University of Westminster

�Benchmarking complaint-handling : finding best practices from green retailers�

Consumer�s growing interest for ethical concerns such as organic and fair-trade food and drink; ethical packaging; food miles; additives and genetically modified organisms (GMOs) are determinants influencing the buyer behaviour, consequently penetrating into the mass market mainstream (Dodds, 2007). This paper is concerned with exploring the UK organics� rising sector: the box/mail scheme as well as the implications complaint-handling and benchmarking on the sector.