A Bibliography of Research in the Area of Consumer Satisfaction, Dissatisfaction and Complaining Behavior: The Year 2024 in Fourteen Leading Journals

Authors

  • Katherine L. G. Tulibaski North Dakota State University

Keywords:

Bibliography, Satisfaction, Dissatisfaction, Complaining Behavior, Complaining, Complaint, Retaliation, Grudge, Grudgeholding, Revenge, Rage, Brand Love, Brand Hate, Service Recovery, Incivility, Word-of-Mouth

Abstract

This paper presents a 2024 bibliography of 97 peer-reviewed articles published in 14 leading marketing-related journals. Specifically, the abstracts of all articles published in 2024 from the journals were read and examined for keywords and content consistent with the mission of the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior (JCS/D&CB). Similar to Stevens’ (2022, 2023) previously published bibliographies, this paper aims to provide researchers with a useful tool to aid in advancing research and knowledge related to consumers’ experiences.

References

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Bourdeau, B. L., Cronin, J. J., Padgett, D. T., Voohees, C. M., & White, K. (2024). The other extreme of the circumplex of emotion: An investigation of consumer outrage. Journal of Services Marketing, 38(3), 312-325. https://doi.org/10.1108/JSM-03-2023-0067

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Chen, Y., & Lee, S. (2024). User-generated physician ratings and their effects on patients’ physician choices. Evidence from Yelp. Journal of Marketing, 88(1), 77-96. https://doi.org/10.1177/00222429221146511

Clair, J. K. S., & Cunha, M. (2024). When learning negative brand associations leads to positive evaluations of effectiveness. Journal of Consumer Research, 51(3), 497-519. https://doi.org/10.1093/jcr/ucae001

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Dandotiya, G., Gahlot Sarkar, J., & Sarkar, A. (2024). Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery. Journal of Services Marketing, 38(7), 925-940. https://doi.org/10.1108/JSM-01-2024-0020

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Dew, R., Ascarza, E., Netzer, O., & Sicherman, N. (2024). Detecting routines: Applications to ridesharing customer relationship management. Journal of Marketing Research, 61(2), 368-392. https://doi.org/10.1177/00222437231189185

Dugar, A., & Chamola, P. (2024). The dark side of brand loyalty in retail: Sense of entitlement and likelihood of misbehavior in loyal customers. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(2), 146-165. https://jcsdcb.com/index.php/JCSDCB/article/view/1005

Do, D. K. X., & Bowden, J. L.-H. (2024). Determinants of disengagement and negative customer engagement behavior: Expectancy disconfirmation and justice perspectives. Journal of Services Marketing, 38(6), 776-801. https://doi.org/10.1108/JSM-07-2023-0259

Eastman, J. K., & Case, F. M. (2024). The luxury to complain: Seniors’ perceptions of luxury fine dining. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(1), 141-166. https://jcsdcb.com/index.php/JCSDCB/article/view/957

Ferber, T., & Vaziri, D. (2024). Investigating user experience of HRI in the context of a realistic retail scenarion: The influence of consumer age on the evaluation of a humanoid service robot. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(1), 187-201. https://jcsdcb.com/index.php/JCSDCB/article/view/977

Fernandez-Lores, S., Crespo-Tejero, N., Fernández-Hernández, R., & GarcÍa-Muiña, F.E. (2024). Online product returns: The role of perceived environmental efficacy and post-purchase entrepreneurial cognitive dissonance. Journal of Business Research, 174, 114462. https://doi.org/10.1016/j.jbusres.2023.114462

Fisher, G., & Woolley, K. (2024). How consumers resolve conflict over branded products: Evidence from mouse cursor trajectories. Journal of Marketing Research, 61(1), 165-184. https://doi.org/10.1177/00222437231170838

Garner, D., Tatara, J. H., & Jha, S. (2024). Good morning, sunshine: How time-of-day of complaint submittal can affect customer satisfaction with company response time. Psychology & Marketing, 41(4), 774-780. https://doi.org/10.1002/mar.21950

Ghose, A., Lee, H. A., & Nam, K. (2024). The effects of pressure and self-assurance nudges on product purchases and returns in online retailing: Evidence from a randomized field experiment. Journal of Marketing Research, 61(3), 517-535. https://doi.org/10.1177/00222437231180494

