Vol. 25 (2012): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• CS/D&CB: The Next 25 Years

  Moshe Davidow

  1-6

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• Future Directions in Consumer Satisfaction, Dissatisfaction and Complaining Behavior: So Much More to Come

  Debra S. Perkins

  7-23

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• Satisfaction, Regret, and Status Quo Effects on the Formation of Consumer Loyalty

  Steven A. Taylor

  24-45

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• Change as a Moderator of Inter-Firm Communication and Conflict Management in Relationship Continuity

  Kevin Celuch, John H. Bantham, Chickery J. Kasouf

  46-62

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• Retailer Brand Experience, Brand Experience Congruence, and Consumer Satisfaction

  Chiharu Ishida, Steven A. Taylor

  63-79

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• “I Will Have No Other!” – The Role of Communication and Trust in Driving Exclusive Behavior

  Anna M. Walz, Kevin G. Celuch, Nadine M. Robinson

  80-95

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• Consumer Participation and the Trust Transference Process in Using Online Recommendation Agents

  Pratibha A. Dabholkar, Xiaojing Sheng

  96-117

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• Development of the Mexican User Satisfaction Index (IMSU) to Evaluate Social Government Programs in Mexico: The Case of the Daycare Social Program

  Odette Lobato Calleros, Humberto Rivera, Hugo Serrato, Marco Antonio Delgado, Christian León, Adriana Acevedo, María Elena Gómez, Paola Cervantes, Ignacio Méndez Ramírez

  118-129

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• Use and disposition of a gift and the recipient's feedback in a collectivist environment

  Jorge Cruz Cardenas

  130-148

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• Considering Culture to Win Back Lost Customers: Comparing Chinese and American Consumers

  Annie H. Liu, Sijun Wang, Mark Leach

  149-158

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• Identifying the Key Drivers of Customer Satisfaction and Repurchase Intentions: An Empirical Investigation of Japanese B2B Services

  M. Sajid Khan, Earl Naumann, Paul Williams

  159-178

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• Young American Consumers’ Prior Negative Experience of Online Disclosure, Online Privacy Concerns, and Privacy Protection Behavioral Intent

  Hongwei (Chris) Yang

  179-202

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• Project Remembrance: Looking Over Our Shoulder

  Debra S. Perkins

  203-210

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