Journal Articles

• The Effect of Counter-Experiential Marketing Communication on Satisfaction and Repurchase Intention

  David Aron
• Testing an Expanded Attitude Model of Goal-Directed Behavior in a Loyalty Context

  Steven Taylor, Gary Hunter, Timothy Longfellow
• Consumer Perception of Value: Literature Review and a New Conceptual Framework

  Raquel Sánchez-Fernández, M Ángeles Iniesta-Bonillo
• A Content Analysis of Customer Satisfaction in Annual Reports

  Michael Jones
• Measuring Customer Satisfaction: From Product Performance to Consumption Experience

  Francesca Bassi, Gianluigi Guido
• Do Consumers Hold Grudges and Practice Avoidance Forever? A Markov Chain Model of the Decay of Grudgeholding and Avoidance Attitudes

  Sweta Thota, Newell Wright
• Cross-Cultural Complaining Behavior? An Alternative Explanation

  Jeffrey Blodgett, Donna Hill, Aysen Bakir
• Is the Propensity to Complain Increasing Over Time?

  Hans Juhl, John Thøgersen, Carsten Stig Poulsen
• Kohonen Self-Organizing Maps: A Neural Approach for Studying the Links between Attributes and Overall Satisfaction in a Services Context

  Anne-Françoise Audrain-Pontevia