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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.
References
ADBC (2017a), Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior Quality Ranking. Accessed online at http://bit.ly/JCSDCBranking on 3 March 2017.
ABDC (2017b), “Disaggregated Summary Across Different FoR Codes for the ABDC Journal Quality List 2013.” Accessed online at http://www.abdc.edu.au/data/journal_review2013/Disaggregated_summary_across_FoR_Codes-_November_2013.pdf on 3 March 2017.
Andreason, Alan R. and Jean Manning (1990), “The Dissatisfaction and Complaining Behavior of Vulnerable Consumers,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 12-20.
Bei, Lien-Ti and Yu-Ching Chiao (2001), “An Integrated Model for the Effects of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 125-140.
Blodgett, Jeffrey G. and Donald H. Granbois (1992), “Toward an Integrated Conceptual Model of Consumer Complaining Behavior,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 93-103.
Bloemer, Josée and Gaby Odekerken-Schröder (2002), “Store Satisfaction and Store Loyalty Explained by Customer- and Store-Related Factors,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 22, 68-80.
Bloemer, José M. M. and Theo B. C. Poiesz (1989), “The Illusion of Consumer Satisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 43-48.
Cadotte, Ernest R. and Normand Turgeon (1988), “Dissatisfiers and Satisfiers: Suggestions from Consumer Complaints and Compliments,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 74-79.
Dahl, Andrew and Jimmy Peltier (2015), “A Historical Review and Future Research Agenda for the Field of Consumer Satisfaction, Dissatisfaction, & Complaining Behavior,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 28, 5-25.
Davidow, Moshe (2012), “CS/D&CB: The Next 25 Years,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 25, 1-6.
Davidow, Moshe (2003), “Have You Heard the Word? The Effect of Word of Mouth on Perceived Justice, Satisfaction and Repurchase Intentions Following Complaint Handling,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67-80.
Day, Ellen (2002), “The Role of Value in Consumer Satisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 22-31.
Day, Ellen and Melvin R. Crask (2000), “Value Assessment: The Antecedent of Customer Satisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 52-60.
Everelles, Sunil and Clark Leavitt (1992), “A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 104-114.
Goodwin, Cathy and Ivan Ross (1989), “Salient Dimensions of Perceived Fairness in Resolution of Service Complaints,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 87-92.
Halstead, Diane (2002), “Negative Word of Mouth: Substitute for or Supplement to Consumer Complaints?” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 1-12.
Halstead, Diane and Thomas J. Page, Jr. (1992), “The Effects of Satisfaction and Complaining Behavior on Consumer Repurchase Intentions,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 1-11.
Harzing, Anne-Wil (2013), “A Preliminary Test of Google Scholar as a Source for Citation Data: A Longitudinal Study of Nobel Prize Winners,” Scientometrics, 94 (3), 1057-1075.
Harzing, Anne-Will (2017), “Publish or Perish: Metrics.” Accessed online at http://www.harzing.com/resources/publish-or-perish#metrics on 3 March, 2017.
Hausknecht, Douglas R. (1990), “Measurement Scales in Consumer Satisfaction/Dissatisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 1-11.
Hirsch, J.E. (2005), “An Index to Quantify an Individual’s Scientific Research Output,” Proceedings of the National Academy of Sciences of the United States of America, 102 (46), 16569-16572.
Huefner, Jonathan C. and H. Keith Hunt (2000), “Consumer Retaliation as a Response to Dissatisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 61-82.
Hunt, H. Keith (1993), “CS/D&CB Research Suggestions for the 1990’s,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 40-42.
Kumar, Anand, Richard W. Olshavsky and Maryon F. King (2001), “Exploring Alternative Antecedents of Customer Delight,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 14-26.
Lee, Eun-Ju and Jeffrey W. Overby (2004), “Creating Value for Online Shoppers: Implications for Satisfaction and Loyalty,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 17, 54-67.
Liljander, Veronica and Tore Strandvik (1993), “Different Comparison Standards as Determinants of Service Quality,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 118-131.
Lusch, Robert F. and Stephen L. Vargo (2006), “Service Dominant Logic: Reactions, Reflections, and Refinements,” Marketing Theory, 6 (3), 281-288.