Gibson, S. C., Dahl, A. J., & Hsu, M. K. (2024). Beyond the checkout line: Examining the impact of the satisfaction-loyalty and barriers on BOPIS and curbside adoption among senior consumer grocery shoppers. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(1), 167-186. https://jcsdcb.com/index.php/JCSDCB/article/view/982

Grappi, S., Barbarossa, C., Gabrielli, V., & Romani, S. (2024). When apologies backfire: A moderated mediation model of exposure by NGOs, companies’ hypocrisy, and consumers’ political orientations. Journal of Marketing Management, 40(3/4), 217-259. https://doi.org/10.1080/0267257X.2023.2295270

Guo, B., & Wang, D. (2024). Will online shopping lead to more brand loyalty than offline shopping? The role of uncertainty avoidance. Journal of Marketing Research, 61(1), 92-109. https://doi.org/10.1177/00222437231153075

Guru, R. R. D., Paulssen, M., & Japutra, A. (2024). Role of brand attachment and satisfaction in driving customer behaviors for durables: A longitudinal study. European Journal of Marketing, 58(1), 217-254. https://doi.org/10.1108/EJM-01-2022-0028

Hermosilla, M., & Ching, A. T. (2024). Does bad medical news reduce preferences for generic drugs? Journal of Marketing, 88(1), 160-178. https://doi.org/10.1177/00222429231158360

Hofmann, V., Stokburger-Sauer, N. E., & Wetzels, M. (2024). The role of a smile in customer-employee interactions: Primitive emotional contagion and its boundary conditions. Psychology & Marketing, 41(10), 2181-2196. https://doi.org/10.1002/mar.22047

Holz, H. F., Becker, M., Blut, M., & Plauch, S. (2024). Eliminating customer experience pain points in complex customer journeys through smart service solutions. Psychology & Marketing, 41(3), 592-609. https://doi.org/10.1002/mar.21938

Huang, M-H., & Rust, R. T. (2024). The caring machine: Feeling AI for customer care. Journal of Marketing, 88(5), 1-23. https://doi.org/10.1177/00222429231224748

Jabeen, S. (2024). Causes and effects of brand hate in the smartphone industry of Hungary: A comparison between Generation Y and Generation Z. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(2), 166-187. https://jcsdcb.com/index.php/JCSDCB/article/view/1034

Joireman, J., Karabas, I., Munaganti, P. (2024). Customer backlash against pandemic surcharges: The mediating role of inferred negative motives and implications for the “surcharge economy”. Journal of Business Research, 184, 114881. https://doi.org/10.1016/j.jbusres.2024.114881

Jones, N., Kidwell, B., & Hamby, A. (2024). Success is not final; failure is not fatal: How failure versus success messaging leads to preference for masculine brands. Journal of Marketing Research, 61(2), 330-348. https://doi.org/10.1177/00222437231181078

Kara, T. & Tugrul, T. (2024). The effects of relationship quality and duration on negative word-of-mouth after a low-contact service failure. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(1), 33-50. https://jcsdcb.com/index.php/JCSDCB/article/view/954

Kermani, M. S., Noseworthy, T. J., & Darke, P. R. (2024). Getting political: The value-protective effects of expressed outgroup outrage on self-brand connection. Journal of Consumer Psychology, 34(3), 385-405. https://doi-org/10.1002/jcpy.1364

Khan, U., & DePaoli, A. (2024). Brand loyalty in the face of stockouts. Journal of the Academy of Marketing Science, 52(1), 44-74. https://doi.org/10.1007/s1174-023-00924-8

Kim, E. (2024). Choosing the forest or the trees: Consumer satisfaction when choosing bundled vs. a la carte options. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(2), 3-21. https://jcsdcb.com/index.php/JCSDCB/article/view/1046

Kim, Y., & Srivastava, J. (2024). The “Achilles Heel” of established brands: The effect of brand age on consumers’ brand choice. Journal of Marketing Research, 61(2), 290-306. https://doi.org/10.1177/00222437231178544

LaBrecque, A. C., Voorhees, C. M., & Khodakarami, F. (2024). Native advertising effectiveness: The role of congruence and consumer annoyance on clicks, bounces, and visits. Journal of the Academy of Marketing Science, 52(6), 1692-1712. https://doi.org/10.1007/s11747-024-01014-z

Larson, R., & Batterson, H. (2024). Consumer response to negative shopping experiences. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(2), 22-42. https://jcsdcb.com/index.php/JCSDCB/article/view/1022

