Proceedings of the 1979 CS/D&CB conference, No volume number
Title: Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior
Editors: H. Keith Hunt and Ralph L. Day, Year of publication: 1979
Year of conference: October 3-5, 1979, ISBN:
ISSN:, Paperbound, 179 pages, Cost: $15 to U.S. address, $18 to all others

 

PART I. ALTERNATIVE APPROACHES TO CONCEPTUALIZING CONSUMER SATISFACTION

Conceptualizing and Measurement of Disconfirmation Perceptions in The Prediction of Consumer Satisfaction
        Richard L. Oliver, Washington University

Satisfaction Related to Predictive vs Desired Expectations
        John E. Swan, University of Alabama in Birmingham
        I. Fredrick Trawick, University of Alabama in Birmingham

A Unified Expectancy Approach to Consumer Satisfaction/Dissatisfaction
        Dennis A. Gioia, The Pennsylvania State University
        James M. Stearns, Florida State University

A Consumer Satisfaction Model Based on Job Satisfaction Theory
        Roy D. Adler, Xavier University
        Larry M. Robinson, Georgia State University

Consumer Responses to Inequitable Economic Exchanges: An Attribution Theoretical Analysis
        James M. Hunt, University of Florida

Some Important Determinants of Consumer Satisfaction/Dissatisfaction
        Beheruz N. Sethna, Clarkson College

PART II. CONCEPTUAL APPROACHES TO CONSUMER COMPLAINING BEHAVIOR

Consumers' Propensity-To-Complain and Dissatisfaction with Automobile Repairs
        William O. Bearden, University of South Carolina
        Melissa Crockett (student), University of South Carolina
        Stephen Graham, South Carolina Office of Consumer Affairs

Complaining Consumers and the Concept of Expectations
        Mary C. Gilly, Texas A & M University

Consumer Perceptions of Costs and Benefits Associated with Complaining
        Marsha L. Richins, Portland State University

Consumer Complaining as a Function of Personal Resources and the Situation
        Melinda Langmeyer, Wright State University
        Daniel Langmeyer, University of Cincinnati

A Dyadic Model for Negotiation of Consumer Complaint Settlements
        K. LeLievre, University of New South Wales

On The Process of Consumer Satisfaction, Dissatisfaction and Complaining Behaviors
        Myron Glassman, Old Dominion University
        Theodore Smith, Old Dominion University

PART III. EVALUATING MODELS AND MEASURES

Prepurchase Information Search and Post Purchase Product Satisfaction
        Robert A. Westbrook, University of Arizona

Two-Factor Theory and Consumer Satisfaction: A Replication and Extension
        Neil Maddox, University of Missouri-St. Louis

Transformation and Weighting of Items in the Measurement of Satisfaction
        Earl W. Morris, Iowa Agriculture and Home Economics Experiment Station
        Mary Winter, Iowa Agriculture and Home Economics Experiment Station
        Sue R. Crull, Iowa Agriculture and Home Economics Experiment Station

A Multi-Attribute Approach to Consumer Satisfaction with A Professional Program
        S. Krishnan (student), University of Pittsburgh
        Kjell Gronhaug, Norwegian School of Economics and Business

PART IV. SATISFACTION/DISSATISFACTION WITHIN SPECIAL POPULATIONS

Consumer Satisfaction and Elderly Shopping Behavior
        J. Barry Mason, The University of Alabama
        William O. Bearden, The University of South Carolina

Urban/Rural Consumer Expectations and Evaluations of Their Consumer Realities
        John Liefeld, University of Guelph

Satisfaction, Dissatisfaction and Complaining Behaviour: A Comparison of Male and Female Consumers
        Carole Duhaime, The University of Western Ontario
        Stephen B. Ash, The University of Western Ontario

Patient Satisfaction: An Overview of Research - 1965 to 1978
        John E. Swan, University of Alabama in Birmingham
        Maxwell G. Carroll (student), University of Alabama in Birmingham

PART V. SOME NEW RESEARCH FINDINGS

Consumer Satisfaction, Dissatisfaction and Complaining Behavior: A Comprehensive Study of Rentals, Public Transportation and Utilities
        Stephen B. Ash, The University of Western Ontario
        John A. Quelch, Harvard University

Consumer Satisfaction with Product Warranties: A Study of Canadian Automobile and Appliance Owners
        Stephen B. Ash, The University of Western Ontario
        John R. Kennedy, The University of Western Ontario
        Peter Thirkell, The University of Western Ontario

An Analysis of Automobile Warranty Service Dissatisfaction
        M. D. Bernacchi, University of Detroit
        Ken Kono, University of Detroit
        G. L. Willette (student), University of Detroit

What About Compliments: A Followup Study on Customer Complaints and Compliments
        Larry M. Robinson, Georgia State University
        Robert L. Berl (student), Georgia State University

Product Satisfaction/Dissatisfaction: How Content Are Consumers With Products They Buy and Use?
        F. Kelly Shuptrine, University of South Carolina
        Gerhard Wenglorz (student), University of South Carolina

Satisfaction With Retail Stores as Reflected in Consumers' Opinions
        Alice L. Rodgers, Management Horizons, Inc.
        Daniel J. Sweeney, Management Horizons, Inc.

Consumer Satisfaction Omnibus (CSO)
        Gene Telser, Gene Telser, Inc.

PART VI. SOME DIVERSE CONTRIBUTIONS

Uses of Consumer Data in Judicial Proceedings
        Joseph C. Miller, Indiana University
        Mary Jane Sheffet, Indiana University

Papers Discussed or Paper Disgust? An Irreverent Proposal for A Standardized Approach to Discussant Comments for CSDCB Papers
        John A. Miller, University of Colorado-Colorado Springs

Selective Perception and Consumer Dissatisfaction (or... The Case of the Rabid Rabbits)
        Betty J. Diener, Old Dominion University

Reactions to a Consumer Protection Agency: Viewpoints of Business Persons and Consumers
        Marsha D. Griffin, The University of Alabama in Huntsville
        Douglas W. Mellott, Jr., Louisiana Tech University


AUTHOR INDEX