Proceedings of the 1980 CS/D&CB conference, No volume number
Title: New Findings on Consumer Satisfaction and Complaining
Editors: Ralph L. Day and H. Keith Hunt, Year of publication: 1980
Year of conference: November 6-8, 1980, ISBN:,
ISSN:, Paperbound, 119 pages, Cost: $15 to U.S. address, $18 to all others

 

PART I. CONCEPTS, THEORIES AND MEASURES

The Effect of Automobile Product Experience on Attribute Disconfirmation and Importance
        John R. Kennedy, The University of Western Ontario
        Peter C. Thirkell (student), The University of Western Ontario

The Factor Structure of Satisfaction and Related Postpurchase Measures
        Richard L. Oliver, Washington University
        Robert A. Westbrook, University of Arizona

Satisfaction Related to Predictive, Desired Expectations: A Field Study
        John E. Swan, University of Alabama in Birmingham
        I. Fredrick Trawick, University of Alabama in Birmingham
        Maxwell G. Carroll (student), University of Alabama in Birmingham

Testing the Influence of Time/Usage Experience on Consumers' Perceived, Expected, and Actual Satisfaction Attitudes Toward Automobiles
        David J. Ortinau, University of South Florida

Consumer Dissatisfaction or Disappointment: The Critical Difference
        William J. Bahr, Rockwell International

A Product Set Approach to Consumer Satisfaction/Dissatisfaction
        George M. Zinkhan, The University of Michigan
        Melanie Wallendorf, The University of Michigan

Towards A Psychological Model of Consumer Satisfaction/Dissatisfaction
        M. Joseph Sirgy, Virginia Polytechnic Institute and State University

PART II. DISSATISFACTION AND COMPLAINING

Consumer Satisfaction with Direct Response Marketing: Some Issues
        Sushila Rao, Boston University

Profiling Third Party Complaints and Complainers: A Comparison of Two Nationally Projectible Studies
        Larry M. Robinson, Georgia State University
        Humberto Valencia, Georgia State University
        Robert L. Berl, Kennesaw College

Consumer Dissatisfaction and Products Liability Litigations
        M. D. Bernacchi, University of Detroit
        Ken Kono, University of Detroit

PART III. CROSS CULTURAL COMPARISONS

Comparative Study of Attitudes Toward Marketing, Consumerism, and Government Regulation: The United States vs. Norway and Venezuela
        Johan Arndt, Norwegian School of Economics and Business Administration
        Hiram C. Barksdale, University of Georgia
        William D. Perreault, Jr., University of North Carolina

A Comparative Study of Satisfaction/Dissatisfaction and Complaining Behavior with Consumer Services: Bloomington and Istanbul
        Muzaffer Bodur, Bogazici University
        Eser Borak, Bogazici University
        Kemal Kurtulus, Istanbul University and Bogazici University

A Framework for Cross-Cultural Measurement of Consumer Dissatisfaction
        S. Tamer Cavusgil, University of Wisconsin-Whitewater
        Erdener Kaynak, Mount Saint Vincent University

PART IV. CONSUMER PROBLEMS OF THE ELDERLY

Consumer Satisfaction and Dissatisfaction in the Elderly Market
        Stephen B. Ash, The University of Western Ontario
        Daniel F. Gardiner, The University of Western Ontario
        John A. Quelch, Harvard University

Major Life Events and the Elderly; Consumer Satisfaction, Dissatisfaction and Complaint Behavior
        Karen LeMasters Lawther, University of Pittsburgh

A Comparative Study of Elderly Marketplace Satisfaction
        J. Barry Mason, The University of Alabama
        William O. Bearden, The University of South Carolina
        Melissa Crockett (student), The University of South Carolina

PART V. ORGANIZATIONAL SATISFACTION/DISSATISFACTION

Assessing Research in Organizational Satisfaction, Dissatisfaction, and Complaining Behavior
        Frederic B. Kraft, Wichita State University

Dissatisfaction and Complaining Behavior Among Organizational Buyers: A Determinant Attribute Approach
        Alvin J. Williams, University of Southern Mississippi
        C. P. Rao, University of Arkansas

AUTHOR INDEX