Vol. 21 (2008)

Journal Articles

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

  San Bolkan, John Daly
• Getting Good Complaining without Bad Complaining

  Gavin Fox
• Reconciling Satisfaction, Emotions, Attitudes, and Ambivalence within Consumer Models of Judgment and Decision Making: A Cautionary Tale

  Steven Taylor
• Measuring Consumer Satisfaction and Dissatisfaction Intensities to Identify Satisfiers and Dissatisfiers

  Clement Chow, Lida Zhang
• A Review of the Role of Satisfaction, Quality, and Value on Firm Performance

  Thomas Powers, Dawn Valentine
• Perceived Versus Actual Complexity for Websites: Their Relationship to Consumer Satisfaction

  Anjala Krishen
• Negative Word-of-Mouth and Redress Strategies: An Exploratory Comparison of French and American Managers

  Anne-Françoise Audrain-Pontevia, Allan Kimmel
• Brazilian Food Retailer Satisfaction with Suppliers

  Luciana de Araujo Gil, Jong Yu, Lester Johnson, Alan Pomering
• Organizational Responses to Consumer Complaints: A Re-Examination of the Impact of Organizational Messages in Response to Service and Product-Based Failures

  San Bolkan