Naylor, Gillian S. (2014), “Taking Over the Reins,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 26, 1.
Oliver, Richard L. (1989), “Processing of the Satisfaction Response in Consumption: A suggested Framework and Research Propositions,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1-16.
Oliver, Richard L. and Robert A. Westbrook (1993), “Profiles of Customer Emotions and Satisfaction in Ownership and Usage,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 12-27.
Patterson, Paul G. and Lester W. Johnson (1993), “Disconfirmation of Expectations and the Gap Model of Service Quality: An Integrated Paradigm,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 90-99.
Perkins, Debra S. (2012a), “Future Directions in Consumer Satisfaction, Dissatisfaction and Complaining Behavior: So Much More to Come,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 25, 7-23.
Perkins, Debra S. (2012b), “Project Remembrance: Looking Over our Shoulder,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 25, 203-210.
Sánchez-Fernández and M. Ángeles Iniesta-Bonillo (2006), Consumer Perception of Value : Literature Review and a New Conceptual Framework,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 19, 40-58.
Spreng, Richard A., Andrea L. Dixon and Richard W. Olshavsky (1993), “The Impact of Perceived Value on Customer Satisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 50-55.
Swan, John E. and I. Fredrick Trawick, Jr. (1993), “Consumer Satisfaction Research: Accomplishments and Future Directions,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 28-33.
Taylor, Steven A. and Gary Hunter (2003), “An Exploratory Investigation into the Antecedents of Satisfaction, Brand Attitude, and Loyalty with the (B2B) eCRM Industry,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 19-35.
Vargo, Stephen L. and Robert F. Lusch (2004), “Evolving to a New Dominant Logic for Marketing,” Journal of Marketing, 68 (1), 1-17.
Woodruff, Robert B. (1993), “Developing and Applying Consumer Satisfaction Knowledge: Implications for Future Research,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 1-11.
Woodruff, Rober B., D. Scott Clemons, David W. Schumann, Sarah F. Gardial and Mary Jane Burns (1991), “The Standards Issue in CS/D Research: A Historical Perspective,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 4, 103-109.
Wright, Newell D. and Val Larsen (1993), “Materialism and Life Satisfaction: A Meta Analysis,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 158-165.
ABDC (2017b), “Disaggregated Summary Across Different FoR Codes for the ABDC Journal Quality List 2013.” Accessed online at http://www.abdc.edu.au/data/journal_review2013/Disaggregated_summary_across_FoR_Codes-_November_2013.pdf on 3 March 2017.
Andreason, Alan R. and Jean Manning (1990), “The Dissatisfaction and Complaining Behavior of Vulnerable Consumers,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 12-20.
Bei, Lien-Ti and Yu-Ching Chiao (2001), “An Integrated Model for the Effects of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 125-140.
Blodgett, Jeffrey G. and Donald H. Granbois (1992), “Toward an Integrated Conceptual Model of Consumer Complaining Behavior,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 93-103.
Bloemer, Josée and Gaby Odekerken-Schröder (2002), “Store Satisfaction and Store Loyalty Explained by Customer- and Store-Related Factors,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 22, 68-80.
Bloemer, José M. M. and Theo B. C. Poiesz (1989), “The Illusion of Consumer Satisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 43-48.
Cadotte, Ernest R. and Normand Turgeon (1988), “Dissatisfiers and Satisfiers: Suggestions from Consumer Complaints and Compliments,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 74-79.
Dahl, Andrew and Jimmy Peltier (2015), “A Historical Review and Future Research Agenda for the Field of Consumer Satisfaction, Dissatisfaction, & Complaining Behavior,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 28, 5-25.
Davidow, Moshe (2012), “CS/D&CB: The Next 25 Years,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 25, 1-6.
Davidow, Moshe (2003), “Have You Heard the Word? The Effect of Word of Mouth on Perceived Justice, Satisfaction and Repurchase Intentions Following Complaint Handling,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67-80.
Day, Ellen (2002), “The Role of Value in Consumer Satisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 22-31.
Day, Ellen and Melvin R. Crask (2000), “Value Assessment: The Antecedent of Customer Satisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 52-60.
Everelles, Sunil and Clark Leavitt (1992), “A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 104-114.
