Vol. 8 (1995): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• The Industrial Buyer Complaint Process: An Ethnography of Finding and Fixing Vendor Mistakes

  John E. Swan, Thomas L. Powers, Scott W. Hansen

  1-10

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• A Proposed Framework for Exploring Comparison Standards at Various Stages of the Business-to-Business Relationship Evolution

  Michael S. Garver, Daniel J. Flint

  11-21

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• Focal Brand Experience and Product-Based Norms as Moderators in the Satisfaction Formation Process

  Paul G. Patterson, Lester W. Johnson

  22-31

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• The Convergence of Customer Satisfaction and Service Quality Evaluations with Increasing Customer Patronage

  Pratibha A. Dabholkar

  32-43

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• Integrating Service Quality and Satisfaction: Pain in the Neck or Marketing Opportunity?

  José Bloemer, Ko de Ruyter

  44-52

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• The Dimensionality of Consumer Satisfaction/Dissatisfaction: An Empirical Examination

  Robert D. Mackoy, Richard A. Spreng

  53-58

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• Consumer Complaints as Market Intelligence: Orienting Context and Conceptual Framework

  Chickery J. Kasouf, Kevin G. Celuch, Jeffrey C. Strieter

  59-68

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• Consumer Satisfaction and Students: Some Pitfalls of Being Customer Driven

  Richard W. Olshavsky, Richard A. Spreng

  69-77

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• Hysteresis in Buyer Attitude Toward Repeated Transactions

  Harold J. Ogden, Ronald E. Turner

  78-85

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• Customer Satisfaction, Dissatisfaction and Complaining Behavior in the Gaming Industry

  J. Kent Pinney, William N. Thompson, Larry A. Strate

  86-103

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• Consumer Satisfaction with Primary Care Physicians in a Managed Care Health Benefits Plan

  Jane Kolodinsky

  104-110

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• Consumer Durable Goods: A Review of Post-Purchase Issues

  Alan S. Dick, Douglas R. Hausknecht, William L. Wilkie

  111-123

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• The Effects of Information Valence and Consistency and Product Type on Consumer Satisfaction

  Donna J. Hill, Maryon F. King

  124-135

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• The Relative Influence of Affective and Cognitive Factors in Determining Service Encounter Satisfaction

  Rama K. Jayanti

  147-154

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• Emotion, Coping and Complaining Propensity Following A Dissatisfactory Service Encounter

  Beth F. Godwin, Paul G. Patterson, Lester W. Johnson

  155-163

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• Satisfaction Work in an Emergency Situation: The Case of the Philadelphia 911 Calls

  Richard Parker, Anita Pomerantz, B. J. Fehr

  164-176

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• Consumer-Defined Service Expectations and Post Purchase Dissatisfaction in Moderately-Priced Restaurants: A Cross-National Study

  Ko de Ruyter, Debra S. Perkins, Martin Wetzels

  177-187

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• Consumer Satisfaction and the Marketing of Voluntarism: The Case of Appalachian Mountain Housing

  Newell D. Wright, Val Larsen, Roger Higgs

  188-197

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• The Role of Product Type and Consumer Fashion Involvement in Clothing Satisfaction

  Keum-Hee Hong, Margaret Rucker

  198-207

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• Fit of Women's Jeans: An Exploratory Study Using Disconfirmation Paradigm

  Marianne C. Bickle, Antigone Kotsiopulos, Merry Jo Dallas, Molly Eckman

  208-213

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• Memory-Work: An Alternative Approach to Investigation Consumer Satisfaction and Dissatisfaction of Clothing Retail Encounters

  Lorraine A. Friend, Amy Rummel

  214-222

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• Determinants of Technology Licensee's Satisfaction: An Empirical Investigation

  Shenzhao Fu, Debra S. Perkins

  223-233

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• Level of Involvement in Relation to Satisfaction with a Student-Owned Dining Facility

  Carol C. Caughey, Dian A. Nafis, Sally K. Francis

  234-238

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