Vol. 27 (2014): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Taking Over the Reins

  Gillian S. Naylor

  1

  • PDF

• The Effort Model of Consumer Complaining Behavior: An Update and New Research Directions

  John W. Huppertz

  2-5

  • PDF

• Organizational Responses to Consumer Complaints: A Re-Examination of the Impact of Organizational Messages in Response to Service and Product-Based Failures

  John W. Huppertz

  6-18

  • PDF

• Value, Satisfaction, and Loyalty: An Evolving Conceptualization

  Steven A. Taylor, Gary Hunter

  19-23

  • PDF

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

  Steven A. Taylor, Gary Hunter

  24-42

  • PDF

• Internal Marketing and Employee Satisfaction and Loyalty: Cross-Cultural Scale Validation in Context of U.S. and German Nurses

  Andrew J. Dahl, James W. Peltier

  43-54

  • PDF

• Service Guarantees: The Impact of Playing ‘Hard to Get’ on Perceptions of Firm Credibility and Repurchase Intent

  Susan E. Myrden, E. Kevin Kelloway

  55-69

  • PDF

• The A-Craft Model of Organizational Responses to Customer Complaints and Their Impact on Post-Complaint Customer Behavior

  Moshe Davidow

  70-89

  • PDF

• How Imperfect Practice Leads to Imperfection: A Hierarchical Linear Modeling Approach to Frustration during an Iterative Decision

  Anjala Krishen, Han-Fen Hu

  90-101

  • PDF

• The Relationship between Eudaimonic Well-Being and Social Well-Being with Millennials

  Steven A. Taylor, Hulda G. Black, Leigh Anne Novak Donovan, Chiharu Ishida, Kimberly Judson

  102-117

  • PDF

• Approaches to Developing a College Course on Consumer Satisfaction

  David Aron

  118-127

  • PDF