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

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

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Authors

KATHY CONKLIN K.CONKLIN@NOTTINGHAM.AC.UK
Professor of Psycholinguistics

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RICHARD HYDE RICHARD.HYDE@NOTTINGHAM.AC.UK
Professor of Law, regulation and Governance

Fabio Parente

Kay Snowley



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

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