Impact on and of the Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior: A 30 Year Retrospective
Abstract
On the 30th anniversary of its first publication, this article focuses on the people and practices that have shaped the Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior. It also focuses on the influence that the journal has had on our understanding of consumer satisfaction and dissatisfaction. The article suggests that the journal has not only developed knowledge about how consumer satisfaction is created, dissatisfaction avoided; it has also applied that understanding to enhance the value of the journal itself.
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