A teoria do desvio produtivo do consumidor: o tempo perdido em agências bancárias

Abstract

This study aims to diagnose the time wasted by consumers at bank branches in Salvador, based on the analysis of PROCON / BA processes. The Consumer Productive Deviation Theory is based on the time wasted by the consumer, by wasting their respective time due to not meeting their needs. This theory came to strengthen, what was previously called “mere annoyance”, nowadays, the legal system begins to suggest a new interpretation. This paper argues that the time wasted within bank branches is unreasonable, in addition, the 15-minute law does not extend to individual service to deal with issues such as loans, housing, investments, financing, regularization of contracts. In all, 89 PROCON processes from assessed bank branches were analyzed. The results found showed that PROCON processes that the size of the bank (measured by its net worth), the waiting time and the number of processes do not interfere with the time wasted by consumers at bank branches.