Vol. 4 (1991): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• A Theoretical Framework for Modeling Consumers' Response to Marketplace Dissatisfaction

  Jagdip Singh, Robert E. Wilkes

  1-12

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• Post-Consumption Emotions: Exploring Their Emergence and Determinants

  Thomas E. Muller, David K. Tse, Ramesh Venkatasubramaniam

  13-20

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• The Structure of Customer Satisfaction: Effects of Survey Measurement

  James H. Drew, Ruth N. Bolton

  21-31

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• Effects of Response Delay on the Quality of Satisfaction Data in Mail Surveys

  William R. Forrester, Manfred F. Maute

  32-38

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• Treating Consumer Depression to Create Infiniti Potential

  Andrew R. McGill

  39-49

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• Examining Consumer Losses and Dissatisfaction Due to Broken Sales and Service Agreements

  Alex Simonson

  50-61

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• Interactive Complaint Communication: A Theoretical Framework and Research Agenda

  Dennis E. Garrett, Renee A. Meyers, John Camey

  62-79

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• Manufacturers' Concern for Product Risks After the Sale: Do Product Recalls Really Cause Consumers' Dissatisfaction

  Dirk Standop

  80-83

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• Patient Satisfaction/Dissatisfaction and Post-Exchange Actions in the High-Blood Pressure Prescription Drug Market: A Preliminary Report

  Deepak Sirdeshmukh, Dev S. Pathak, Susan Kucukarslan, Richard Segal, Karen L. Kier, Sheri L. Aversa

  84-92

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• A Two-Step Model of Satisfaction with Public Transportation

  Yves Evrard

  93-102

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• The Standards Issue in CS/D Research: A Historical Perspective

  Robert B. Woodruff, D. Scott Clemons, David W. Schumann, Sarah F. Gardial, Mary Jane Burns

  103-109

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• Intensity of Dissatisfaction and Consumer Complaint Behaviors

  Ved Prakash

  110-122

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• Factors Associated with Service delay in Supermarkets and Post Offices

  Robert East, Wendy Lomax, Gill Willson

  123-128

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• An Equity Model of Consumer Responses to Waiting Time

  Cathy Goodwin, Kelly L. Smith, Bronislaw J. Verhage

  129-138

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• Effect of User Orientation on Disconfirmation Processing

  Sally K. Francis, Beverly Browne

  139-143

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• The Impact of Social Influence on Consumer Complaint Behavior

  Teresa N. Malafi

  144-150

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• The Decision Making Process of Cancer Patients: Through A Model Still More Clearly

  James Kent Pinney

  151-160

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• Homeowner Satisfaction

  Douglas Hausknecht, James R. Webb

  161-166

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• Consumer Interaction Styles and Purchase Complaint Intentions

  Mark E. Slama, Terrell G. Williams

  167-174

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• The Role of Situational Variables in Consumer Choice Satisfaction

  Gail Tom, Stoakley Swanson, Bruce McElroy, Jenney Lim

  175-179

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• Complaining and Praising in Non-Profit Exchanges: When Satisfaction Matters Less

  Dianne S. P. Cermak, Karen Maru File, Russ Alan Prince

  180-187

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• Frequency of Use and Level of Satisfaction with Rainchecks

  J. Patrick Kelly, Jonathan C. Huefner, H. Keith Hunt

  188-193

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• A Consumer Satisfaction, Dissatisfaction and Complaining Behavior Bibliography: 1982-1990

  Debra S. Perkins

  194-228

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