Journal Articles

• Taking Over the Reins

  Gillian Naylor
• The Effort Model of Consumer Complaining Behavior: An Update and New Research Directions

  John Huppertz
• Organizational Responses to Consumer Complaints: A Re-Examination of the Impact of Organizational Messages in Response to Service and Product-Based Failures

  John Huppertz, Eric Mower
• Value, Satisfaction, and Loyalty: An Evolving Conceptualization

  Steven Taylor, Gary Hunter
• An Exploratory Investigation into the Antecedents of Satisfaction, Brand Attitude, and Loyalty within the (B2B) ECRM Industry

  Steven Taylor, Gary Hunter
• Internal Marketing and Employee Satisfaction and Loyalty: Cross-Cultural Scale Validation in Context of U.S. and German Nurses

  Andrew Dahl, James Peltier
• Service Guarantees: The Impact of Playing ‘Hard to Get’ on Perceptions of Firm Credibility and Repurchase Intent

  Susan Myrden, Kevin Kelloway
• The A-Craft Model of Organizational Responses to Customer Complaints and Their Impact on Post-Complaint Customer Behavior

  Moshe Davidow
• How Imperfect Practice Leads to Imperfection: A Hierarchical Linear Modeling Approach to Frustration during an Iterative Decision

  Anjala Krishen, Han-Fen Hu
• The Relationship between Eudaimonic Well-Being and Social Well-Being with Millennials

  Steven Taylor, Hulda Black, Leigh Anne Donovan, Chiharu Ishida, Kimberly Judson
• Approaches to Developing a College Course on Consumer Satisfaction

  David Aron