Vol. 14 (2001): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Customer Compliments as More than Complementary Feedback

  Frederic B. Kraft, Charles L. Martin

  1-13

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• Exploring Alternative Antecedents of Customer Delight

  Anand Kumar, Richard W. Olshavsky, Maryon F. King

  14-26

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• The Role of Surprise In Satisfaction Judgements

  Joëlle Vanhamme, Dirk Snelders

  27-45

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• Customer Tenure, Recommendation and Switching

  Robert East, Wendy Lomax, Radhika Narain

  46-54

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• Loyalty - Attitude, Behavior, and Good Science: A Third Take on the Neal-Brandt Debate

  Dougla B. Grisaffe

  55-59

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• Revealing the Actual Roles of Expectations in Consumer Satisfaction with Experience and Credence Goods

  Richard W. Olshavsky, Anand Kumar

  60-73

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• Consumer Complaints and Third Parties: Determinants of Consumer Satisfaction with Complaint Resolution Efforts

  Jeanne M. Hogarth, Maureen English, Manisha Sharma

  74-87

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• Problems with Credit Cards: An Exploration of Consumer Complaining Behaviors

  Jeanne M. Hogarth, Marianne A. Hilgert, Jane M. Kolodinsky, Jinkook Lee

  88-107

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• Consumer Grudgeholding: Toward a Conceptual Model and Research Agenda

  David Aron

  108-119

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• Through the Looking Glass: An Agency Theoretic Foundation for the Satisfaction Mirror

  R. Susan Ellis, Siegfried P. Gudergan, Lester W. Johnson

  120-124

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• An Integrated Model for the Effects of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty

  Lien-Ti Bei, Yu-Ching Chiao

  125-140

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• The Relative Influence of Affective Experience on Consumer Satisfaction Under Positive Versus Negative Discrepancies

  Sunkyu Jun, Yong J. Hyun, James W. Gentry, Chang Seok Song

  141-153

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• Degree of Frailty and Elders' Satisfaction with Personal Care Services in a Community Setting

  Jane M. Kolodinsky, Junghun Nam, Jinkook Lee, Melissa Drzewiczewski

  154-165

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