Vol. 7 (1994): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• The Effects of Perceived Justice on Complainants' Repatronage Intentions and Negative Word-of-Mouth Behavior

  Jeffrey G. Blodgett

  1-14

  • PDF

• Do Shoppers Avoid Service Delay?

  Robert East, Wendy Lomax, Gill Wilson, Patricia Harris

  15-22

  • PDF

• Using Customer Satisfaction Data to Improve Service Operations

  James H. Drew

  23-30

  • PTE

• Determinants of Industrial Purchaser Delivery Service Expectations and Satisfaction: An Ethnography

  John E. Swan, I. Fredrick Trawick

  31-40

  • PTE

• CS/D&CB Practitioners' Panel Presentations

  David W. Schumann, J. Robert Graves

  41-52

  • PTE

• Explaining Patient Satisfaction/Dissatisfaction in High Blood Pressure Prescription Drug Market: An Application of Equity Theory and Disconfirmation Paradigm

  Dev S. Pathak, Suzan Kucukarslan, Richard Segal

  53-73

  • PTE

• Patients' Satisfaction with Pharmacist Consultation Services: Application of a Model of Service Encounter Evaluation

  Jon C. Schommer, Joseph B. Wiederholt

  74-86

  • PDF

• The Pharmaceutical Market's Complaining Process: An Application of Hirschman's Theory to a Public Policy Problem

  Suzan Kucukarslan, Dev S. Pathak

  87-95

  • PDF

• Incident-Based Measurement of Patient Satisfaction/Dissatisfaction: A Dutch Case

  Ko de Ruyter, Norbert Scholl

  96-106

  • PDF

• How Length of Patronage Affects the Impact of Customer Satisfaction on Repurchase Intention

  Roland T. Rust, David C. Williams

  107-113

  • PDF

• A Reassessment of the Reliability of Difference Scores in the Measurement of Disconfirmation of Expectations

  Richard A. Spreng

  114-118

  • PDF

• The Influence of Emotions on Satisfaction with Movie Consumption

  Yves Evrard, Philippe Aurier

  119-125

  • PDF

• Modeling Perceived Service Quality Using Different Comparison Stndards

  Veronica Liljander

  126-142

  • PDF

• Excuse Making: A prevalent Company Response to Complaints?

  Robert Baer, Donna J. Hill

  143-151

  • PDF

• The Impact of Satisfaction on Brand Loyalty: Urging on Classifying Satisfaction and Brand Loyalty

  José M. M. Bloemer, Hans D. P. Kasper

  152-160

  • PDF

• Does Customer Satisfaction Predict Shopper Intentions?

  Pratibha A. Dabholkar, Dayle I. Thorpe

  161-171

  • PDF

• An Empirical Comparison of Alternative Conceptualizations of Postconsumption Reactions

  Barry J. Babin, Mitch Griffin, William R. Darden

  172-183

  • PDF

• Consumer Satisfaction with Clothing Disposition

  Sally K. Francis, Sara L. Butler

  184-190

  • PDF

• Predicting the Consumer Complaint Behaviors in Food Service: An Empirical Test of Two Alternative Models

  Dong Hwan Lee, Orose Leelakulthanit

  191-197

  • PDF

• Customers' Overall Satisfaction with Services by Retailer Type: A Function of Individual Characteristics and Expected Ideal Levels of Services

  Marianne C. Bickle, Soyeon Shim

  198-206

  • PDF

• Consumer Satisfaction and Dissatisfaction in Estonia

  Marje Josing, Eivind Stø

  207-218

  • PDF

• Consumer Satisfaction with In-Store Information Programs

  Mary L. Carsky, Edward F. Fern

  219-230

  • PDF

• A Comparative Analysis of the Predictive Validity of Two Consumption Emotion scales in a Real Estate Context

  Susan Carley, William Forrester, Manfred Maute

  231-235

  • PDF

• Responses to Dissatisfaction: A Cross-Cultural Comparison

  Peter V. Raven, Ellen R. Foxman

  236-245

  • PDF

• Assertion and Attention to Social Comparison Information as Influences on Consumer Complaint Intentions

  Mark Slama, Kevin G. Celuch

  246-251

  • PDF

• Exploring Self (Dis)Satisfaction as an Outcome of Product Use Experiences

  Mary Jane Burns

  252-256

  • PDF

• National Character and Purchase Dissatisfaction Response

  Jen-Hung Huang

  257-266

  • PDF

• Extending the Hirschman Model: When Voice and Exit Don't Tell the Whole Story

  Jonathan C. Huefner, H. Keith Hunt

  267-270

  • PDF