Vol. 9 (1996): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Do the Hot Dogs taste Better When the Home Team Wins?

  Richard S. Lapidus, John A. Schibrowsky

  1-11

  • PDF

• Customer Satisfaction and the Prediction of Behavior in a Hypothetical Context

  James H. Drew, Tina M. Bronkhorst

  12-19

  • PDF

• Understanding Soldiers' Responses to Product Dissatisfaction in Field Training Environments

  Teresa N. Malafi

  20-26

  • PDF

• Redress Seeking as Planned Behavior

  Robert East

  27-34

  • PDF

• Trigger Events: Exploring the Relationship Between Critical Events and Consumers' Evaluations, Standards, Emotions, Values and Behavior

  Sarah Fisher Gardial, Daniel J. Flint, Robert B. Woodruff

  35-51

  • PDF

• "Clout" and "Vulnerability" in Retail Choice: Modeling Competitive Effects of Performance Perception, Satisfaction, and Intention

  James B. Wiley, Paul D. Larson

  52-63

  • PDF

• Comparing the Communication Characteristics of High Competence and Lowe Competence Customer Service Representatives

  Dennis E. Garrett, Renee A. Meyers, Lee West

  64-74

  • PDF

• An Investigation of the Relationship Between Level of Satisfaction and Processing Intensity

  Robert D. Mackoy, Richard A. Spreng, Gilbert D. Harrell

  75-80

  • PDF

• Customer (Dis)satisfaction and Delays: The Robust Negative Effects of Service Delays

  Richard A. Feinberg, Richard Widdows, Robert Steidle

  81-85

  • PDF

• Roles of Normative and Predictive Expectations in Evaluation of Pharmacist Consultation Services

  Jon C. Schommer

  86-94

  • PDF

• The Influence of Relational Norms and Trust on Customer Satisfaction in Interfirm Exchange Relationships

  William R. Doucette

  95-103

  • PDF

• The Role of Product/Service Experience in the Satisfaction Formation Process: A Test of Moderation

  Marcy J. Morgan, Jill S. Attaway, Mitch Griffin

  104-114

  • PDF

• Assessing the Reliability and Validity of Joint Satisfaction Measures in the Context of a Syncratic Decision

  Hudson P. Rogers, Reginald M. Peyton, Robert L. Berl

  115-127

  • PDF

• New Insights into CS/D From a Literary Analysis of Tom Wolfe's The Bonfire of the Vanities

  Newell D. Wright, Val Larsen, Roger Higgs

  128-137

  • PDF

• Are Satisfaction and Dissonance the Same Construct? A Preliminary Analysis

  Jillian C. Sweeney, Geoffrey N. Soutar, Lester W. Johnson

  138-143

  • PDF

• Accounts in Post-Purchase Behavior: Excuses, Justifications and Meta-Accounts

  David J. Burns, Debra S. Perkins

  144-157

  • PDF

• The Reliability of Difference Scores: A Re-Examination

  Jyh-shen Chiou, Richard A. Spreng

  158-167

  • PDF

• Impact of Social Comparisons on Material Satisfaction: The Role of Similarity

  Ramesh Venkat, Harold J. Ogden

  168-177

  • PDF

• Satisfaction with Homeownership: An Evolutionary Process

  Newell D. Wright

  178-189

  • PDF

• Customer Perception of Quality of Service and Response to the Complaint-Handling Process of a Rental Car Company

  Annemarie Walsh

  190-199

  • PDF

• Effect of Demographic Variables on Self-Concept of Positive and Negative Word-of-Mouth

  Sally L. Fails, Sally K. Francis

  200-206

  • PDF

• Consumer Satisfaction with Marketing Education: Extending Services Theory to Academic Practice

  Steven A. Taylor

  207-220

  • PDF

• Effects of Dissatisfying Experiences on Repatronage Intentions and Negative Word-of-Mouth Behavior of University Students

  Robert E. Wright, Debra S. Perkins, Sean Alston, Shon Heitzig, Jennifer Meyer-Smith, John C. Palmer

  221-228

  • PDF

• U.K. Retail Consumers--Are They Being Served?

  Christopher M.J. Moore, Gillian A. Maxwell, Paul E. Barron

  229-239

  • PDF