Vol. 29 (2016): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Choosing by Selecting or Rejecting: How Decision Strategy Influences Consumer Satisfaction

  Jane E. Machin

  5-29

  • PDF

• Personality Traits and Re-Patronage Intentions After Service Failure

  Reeti Agarwal, Ankit Mehrotra, Victor A. Barger

  31-52

  • PDF

• How the Customer Feedback Process Contributes to Perceived Customer Orientation and Affective Commitment in the Higher Educational Service Context

  Kevin Celuch, Nadine M. Robinson

  53-76

  • PDF

• Thanks, I Guess: What Consumers Complain About When They Complain About Gifts

  Deborah Y Cohn

  77-90

  • PDF

• Toward Understanding the Impact of Attributes on Satisfaction in Different Price Tiers

  Omar P. Woodham, Jacqueline A. Williams, Kimberly R. McNeil

  91-118

  • PDF

• Digital Dysfunction: Consumer Grudgeholding and Retaliation in the Digital Era

  David Aron

  119-130

  • PDF

• Complaining, Complimenting and Word-of-Mouth in the Digital Age: Typology and Terms

  Gillian S Naylor

  131-142

  • PDF