Vol. 13 (2000): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Putting Customer Satisfaction in its Place: Broader Organizational Research Perspectives Versus Measurement Myopia

  Douglas B. Grisaffe

  1-16

  • PDF

• Towards a Managerial Research Agenda for Customer Satisfaction

  Robert A. Westbrook

  17-25

  • PDF

• Negative Versus Positive Word-of-Mouth: An Exception to the Rule

  Gillian S. Naylor, Susan Bardi Kleiser

  26-36

  • PDF

• Perceived Social Approval as a Comparison Standard in Product Evaluation and Determination of Satisfaction

  Sabrina M. Neeley, David W. Schumann

  37-51

  • PDF

• Value Assessment: The Antecedent of Customer Satisfaction

  Ellen Day, Melvin R. Crask

  52-60

  • PDF

• Consumer Retaliation as a Response to Dissatisfaction

  Jonathan C. Huefner, H. Keith Hunt

  61-82

  • PDF