COMPLAINTS ARE NOT GIFTS. DYSFUNCTIONALITY OF THE INSTITUTION OF COMPLAINTS IN THE FIELD OF HOUSING AND COMMUNAL SERVICES IN RUSSIA
2022-09-30 13:57
Complaints, their forms, and their functions, as well as their institutionalization in various sectors of the economy, attract increasing interest among scientists around the world. According to O. S. Sukharev, ideas about the socio-psychological nature of complaints suggest a certain dysfunction of the relevant institution, which reduces its effectiveness but does not lead to its collapse. This article reflects the result of correspondence with a representative of the Novosibirsk economic and sociological school Prof. O. E. Bessonova, the author of a series of articles on the benefits of complaints as a signaling institution of a non-market type. The discussion concerned the controversy ...