Lee, K., & Gong, Taeshik, G. (2024). How customer incivility affects organization citizenship behavior: Roles of depersonalization, resilience, and caring climate. Journal of Services Marketing, 38(3), 252-271. https://doi.org/10.1108/JSM-03-2023-0099

Li, A., Huang, M., & Zhan, M. (2024). Hearing what you pay improves transaction satisfaction? Unveiling the dual produces influence of auditory feedback. Psychology & Marketing, 41(10), 2157-2169. https://doi.org/10.1002/mar.22033

Li, J., Cowan, K., Yazdanparast, A. & Ansell, J. (2024). Vibrotactile feedback in m-commerce: Stimulating perceived control and perceived ownership to increase anticipated satisfaction, Psychology & Marketing, 41(8), 1748-1768. https://doi.org/10.1002/mar.22008

Li, Y., Chang, Y., Li, W., & Geng, L. (2024). The value of psychological ownership: How buy-online-and-pick-up-in-store enhances customer loyalty. European Journal of Marketing, 58(1) 119-142. https://doi.org/10.1108/EJM-05-2022-0378

Liao, J., Ye, Y., Filieri, R., Du, P., & Jiang, Y. (2024). Why did you delete my comment? Investigating observing consumers’ reactions to comment-deletion-clues during a brand crisis. Psychology & Marketing, 41(10), 2478-2492. https://doi.org/10.1002/mar.22065

Light, N., & Fernbach, P. M. (2024). Keep it simple? Consumer perceptions of brand simplicity and risk. Journal of Marketing Research, 61(6), 1152-1170. https://doi.org/10.1177/00222437241248413

Lim, S., van Osselaer, S. M.J., Goodman, J. K., Fuchs, C., & Schreier, M. (2024). The Starbucks effect: When name-based order identification increases customers’ store preference and service satisfaction. Journal of Retailing, 100(2), 316-329. https://doi.org/10.1016/j.jretai.2024.04.002

Lin, H., Xu, Q., & Jin, L. (2024). Feedback-induced action-outcome associations increase consumer impatience. Journal of Consumer Psychology, 34(1), 66-82. https://doi.org/https://doi-org/10.1002/jcpy.1347

Liu, D., Zhao, Y., Wang, G., Schrock, W. A., & Voorhees, C. M. (2024). Thirty years of service failure and recovery research: Thematic development and future research opportunities from a social network perspective. Journal of Service Research, 27(2), 268-282. https://doi.org/10.1177/10946705231194006

Magnus, S. M., Shi, H., Folse, J. A. G., Jones, E., Sridhar, S. (2024). Communicating with B2B buyers after “Dropping the Ball”: Using digital and non-digital communication formats to recover from salesperson transgressions. International Journal of Research in Marketing, 41(2), 194-219. https://doi.org/10.1016/j.ijresmar.2024.01.005

Maiberger, T., Schindler, D., & Koschate-Fischer, N. (2024). Let’s face it: When and how facial emojis increase the persuasiveness of electronic word of mouth. Journal of the Academy of Marketing Science, 52(1), 119-139. https://doi.org/10.1007/s11747-023-00932-8

Martins, C. C., Silva, S. C., Radomska, J. & Hajdas, M. (2024). Consumer guilt proneness scale – Assessing individual differences in response to transgressive consumption situations. Psychology & Marketing, 41(4), 838-859. https://doi.org/10.1002/mar.21954

McCullough, H., Padgett, D., Han, S., Lee, K., Martin, D. S., & Bourdeau, B. L. (2024). First impressions vs. the peak-end rule: Episodic evaluations in a service experience and the moderating effect of retrospective delay. Journal of Business Research, 185, 114899. https://doi.org/10.1016/j.jbusres.2024.114899

Mehr, K. S., & Simmons, J. P. (2024) How doe rating specific features of an experience alter consumers’ overall evaluations of that experience? Journal of Consumer Research, 51(4), 739-760. https://doi.org/10.1093/jcr/ucae005

Meiners, N. Reucher, E., & Khan, H. T. A. (2024). Consumer (non) compliant behavior: A comparative study of senior consumers in Germany before and after the COVID-19 pandemic. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(1), 124-140. https://jcsdcb.com/index.php/JCSDCB/article/view/991

Merlo, O., Eisingerich, A. B., & Hoyer, W. D. (2024). Immunizing customers against negative brand-related information. Journal of the Academy of Marketing Science, 52(1), 140-163. https://doi.org/10.1007/s/11747-023-00939-3

