Vol. 21 (2008): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Organizational Responses to Consumer Complaints: A Re-Examination of the Impact of Organizational Messages in Response to Service and Product-Based Failures

  San Bolkan, John A. Daly

  1-22

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• Getting Good Complaining without Bad Complaining

  Gavin L. Fox

  27-40

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• Reconciling Satisfaction, Emotions, Attitudes, and Ambivalence within Consumer Models of Judgment and Decision Making: A Cautionary Tale

  Steven A. Taylor

  41-65

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• Measuring Consumer Satisfaction and Dissatisfaction Intensities to Identify Satisfiers and Dissatisfiers

  Clement S.F. Chow, Lida L. Zhang

  66-79

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• A Review of the Role of Satisfaction, Quality, and Value on Firm Performance

  Thomas L. Powers, Dawn Bendall Valentine

  80-103

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• Perceived Versus Actual Complexity for Websites: Their Relationship to Consumer Satisfaction

  Anjala Krishen, Kunal Kamra

  104-123

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• Negative Word-of-Mouth and Redress Strategies: An Exploratory Comparison of French and American Managers

  Anne-Françoise Audrain-Pontevia, Allan J. Kimmel

  124-136

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• Brazilian Food Retailer Satisfaction with Suppliers

  Luciana de Araujo Gil, Jong Pil Yu, Lester W. Johnson, Alan Pomering

  137-152

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