advertisement that makes false or misleading claims about the company's own product or its competitor's product

Product liability:

The legal responsibility of a firm for injuries caused by something it made or sold.

Product quality:

Everything an organization does to ensure the quality of its product.

Product recall:

Occurs when a company takes back all items found to defective from its from its distribution channels.

Strict liability:

A legal doctrine holding that a manufacturer is responsible for injuries resulting from the use of its products