Consumer behaviour and ICSS: exploring how consumers respond to Information, Connection and Signposting Services

Conklin, Kathy; Hyde, Richard; Parente, Fabio; Snowley, Kay

Abstract

This research examines consumer behaviour when presented with search results and websites containing Information, Connection and Signposting Services ('ICSS') and provides policy recommendations aimed at ensuring that consumers are able to identify ICSS and make fully informed choices about using phone-paid service numbers to access, in particular, customer service helplines of popular service providers.

Citation

Conklin, K., Hyde, R., Parente, F., & Snowley, K. (2018). Consumer behaviour and ICSS: exploring how consumers respond to Information, Connection and Signposting Services

• Report Type: Research Report
• Publication Date: Jul 4, 2018
• Deposit Date: Jul 4, 2018
• Publicly Available Date: Jul 4, 2018
• Keywords: ICSS; Eye-tracking; Consumer Law; Consumer Policy
• Public URL: https://nottingham-repository.worktribe.com/output/945100
• Publisher URL: https://psauthority.org.uk/-/media/Files/PSA/For-Businesses/Resources/Consumer-behaviour-and-ICSS-Exploring-how-consumers-respond-to-ICSS.ashx?la=en&hash=ACE521A3348ADED0F7346DA4459CD6FEBE38D316
• Contract Date: Jul 4, 2018