Voting with Your Feet: Consumers' Problems with Credit Cards and Exit Behaviors

The presentation and subsequent discussion focused on their paper “Voting With Your Feet: Consumers’ Problems with Credit Cards and Exit Behaviors,” that was coauthored with Jane Kolodinsky of the University of Vermont and Jinkook Lee of the The 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.