Unpacking Customer Satisfaction: The Role of Customer Complaints Across Industries and Agencies

Friday, December 4, 2009
Fisher Colloquium, Rafik B. Hariri Building
Georgetown University, Washington, DC

•What are the types of complaints that industries and government agencies face?
•How active are government agencies in the complaint process?
•Are government agencies effective in addressing/rectifying customer complaints?
•Do firms and agencies have customer complaint processes in place?

Continental Breakfast & Registration

Welcome: John Mayo, Executive Director, Georgetown Center for Business and Public Policy

Opening Keynote: Philip K. Howard, Founder and Chair, Common Good

Panel 1: Complaint-Drivven Issues Within Workplace Regulation

•Complaint Policy at OSHA and WHD
David Weil, Professor of Economics and Everett W. Lord Distinguished Faculty Scholar, School of Management, Boston University

Libby Hendrix, Wage and Hour Division, Department of Labor

Richard Fairfax, Directorate of Enforcement, OSHA

Panel 2: Complaint-Driven Issues Within Telecommunications

•Exit, voice and loyalty in the Telecommunications Industry
•The effect of industry structure on customer complaints
John Mayo, Professor of Economics, Business and Public Policy, McDonough School of Business, Georgetown University, and Executive Director, Georgetown CBPP

Jon Minkoff, Enforcement Bureau, FCC

Robert Roche, Vice President of Research, Cellular Telephone Industry Association (CTIA)


Lois C. Greisman, Bureau of Consumer Protection, Federal Trade Commission

Panel 3: Complaint-Driven Issues Within Airlines

•The effect of service quality and expectations on customer complaints
•Flight arrivals and departures; Lost Baggage
Silke Forbes, Assistant Professor of Economics, University of California, San Diego

Norman Strickman, Director, Aviation Consumer Protrection Division, Department of Transportation (DOT)

Robert C. Land, JetBlue Airways Corporation

Panel 4: Complaint-Driven Issues Within Biopharmaceuticals

Jeffrey Macher, Associate Professor, McDonough School of Business, Georgetown University, and Senior Policy Fellow, Georgetown CBPP

Gregg Claycamp, Office of Compliance, Center for Drug Evaluation Research, U.S. Food and Drug Administration

Jeffrey Francer, Assistant General Counsel, Pharmaceutical Research and Manufacturers Association (PhRMA)

Closing remarks: John Mayo, Georgetown University