An Updated Historical Review of the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Abstract
The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior (JCS/D&CB) has been a valuable resource for researchers and practitioners for more than 30 years. This invited review provides an updated perspective to the 2015 article, “A Historical Review and Future Research Agenda for the Field of Consumer Satisfaction, Dissatisfaction, & Complaining Behavior” (Dahl & Peltier, 2015). The update compares research published in the contemporary era (2015–2022) of the JCS/D&CB to previous research eras. We identify a growing interest in complaining and complimenting behaviors, a return to interest in consumer satisfaction antecedents, and a noticeable decrease in interest in consumer satisfaction methods and measurement topics. Finally, we discuss research opportunities to advance the literature on consumer satisfaction, dissatisfaction, and complaining behavior.
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