ABSTRACT
The format of this chapter comprises an extended review of the fourteen heads of discussion that comprised the semi-structured interviews with the BT and British Gas respondents. Then, further to increase the coherence of the study, each of the discussions of each interview question concludes with a summary account that analyses those responses. This analysis is itself achieved through the reconstruction of the responses into the format of a Graphics COPE map. The numbering scheme for the maps is that used for the interview questions themselves (as has already been indicated, the maps form part of the appendix of this study). The chapter concludes with a brief discussion of the domain analysis feature of the Graphics COPE package.