Goodwin, Cathy and Ivan Ross (1989), “Salient Dimensions of Perceived Fairness in Resolution of Service Complaints,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 87-92.
Halstead, Diane (2002), “Negative Word of Mouth: Substitute for or Supplement to Consumer Complaints?” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 1-12.
Halstead, Diane and Thomas J. Page, Jr. (1992), “The Effects of Satisfaction and Complaining Behavior on Consumer Repurchase Intentions,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 1-11.
Harzing, Anne-Wil (2013), “A Preliminary Test of Google Scholar as a Source for Citation Data: A Longitudinal Study of Nobel Prize Winners,” Scientometrics, 94 (3), 1057-1075.
Harzing, Anne-Will (2017), “Publish or Perish: Metrics.” Accessed online at http://www.harzing.com/resources/publish-or-perish#metrics on 3 March, 2017.
Hausknecht, Douglas R. (1990), “Measurement Scales in Consumer Satisfaction/Dissatisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 1-11.
Hirsch, J.E. (2005), “An Index to Quantify an Individual’s Scientific Research Output,” Proceedings of the National Academy of Sciences of the United States of America, 102 (46), 16569-16572.
Huefner, Jonathan C. and H. Keith Hunt (2000), “Consumer Retaliation as a Response to Dissatisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 61-82.
Hunt, H. Keith (1993), “CS/D&CB Research Suggestions for the 1990’s,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 40-42.
Kumar, Anand, Richard W. Olshavsky and Maryon F. King (2001), “Exploring Alternative Antecedents of Customer Delight,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 14-26.
Lee, Eun-Ju and Jeffrey W. Overby (2004), “Creating Value for Online Shoppers: Implications for Satisfaction and Loyalty,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 17, 54-67.
Liljander, Veronica and Tore Strandvik (1993), “Different Comparison Standards as Determinants of Service Quality,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 118-131.
Lusch, Robert F. and Stephen L. Vargo (2006), “Service Dominant Logic: Reactions, Reflections, and Refinements,” Marketing Theory, 6 (3), 281-288.
Naylor, Gillian S. (2014), “Taking Over the Reins,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 26, 1.
Oliver, Richard L. (1989), “Processing of the Satisfaction Response in Consumption: A suggested Framework and Research Propositions,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1-16.
Oliver, Richard L. and Robert A. Westbrook (1993), “Profiles of Customer Emotions and Satisfaction in Ownership and Usage,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 12-27.
Patterson, Paul G. and Lester W. Johnson (1993), “Disconfirmation of Expectations and the Gap Model of Service Quality: An Integrated Paradigm,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 90-99.
Perkins, Debra S. (2012a), “Future Directions in Consumer Satisfaction, Dissatisfaction and Complaining Behavior: So Much More to Come,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 25, 7-23.
Perkins, Debra S. (2012b), “Project Remembrance: Looking Over our Shoulder,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 25, 203-210.
Sánchez-Fernández and M. Ángeles Iniesta-Bonillo (2006), Consumer Perception of Value : Literature Review and a New Conceptual Framework,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 19, 40-58.
Spreng, Richard A., Andrea L. Dixon and Richard W. Olshavsky (1993), “The Impact of Perceived Value on Customer Satisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 50-55.
Swan, John E. and I. Fredrick Trawick, Jr. (1993), “Consumer Satisfaction Research: Accomplishments and Future Directions,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 28-33.
Taylor, Steven A. and Gary Hunter (2003), “An Exploratory Investigation into the Antecedents of Satisfaction, Brand Attitude, and Loyalty with the (B2B) eCRM Industry,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 19-35.
Vargo, Stephen L. and Robert F. Lusch (2004), “Evolving to a New Dominant Logic for Marketing,” Journal of Marketing, 68 (1), 1-17.
Woodruff, Robert B. (1993), “Developing and Applying Consumer Satisfaction Knowledge: Implications for Future Research,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 1-11.
Woodruff, Rober B., D. Scott Clemons, David W. Schumann, Sarah F. Gardial and Mary Jane Burns (1991), “The Standards Issue in CS/D Research: A Historical Perspective,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 4, 103-109.
Wright, Newell D. and Val Larsen (1993), “Materialism and Life Satisfaction: A Meta Analysis,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 158-165.
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