Vol. 22 (2009): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• How Retailers Handle Complaint Management

  Torben Hansen, Ricky Wilke, Judith Lynne Zaichkowsky

  1-20

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• Loyalty and its Influence on Complaining Behavior and Service Recovery Satisfaction

  Christy Ashley, Sajeev Varki

  21-35

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• Loyalty's Influence on the Consumer Satisfaction and (Re)Purchase Behavior Relationship

  Thaweephan Leingpibul, Sunil Thomas, S. Allen Broyles, Robert H. Ross

  36-53

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• Relating Switching Costs to Positive and Negative Word-of-Mouth

  Richard Lee, Jenni Romaniuk

  54-67

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• Segmenting the Customer Base in a CRM Program according to Customer Tolerance to Inferiority: A Moderator of the Service Failure - Customer Dissatisfaction Link

  Lida L. Zhang, Long W. Lam, Clement S.F. Chow

  68-87

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• Simultaneity in the Relationship between Sales Performance and Components of Customer Satisfaction

  Rajiv D. Banker, Raj Mashruwala

  88-106

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• Taxonomy of the Influence of Other Customers in Consumer Complaint Behavior: A Social-Psychological Perspective

  Ruoh-Nan Yan, Sherry Lotz

  107-125

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