Vol. 11 (1998): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Confounds in the Measurement of Predictive Expectations

  Richard A. Spreng, Robert D. Mackoy, Cornelia Droge

  1-7

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• Reference and Memory in Customer Satisfaction Studies

  James H. Drew

  8-14

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• Service Quality Measures: A Test of Convergent Validity and Trait-Method Effects

  James M. Tolliver, Robert W. Armstrong, Daniel F. Coleman

  16-27

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• Comparison Standards in Consumer Satisfaction Formation: Involvement and Product Experience as Potential Moderators

  Jong-Won Park, Jiho Choi

  28-39

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• The Influence of Affective State on Satisfaction Ratings

  Beverly K. Brockman

  40-50

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• Affective Responses Towards Service Providers: A Categorization Theory Perspective

  Rama K. Jayanti

  51-61

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• The Effects of Satisfaction and Consumption Emotion on Actual Purchasing Behavior: An Exploratory Study

  Prashanth U. Nyer

  62-68

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• The Effect of Intensity of Dissatisfaction on Complaining Behaviour

  Robert Johnston

  69-77

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• Explaining Brand Loyalty, Dealer Sales Loyalty and Dealer After-Sales Loyalty: The Influence of Satisfaction with the Car, Satisfaction with the Sales Service and Satisfaction with the After-Sales Service

  Josée M.M. Bloemer, Koen H. Pauwels

  78-90

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• The Effects of Organizational Complaint Responses on Consumer Satisfaction, Word of Mouth Activity and Repurchase Intentions

  Moshe Davidow, James H. Leigh

  91-102

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• Satisfaction with Material Possessions and General Well-Being: The Role of Materialism

  M. Joseph Sirgy, Dong-Jin Lee, Val Larsen, Newell D. Wright

  103-118

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• "After I Had Made the Decision, I...: " Toward a Scale to Measure Cognitive Dissonance

  Douglas R. Hausknecht, Jillian C. Sweeney, Geoffrey N. Soutar, Lester W. Johnson

  119-127

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• Modeling the Impact of Retail Stockouts: Implications for Customer Satisfaction and Retention

  Carlo D. Smith

  128-139

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• Towards a Comprehensive Taxonomy and Model of Consumer Complaining Behaviour

  Jonathan Boote

  140-151

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• An Exploratory Study of International Student Satisfaction

  Mary L. Carsky, Susan Coleman

  152-158

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• Toll-Free Customer Service Telephone Lines: Are They Accessible for Spanish-Speaking Consumers?

  Dennis E. Garrett, Carlos Torelli, Amy Olson Gunderson

  160-170

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• Comparative Analysis of Dissatisfied Versus Satisfied Higher Income Hispanic Catalog Consumers: Shopping Orientation and Store Attributes

  Marianne C. Bickle, Molly Eckman, Antigone Kotsiopulos

  171-179

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• Effect of Expectations on User Satisfaction with a Remodeled University Dining Facility

  Carol C. Caughey, Sally K. Francis, Anka E. Kolodziej

  180-185

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• Business Link: A Method for Examining Customer Satisfaction, Dissatisfaction & Complaining Behaviour

  Susan J. Priest

  186-197

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• Customer Satisfaction from a Supply Chain Perspective: An Evolutionary Process in Enhancing Channel Relationships

  Stanley E. Fawcett, Michael J. Swenson

  198-204

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• An Integrative, Utility-Based Approach to Profitable Customer Takeaway in the Supply Chain

  Stanley E. Fawcett, Michael J. Swenson

  205-214

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