Vol. 10 (1997): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Observations on Applied CS/D Research

  Robert A. Westbrook

  1-6

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• Looking for Good Birds in Far Away and Near By Places: Variety-Seeking, Satisfaction and Enjoyment of Birding: An Ethnography

  John E. Swan, I. Fredrick Trawick

  7-14

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• The Effect of Product-Level Standards of Comparison on Consumer Satisfaction

  Joan L. Giese, Joseph A. Cote, Pamela W. Henderson

  15-25

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• Promises, Promises: Industrial Buyer Satisfaction with Delivery Delays

  Harold J. Ogden, Ronald E. Turner

  26-42

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• Evaluating Health Care Service Quality: The Moderating Role of Knowledge

  Ko de Ruyter, Josée Bloemer

  43-50

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• Consumer Satisfaction with the Complaint Resolution Efforts of a U.S. Federal Agency

  Jeanne M. Hogarth, Maureen Engish

  51-60

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• The Standards Issue: An Accessibility-Diagnosticity Perspective

  Paul V. Ngobo

  61-79

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• Modeling the Cognitive Antecedents of Post-Consumption Emotions

  Prashanth U. Nyer

  80-90

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• Taxonomy of Consumer Complaint Behavior: Replication and Extension

  Raymond R. Liu, Harry S. Watkins, Youjae Yi

  91-103

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• A Visual Approach for Identifying Consumer Satisfaction Segments

  Hooman Estelami, Peter De Maeyer

  104-115

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• Sex Differences and Consumer Complaints: Do Men and Women Communicate Differently When They Complain to Customer Service Representatives?

  Dennis E. Garrett, Renee A. Meyers, Lee West

  116-130

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• Factors Influencing Consumer Satisfaction with a Community Supported Agriculture Farm (CSA)

  Jane M. Kolodinsky, Leslie L. Pelch

  131-138

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• Customer Care, Customer Satisfaction, Value, Loyalty and Complaining Behavior: Validation in a UK University Setting

  Dave Webb, Abiodun Jagun

  139-151

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• An Empirical Investigation of Scope and Format

  Frederic B. Kraft, Charles L. Martin

  152-164

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• Consumers' Perceptions of the Usefulness of Company Complaint Information Provided by the Better Business Bureau

  James E. Fisher, Dennis E. Garrett, Mark J. Arnold

  165-169

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• Complaining about the Alliance: Extending Kowalski's Theory of Complaining through a Hermeneutical Analysis of Online Complaining Data

  Newell D. Wright , Val Larsen

  170-184

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