Vol. 26 (2013): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Word of Mouth: What We Know and What We Have Yet to Learn

  Bodo Lang, Kenneth F. Hyde

  1-18

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• Justice for Consumers Complaining Online or Offline: Exploring Procedural, Distributive, and Interactional Justice, and the Issue of Anonymity

  Kendra L. Harris, Lionel Thomas, Jacqueline A. Williams

  19-39

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• The Delineation and Interactions of Normative and Predictive Expectations in Customer Satisfaction and Emotions

  Gavriel Meirovich, Lillian Little

  40-54

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• Measuring Service Quality and Satisfaction in Greek Cooperative Banking: an Exploratory Study

  Androniki Katarachia

  55-75

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• Improving Product Functionality for Consumers with Disabilities: The Case of a Cushion to Prevent Pressure Ulcers in Wheelchair Users with Spinal Cord Injuries

  Galindez Novoa, Lobato Calleros, Gayol Mérida

  76-94

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• Investigating the Mediating Effect of Customer Satisfaction in the Service Quality - Customer Loyalty Relationship

  Medha Srivastava, Alok Kumar Rai

  95-109

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• Planning for the Apes: Coping with Guerrilla Consumer Behavior When the Courts Won’t Help

  Wayne Koprowski, David Aron

  110-120

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