Vol. 22 (2009)

Journal Articles

• How Retailers Handle Complaint Management

  Torben Hansen, Ricky Wilke, Judith Zaichkowsky
• Loyalty and its Influence on Complaining Behavior and Service Recovery Satisfaction

  Christy Ashley, Sajeev Varki
• Loyalty's Influence on the Consumer Satisfaction and (Re)Purchase Behavior Relationship

  Thaweephan Leingpibul, Sunil Thomas, S. Allen Broyles, Robert Ross
• Relating Switching Costs to Positive and Negative Word-of-Mouth

  Richard Lee, Jenni Romaniuk
• Segmenting the Customer Base in a CRM Program according to Customer Tolerance to Inferiority: A Moderator of the Service Failure - Customer Dissatisfaction Link

  Lida Zhang, Long Lam, Clement Chow
• Simultaneity in the Relationship between Sales Performance and Components of Customer Satisfaction

  Rajiv Banker, Raj Mashruwala
• Taxonomy of the Influence of Other Customers in Consumer Complaint Behavior: A Social-Psychological Perspective

  Ruoh-Nan Yan, Sherry Lotz