Vol. 32 (2019): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Observer Retaliation: Apology Components Affect on Observing Customers’ Reactions

  Todd A. McClure, Ginger Killian, J. Michael Pearson

  1-15

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• The Influence of Available Alternatives and Variable Expectations on the Impact of Disconfirmations on Satisfaction

  Con Korkofingas

  16-39

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• The Definitions of Dysfunctional Consumer Behavior: Concepts, Content, and Questions

  David Aron, Olivia Kultgen

  40-53

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• (Relative) Status Quo Effects on Customer Loyalty in Satisfaction and Trust Relationships in Insurance

  Steven A. Taylor, E. Tice Sirmans

  54-66

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• A Model of Full-Time Professional Graduate Student Satisfaction: Program Design, Delivery, and Outcomes

  John J. Sailors, Teresa J. Rothausen, Michael L. DeVaughn, Christopher P. Puto

  67-90

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