Vol. 16 (2003): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• A Study In Business-to-Business Complaining Behavior: Yellow Pages Advertisers

  James H. Drew, D.R. Mani, Piew Datta, Jeffrey Howard, Shad Griffin

  1-9

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• The Impact of Instruction Understanding on Satisfaction and Switching Intentions

  Michael A. Jones, Valerie A. Taylor, Richard C. Becherer, Diane Halstead

  10-18

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• An Exploratory Investigation into the Antecedents of Satisfaction, Brand Attitude, and Loyalty within the (B2B) eCRM Industry

  Steven A. Taylor, Gary Hunter

  19-35

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• Justice-Based Service Recovery Expectations: Measurement and Antecedents

  Chi Kin (Bennett) Yim, Flora Fang Gu, Kimmy Wa Chan, David K. Tse

  36-52

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• Behavioral Intentions in Satisfaction Research Revisited

  Magnus Söderlund, Niclas Öhman

  53-66

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• Have You Heard the Word? The Effect of Word of Mouth on Perceived Justice, Satisfaction and Repurchase Intentions Following Complaint Handling

  Moshe Davidow

  67-80

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• Disconfirmed Expectations Theory of Consumer Satisfaction: An Examination of Representational and Response Language Effects

  R. Kenneth Teas, Kay M. Palan

  81-105

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• The Impact of E-Services Failures and Customer Complaints on Electronic Commerce Customer Relationship Management

  Yooncheong Cho, Il Im, Roxanne Hiltz

  106-118

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• A Conceptual Look at the Influence of Relationship Structure on the Disconfirmation Process in a Business-to-Business Context

  Susan L. Golicic, S. Allen Broyles, Robert B. Woodruff

  119-131

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• An Effort Model of First-Stage Complaining Behavior

  John W. Huppertz

  132-144

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• Situational Characteristics as Moderators of the Satisfaction-Loyalty Link: An Investigation in a Business-to-Business Context

  Florian V. Wangenheim

  145-156

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• Compensatory Satisfaction: An Ethnography of Avoiding Disappointment and Producing Satisfaction in Birding

  John E. Swan, Warren S. Martin, I. Fredrick Trawick

  157-165

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• Factors that Influence a Consumer Complainer's Rating of Service Received from a Third Party Complaint-Handling Agency: The Los Angeles Department of Consumer Affairs

  Wendy Reiboldt

  166-167

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• Consumers' Experiences, Opinions, Attitudes, Satisfaction, Dissatisfaction, and Complaining Behavior with Vending Machines

  Dong Hwan Lee

  178-197

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• Measuring Affective Response to Consumption Using Rasch Modeling

  Alexandra Ganglmair, Rob Lawson

  198-210

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• The Nature of the Importance-Satisfaction Relationship in Ratings: Evidence from the Normative Data of the Noel-Levitz Student Satisfaction Inventory

  Michael J. Roszkowski

  211-221

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• Events of 9/11/2001: Crisis and Consumer Dissatisfaction Response Styles

  Heidi Rottier, Donna J. Hill, Jay Carlson, Mitch Griffin, Edward Bond, Chad Autry, Michelle Bobbitt

  222-232

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• Satisfaction with Tours of a Frank Lloyd Wright Building

  Carol C. Caughey, Victoria Douglass

  233-240

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• The Complaining Customer: A Service Provider's Best Friend?

  Gillian S. Naylor

  241-248

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