This article examines data from a statewide study to test whether organizational aberration theory or systemic pattern theory is supported by data on complaining. The article concludes that citizen and consumer complaints can serve both as early-warning and fail-safe functions leading to increased accountability and safer, more effective, high quality processes, products, and services.
Hyman, Drew; Shingler, John; and Miller, Mitchell
"Consumer Complaints and Public Policy: Validating the "Tip-of-the-Iceberg" Theory,"
Sociological Practice: Vol. 10
, Article 10.
Available at: http://digitalcommons.wayne.edu/socprac/vol10/iss1/10