PART I. THEORIES AND MODELS

Consumer Alienation and Causal Attribution as Moderators of Consumer Satisfaction/Dissatisfaction and Complaint Behavior
        Maurice C. Clabaugh, Jr., Ball State University
        J. Barry Mason, The University of Alabama
        William O. Bearden, University of South Carolina

The Consumer Complaint Process: Directions for Theoretical Development
        Karen Lawther, University of Pittsburgh
        S. Krishnan, University of Pittsburgh
        Valerie A. Valle, University of Pittsburgh

Satisfaction as an Intervening Variable
        Mary Winter, Iowa State University
        Earl W. Morris, Iowa State University

A Behavioral Assessment of Complaining and Its Implications for Further Research
        Melinda Langmeyer, Wright State University
        Daniel Langmeyer, University of Cincinnati

Consumer Complaining Processes: A Comprehensive Model
        Marsha L. Richins, Portland State University

A Conceptual Model of Consumers' Post Purchase Satisfaction/Dissatisfaction Decision Process
        David J. Ortinau, Louisiana State University

Consumer Complaint Behavior: A Review with Implications for Further Research
        Larry M. Robinson, Georgia State University

PART II. A SAMPLING OF RESEARCH FINDINGS, WITH COMMENTS

Consumer Satisfaction/Dissatisfaction: Findings - Some Comments
        John A. Miller, University of Colorado-Colorado Springs

Testing an Extended Concept of Consumer Satisfaction
        John E. Swan, University of Alabama In Birmingham
        I. Fredrick Trawick, University of Alabama in Birmingham

Consumer Dissatisfaction Measurement Using Conjoint Analysis
        Joseph L. Braden, Eastern Michigan University

Product Satisfaction as a Function of Prior Expectation and Subsequent Disconfir-mation: New Evidence
        Richard L. Oliver, Washington University

Consumer Satisfaction and Price
        Christine J. Hager, U.S. Department of Agriculture
        Charles R. Handy, U.S. Department of Agriculture

A Temporal Model of Consumer S/D Concepts as Net Expectations and Performance Evaluations
        Charles Stanley Madden, Creighton University
        Eldon L. Little, University of Nebraska-Lincoln
        Ira J. Dolich, University of Nebraska-Lincoln

The Satisfaction of Consumer Complainers with Consumer Protection Agencies
        M. D. Bernacchi, University of Detroit
        Ken Konu, University of Detroit
        Jack E. Smith, University of Detroit

PART III. ORGANIZATIONAL RESPONSE TO COMPLAINTS

Consumer Dissatisfaction Information Needs of Business and Government
        Betty J. Diener, Old Dominion University

Responding to Consumer Complaints: Organizational Considerations
        E. Laird Landon, Jr., University of Houston

The Relationship Between Consumer Complaint Magnitude and Organizational Status of Complaint Processing in Large Corporations
        Claes Fornell, Northwestern University
        Robert A. Westbrook, University of Arizona

Complaining Consumers: Their Satisfaction with Organizational Response
        Mary C. Gilly, Texas A & M University

Consumer Expectations of Complaint Handling by Manufacturers and Retailers of Clothing Products
        J. Patrick Kelly, Brigham Young University

PART IV. RESEARCH ON CS/D WITH MARKETING INSTITUTIONS

Assessing Consumer Satisfaction with Information In Advertising: A Pilot Study
        Debra L. Scammon, University of Utah
        Kenneth E. Miller, University of Utah

The Influence of Advertising on Consumer Satisfaction with New
        David W. Olson, Leo Burnett Co., Inc.

Dissatisfaction with Retail Stores and Repatronage Behavior
        S. Krishnan, University of Pittsburgh
        Michael K. Mills, University of Southern California

Customer Satisfaction In a Catalog Type Retail Outlet: Exploring the Effect of Product, Price and Attributes
        Albert Aiello, Jr., New York University
        John A. Czepiel, New York University

Consumer Interaction with the Micro-Marketing System: Empirical Support of a Satisfaction Model
        Eric N. Berkowitz, University of Minnesota
        John R. Walton, University of Minnesota
        Orville C. Walker, Jr., University of Minnesota

Measuring Components of Equity in the Marketplace: Perceptions of Inputs and Outcomes by Satisfied and Dissatisfied Consumers
        John W. Huppertz, Silverman & Mower Advertising Inc.

PART V. RESEARCH ON SPECIAL POPULATIONS AND GROUPS

The Impact of Elderly Consumer Dissatisfaction and Buying Experience on Information Search: A Path-Analytic Approach
        Rohit Deshpande, University of Pittsburgh
        Gerald Zaltman, University of Pittsburgh

How Deep Are The Roots of Consumer Discontent? A Study of Rural Consumers
        William J. Lundstrom, University of Mississippi, Oxford
        Gerald U. Skelly, University of Mississippi, Oxford
        Donald Sciglimpaglia, San Diego State University

Satisfaction in Consumer Socialization Research: Promises and Problems
        Gail Bjorklund, Hood College
        Richard A. Bjorklund, George Mason University

Consumer Satisfaction/Dissatisfaction: The Family Perspective
        Michael Heffring, University of Pittsburgh

PART VI. RESULTS FROM A COMPREHENSIVE STUDY OF CS/D WITH PRODUCTS AND SERVICES

Satisfaction/Dissatisfaction and Complaint Behavior with Nondurable Products
        Thomas W. Leigh, Indiana University
        Ralph L. Day, Indiana University

Analysis of Average Satisfaction Scores of Individuals Over Product Categories
        Ralph L. Day, Indiana University
        Muzaffer Bodur, University of the Bosphorus

Comparison of Patterns of Satisfaction/Dissatisfaction and Complaining Behavior for Durables, Nondurables and Services
        Ralph L. Day, Indiana University
        Stephen B. Ash, University of Western Ontario

BIBLIOGRAPHY

Consumer Complaint Behavior: A Bibliography of Research Findings
        Larry M. Robinson, Georgia State University