Biennial CS/D&CB Conference, Provo, UT, USA, June 18-21, 2025

2024-11-20

The primary objective of the Consumer Satisfaction, Dissatisfaction and Complaining Behavior (CS/D&CB) biennial conference is to disseminate cutting-edge research about the antecedents and/or consequences of satisfying or dissatisfying experiences, including complaining behavior. We seek to promote theory development in these areas via reporting quantitative and/or qualitative inquiries and conceptual studies within relevant business disciplines.  Research topics for this conference may include, but are not limited to, the following:

  • Brand love and hate
  • The influence of human capital in corporations on consumer satisfaction
  • Life satisfaction, existential well-being, and human flourishing
  • Positive and negative word of mouth in personal and digital networks
  • Consumer grudgeholding, retaliation, and other dysfunctional consumer behaviors
  • Consumer satisfaction/dissatisfaction and brand choice
  • Consumer loyalty and commitment
  • Consumer Schadenfreude
  • Service recovery, complaint resolution, and complaint management
  • Senior complaining behavior
  • Consumer forgiveness and reconciliation
  • Theory development in CSD&CB
  • Cross-cultural variations in CSD&CB
  • The roles of trust and confidence in CSD&CB
  • Complimenting behavior
  • Social relationships and CSD&CB
  • Perceived trustworthiness
  • Methodologies for CSD&CB, quantitative and qualitative
  • Reconceptualizing CSD&CB
  • Consumer experience and CS/D&CB

Paper submission AND Registration deadline is April 18, 2025.

Submit papers to Newell Wright, newell.wright@ndsu.edu. Use the heading CS/D&CB Conference Submission.

Our conference hotel is the Provo Marriott Hotel & Conference Center in the heart of historic downtown Provo, with many attractions and restaurants just a few minutes walk away. We have a block of rooms at a guaranteed $189 USD per night rate. Depending on your travel plans, you may check-in as early as Sunday, June 15, 2025, and check out as late as Tuesday, June 24, 2025. (Note that if you are driving to the hotel, parking is $10 per day). The hotel is a quick, 15-minute walk from the FrontRunner train station that links to the Salt Lake City airport (more information about how to take the FrontRunner from the airport to downtown Provo). We have reserved a limited number of rooms for the conference, so if you think you might attend, it would be wise to reserve your hotel room.

Conference registration: $500 (USD) if paid by check; otherwise, $525 (USD) if paid by credit card. Make checks payable to CSD and CB, Inc. (a 501(c)(3) nonprofit organization; EIN: 88-1403112).  Send them to:

CSD and CB, Inc.
4146 Houkom Ct. S.
Fargo, ND 58104, USA

Conference Registration

Guest registration for non-conference participants (includes all group meals and the field trip): $200 (USD) if paid by check, mailed to the address above; $210 (USD) if paid by credit card.  

Guest Registration

Brief Conference Schedule

  • Wednesday, June 18, 2025: Evening Reception
  • Thursday and Friday, June 19-20, 2025: Conference sessions. Lunch or dinner included.
  • Saturday, June 21, 2025: Field trip to Sundance Mountain Resort. We will take a ski lift to the top of the mountain (Mandan Summit, elevation 8,250 feet [2,515 meters]) for lunch. There are stunning views of Utah and Heber Valleys. After lunch, return to the hotel and depart for home. Caveat: this field trip is conditional, depending on the weather. If the weather does not permit the field trip, we will still have a group lunch at a local restaurant.

 Options for getting from the airport in Salt Lake City (airport code: SLC) to Provo:

  • FrontRunner. A train will take you from the Salt Lake City airport to Provo, Utah, about a three-block, 15-minute walk to the hotel. This is the cheapest option, and it will cost about $3.00 to $10.00 each way, depending on the time of day. Take the TRAX Greenline 704 train from the airport to the North Temple Bridge stop. Transfer to the FrontRunner 750 train heading south to Provo. The Provo stop is the last stop on the route.
  • Taxi. You can expect a 50-minute taxi ride at a cost of approximately $140 each way.
  • Prices will vary depending on the time of day, but it is usually cheaper than a taxi.
  • Drive a Rental Car. Depending on traffic, it will take approximately 50 minutes to arrive. Set your GPS to “Provo Marriott & Conference Center.”

For all transportation options, see the Rome2Rio website. Alternatively, try flying into the Provo Airport. Commercial flights are available from Mesa, AZ; Santa Ana, CA; Fort Collins/Loveland, CO; Dallas-Fort Worth, TX; Nashville, TN; and Portland, OR.