Vol. 1 (1988): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• An Extended Perspective on the Antecedents of Satisfaction

  John R. Kennedy, Peter C. Thirkell

  2-9

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• The Role of Situational and Enduring Involvement in Post-Purchase Product Evaluation

  Marsha L. Richins, Peter H. Bloch

  10-15

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• Effects of Situation Involvement on Consumers' Use of Standards in Satisfaction/Dissatisfaction Processes

  Claire P. Bolfing, Robert B. Woodruff

  16-24

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• Emotional Measures of Satisfaction/Dissatisfaction

  Douglas Hausknecht

  25-33

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• The Role of Ego-Expressive Factors in the Consumer's Satisfaction with Price

  Robert M. Schindler

  34-39

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• Consumer Satisfaction Related to Disconfirmation of Expectations and Product Performance

  John E. Swan

  40-47

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• Satisfaction: Its Correlates and Uncorrelates for Computer Ownders

  Edward McQuarrie, Lynn Langmeyer, Daniel Langmeyer

  48-52

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• Consumer Satisfaction with the Distribution System for Durable Products

  Carole P. Duhaime

  53-59

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• Small Claims Court Litigant Satisfaction: It's How They Play the Game that Counts

  Howard G. Schutz, Roger Dickinson

  60-68

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• Effect of Women's Satisfaction with Career Dress on Willingness to Make Trade-Offs for More Sizing Options

  Janith S. Wright, Sally K. Francis

  69-73

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• Dissatisfiers and Satisfiers: Suggestions from Consumer Complaints and Compliments

  Ernest R. Cadotte, Normand Turgeon

  74-79

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• Negative Information at the Point-of-Sale: Costs and Benefits to New Car Dealers

  Mary L. Carsky

  80-85

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• How Many Lost Customers have you Won Back Today?: An Aggressive Approach to Complaint Handling in the Hotel Industry

  Susan V. Morris

  86-92

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• Complaint Management in the Health Care Organization

  Mary C. Gilly, William B. Stevenson

  93-96

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• Intrachannel Complaining Behavior and Conflict

  Prem N. Shamdasani, Gary L. Frazier

  97-103

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• Expert Audience Views of Federal Regulation: Compliment and Complaint Behavior by Users of the Calendar of Federal Regulations

  Robert C. Haring

  104-106

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• Consumer Use of Product Information and its Impact on Satisfaction Evaluation

  Donna Hill

  107-115

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• Consumer Grudge Holding

  H. Keith Hunt, H. David Hunt, Tacy C. Hunt

  116-118

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