Vol. 17 (2004): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• A Dozen Problems with Applied Customer Measurement

  Douglas B. Grisaffe

  1-15

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• Patient as a Source of Recommendation and its Influence on Another Patient's Loyalty to the Physician: An Exploratory Empirical Study

  Pradeep Salgaonkar, Nandakumar Mekoth

  16-26

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• Dismantling "Positive Affect" and its Effects on Customer Satisfaction: An Empirical Examination of Customer Joy in a Service Encounter

  Magnus Söderlund, Sara Rosengren

  27-41

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• When Consumers Get Upset: Modeling the Cost of Store Avoidance

  Sean D. Otto, Brian L. Parry, Collin R. Payne, Jonathan C. Huefner, H. Keith Hunt

  42-53

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• Creating Value for Online Shoppers: Implications for Satisfaction and Loyalty

  Eun-Ju Lee, Jeffrey W. Overby

  54-67

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• e-Consumer Complaints about On-line Stores

  Aslihan Nasir

  68-87

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• The Frequency and Distribution of Better Business Bureau Complaints: An Analysis Based on Exchange Transactions

  Dennis E. Garrett

  88-102

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• Numbers Versus Words: A Comparison of Quantitative and Qualitative Data on Satisfaction with Complaint Resolution Efforts

  Jeanne M. Hogarth, Marianne A. Hilgert

  103-116

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• Dissatisfaction and Distrust

  Mary FitzPatrick, Lorraine Friend, Carolyn Costley

  117-129

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• Application of Research on Consumer Complaint Rates to the Estimation of the Financial Impact of Prospective Product Defects

  Gary T. Ford, David T. Scheffman, David A. Weiskopf

  130-141

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• Premium Price Blues: Customers Voicing Price Complaints, Buying and Not Buying

  Warren S. Martin, John E. Swan

  142-151

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• Post Purchase Behavioral Intentions: An Empirical Study of Dissatisfied Retail Consumers in Mexico

  Mariana Hernandez, Douglas L. Fugate

  152-170

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• An Empirical Test of Contingency Theory

  Barbara A. Carroll

  171-181

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