Vol. 15 (2002): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Negative Word of Mouth: Substitute for or Supplement to Consumer Complaints?

  Diane Halstead

  1-12

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• Using Complaint Behavior to Improve Quality Through the Structure and Process of Service Delivery

  Thomas L. Powers, Dawn Bendall-Lyon

  13-21

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• The Role of Value in Consumer Satisfaction

  Ellen Day

  22-32

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• An Empirical Investigation of Complaint Behavior Among Church Members

  Scott W. Hansen, Barbara Ross Woolridge

  33-50

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• Advertising-Induced Social Comparison and Body-Image Satisfaction: The Moderating Role of Gender, Self-Esteem and Locus of Control

  Ramesh Venkat, Harold Ogden

  51-67

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• Store Satisfaction and Store Loyalty Explained by Customer - and Store-Related Factors

  Josée Bloemer, Gaby Odekerken-Schröder

  68-80

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• Measuring Visitor Satisfaction with Western Australia's Conservation Estate

  Dave Webb, Kate Hassall

  81-98

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• Application of Satisfaction Theory to a Predicted Event: The Y2K Computer Problem

  Carol C. Caughey, Sally K. Francis, Deana Grobe, Eunyoung Hyunchang

  99-106

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• A Case Study of Organization-Level Customer Satisfaction

  Robert A. Westbrook

  107-113

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• Consumer Retaliation: Confirmation and Extension

  Jonathan C. Huefner, Brian L. Parry, Collin R. Payne, Sean D. Otto, Steven C. Huff, Michael J. Swenson, H. Keith Hunt

  114-127

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• Consumer Complimenting Behavior: Exploration and Elaboration

  Collin R. Payne, Brian L. Parry, Steven C. Huff, Sean D. Otto, H. Keith Hunt

  128-147

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