Bill Collectors and Consumers: A Troublesome Exchange Relationship

Abstract

The author examines the interface between bill collectors and consumers through the use of in-depth interviews. One important result is a profile of both bill collectors and consumer debtors that includes an understanding of their beliefs and attitudes toward as well as reactions to each other. To develop this profile, details of the debt collection process, including the activities of bill collectors, the reactions of consumers, and their resulting relationship, are provided. The author closes with public policy implications, further research opportunities, and broader implications for marketers.