Mittal, V., & Jung, J. (2024). Revitalizing educational institutions through customer focus. Journal of the Academy of Marketing Science, 52(5), 1323-1342. https://doi.org/10.1007/s11747-024-01007-y

Morgenson III, F. V., Sharma, U., Schultz, X. W., Pansari, A., Ruvio, A., & Hult, G. T. M. (2024). Weathering the crash: Do customer-company relationships pay off during economic crises? Journal of the Academy of Marketing Science, 52(2), 489-511. https://doi.org/10.1007/s11747-023-00947-1

Mosley, B., Schweidel, D. A., & Zhang, K. (2024). When connection turns to anger: How consumer-brand relationship and crisis type moderate language on social media. Journal of Consumer Research, 50(5), 907-922. https://doi.org/10.1093/jcr/ucad027

Naseem, N., Dutta, S., & Yaprak, A. (2024). Finding the sweet spots: Optimizing compensation in proactive service recovery: Optimal compensation in service recovery. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(1), 51-83. https://jcsdcb.com/index.php/JCSDCB/article/view/923

Naylor, G. S. (2024). A half-century of SERVQUAL: Exploring its impact and future directions in service quality research. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(2), 43-68. https://jcsdcb.com/index.php/JCSDCB/article/view/1134

Nawres, D., Nedra, B-A., Yousaf, A., & Mishra, A. (2024). The role of augmented reality in shaping purchase intentions and WOM for luxury products. Journal of Business Research, 171, 114368. https://doi.org/10.1016/j.jbusres.2023.114368

Nguyen, A. T., Phan, L. T., & Nguyen, Q. H. (2024). The role of brand image and brand love in the relationship between perceived cause-related marketing and repurchase intention. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(2), 188-207. https://jcsdcb.com/index.php/JCSDCB/article/view/962

Ozcan, T., & Hattat, A. M. (2024). Unpacking consumer reactions toward unexpected spoilage of organic versus conventional perishables. Psychology & Marketing, 41(11), 2896-2910. https://doi.org/10.1002/mar.22089

Packard, G., Li, Yang, & Berger, J. (2024). When language matters. Journal of Consumer Research, 51(3), 634-653. https://doi.org/10.1093/jcr/ucad080

Panniello, U., Natalicchio, A., Ardito, L., & Petruzzelli, A. M. (2024). A cross-sector exploration of the barriers to customer satisfaction in the sharing economy. Journal of Business Research, 183, 114862. https://doi.org/10.1016/j.jbusres.2024.114862

Raithel, S., Hock, S. J., & Mafael, A. (2024). Product recall effectiveness and consumers’ participation in correction actions. Journal of the Academy of Marketing Science, 52(3), 716-735. https://doi.org/10.1007/s11747-023-00967-x

Rauschnable, P. A., Hüttl-Maack, V. Ahuvia, A. C. & Schein, K. E. (2024) Augmented reality marketing and consumer-brand relationships: How closeness drives brand love. Psychology & Marketing, 41(4), 819-837. https://doi.org/10.1002/mar.21953

Rootia, G., & Briggs, E. D. (2024). The influence of group interactions and emotions on satisfaction change and intention to recommend. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(2), 69-102. https://jcsdcb.com/index.php/JCSDCB/article/view/1010

Saenger, C., Kuchmaner, C. A., & Bateman, P. J. (2024). Betrayed by AI: How perceived betrayal by a virtual assistant affects consumers’ purchase intentions for recommended products, 185, 114940. https://doi.org/10.1016/j.jbusres.2024.114940

Sameeni, M. S., Qadeer, F., Ahmad, W., & Filieri, R. (2024). An empirical examination of brand hate influence on negative consumer behaviors through NeWOM intensity. Does consumer personality matter? Journal of Business Research, 173, 114469. https://doi.org/10.1016/j.jbusres.2023.114469

Sachdeva, R. (2024). Dynamics of the senior consumer market: A review and research agenda. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(1), 98-123. https://jcsdcb.com/index.php/JCSDCB/article/view/979

Santos, S., Gonçalves, H. M., Mendes, R., & Gonçalves, V. (2024). Deriving value from branded mobile apps: Exploring the role of brand satisfaction, age, and value-in-use subdimensions. Psychology & Marketing, 41(3), 610-627. https://doi.org/10.1002/mar.21942

