Vol. 20 (2007): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Assessing the Effects of Post-Purchase Dissatisfaction and Complaining Behavior on Profitability: A Monte Carlo Simulation

  Jeffrey G. Blodgett, Haitao Li

  1-14

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• Satisfaction Theory and the Disadvantaged Consumer

  Diane Halstead, Michael A. Jones, April N. Cox

  15-35

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• Questions about the Ultimate Question: Conceptual Considerations in Evaluating Reichheld's Net Promoter Score (NPS)

  Douglas B. Grisaffe

  36-53

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• Toward Understanding Customer Powerlessness: Analysis of an Internet Complaint Site

  Matthew P. Bunker, Matthew S. Bradley

  54-71

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• Consumer Offense Towards the Advertising of Some Gender-Related Products

  David S. Waller

  72-85

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• Consumer Complaining Behavior in Developing Countries: The Case of Brazil

  Daniel von der Heyde Fernandes, Cristiane Pizzutti dos Santos

  86-109

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• Satisfaction, Loyalty, and Repurchase: A Study of Norwegian Customers of Furniture and Grocery Stores

  Bernt Solvang

  110-122

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