Schindler, D., Maiberger, T., Koschate-Fischer, N., & Hoyer, W. D. (2024). How speaking versus writing to conversational agents shapes consumers’ choice and choice satisfaction. Journal of the Academy of Marketing Science, 52(3), 634-652. https://doi.org/10.1007/s11747-023-00987-7

Scott, M. L., Bone, S. A., & Christensen, G. L. (2024). Revealing and mitigating racial bias and discrimination in financial services. Journal of Marketing Research, 61(4), 598-618. https://doi.org/10.1177/00222437231176470

Shepard, S., Athar, H. T., & Zaboli, S. (2024). On the political right, the customer is always right: Political ideology, entitlement, and complaining. Journal of Consumer Psychology, 34(1), 83-91. https://doi.org/https://doi-org/10.1002/jcpy.1366

Stevens, C. D. (2023). Thirteen years of thirteen leading journals: A bibliography of research in the area of consumer satisfaction, dissatisfaction, and complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 36(1), 156-253. https://jcsdcb.com/index.php/JCSDCB/article/view/770

Stevens, C. D. (2024). The year 2023 in thirteen leading journals: A bibliography of research in the area of consumer satisfaction, dissatisfaction and complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 37(1), 84-97. https://jcsdcb.com/index.php/JCSDCB/article/view/1037

Song, S., & Wu, J. (2024). Comparing material and experiential framing in access-based fashion consumption and its influence on consumer happiness. Journal of Marketing Management, 40(9/10), 743-771. https://doi.org/10.1080/0267257X.2024.2340099

Sunghoon, K., Lee, Sanghak, & McCulloch, R. (2024). A topic-based segmentation model for identifying segment-level drivers of star ratings from unstructured text reviews. Journal of Marketing Research, 61(6), 1132-1151. https://doi.org/10.1177/0022243724124675

Tan, T. M., Salo, J., & Aspara, J. (2024). You fooled me, so I’ll you about myself! Personnel-related brand betrayal experiences and disclosure of personal information. Journal of Business Research, 171, 114367. https://doi.org/10.1016/j.jbusres.2023.114367

Tang, C., Guo, L., & Gruen, T. (2024). A goal-driven framework for compliance-dependent services: Pathways to customer satisfaction and well-being. Journal of Business Research, 177, 114647. https://doi.org/10.1016/j.jbusres.2024.114647

Tremblay, M. (2024). Customer gratitude expressions and FLEs’ prosocial behavior: Insights from delighted customers. Journal of Services Marketing, 38(7), 857-871. https://doi.org/10.1108/JSM-03-2024-0105

Tripathy, S. N., Srivastava, S., Malik, N., & Kumar, A. (2024). Achieving intention to recommend with consumer arrogance as an antecedent. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 37(2), 208-230. https://jcsdcb.com/index.php/JCSDCB/article/view/966

Villanova, D., & Matherly, T. (2024). For shame! Socially unacceptable brand mentions on social media motivate consumer disengagement. Journal of Marketing, 88(2), 61-78. https://doi.org/10.1177/00222429231179942

Vilnai-Yavetz, I., Gilboa, S., & Mitchell, V. (2024). Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities. Journal of Services Marketing, 38(3), 344-368. https://doi.org/10.1108/JSM-09-2023-0352

Wright, N. D., & Naylor, G. S. (2024). Improving manuscript quality and fit: A guide for authors submitting to the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviors, 37(2), 253-274. https://jcsdcb.com/index.php/JCSDCB/article/view/1209

Yoganathan, V., & Osburg, V-S. (2024). The mind in the machine: Estimating mind perception’s effect on user satisfaction with voice-based conversational agents. Journal of Business Research, 175, 114573. https://doi.org/10.1016/j.jbusres.2024.114573

Yu, S., Xiong, J., & Shen, H. (2024). The rise of chatbots: The effect of using chatbot agents on consumers’ responses to request rejection. Journal of Consumer Psychology, 34(1), 35-48. doi: https://doi-org/10.1002/jcpy.1330

Zhao, T., Ran, Y., Wu, B., Wange, V. L., Zhou, L., & Wang, C. L. (2024). Virtual versus human: Unraveling consumer reactions to service failures through influencer types. Journal of Business Research, 178, 114657. https://doi.org/10.1016/j.jbusres.2024.114657

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2025-04-29