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 OntarioThe Factor Structure of Satisfaction and Related Postpurchase Measures
Richard L. Oliver, Washington University
Robert A. Westbrook, University of ArizonaSatisfaction 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 BirminghamTesting the Influence of Time/Usage Experience on Consumers' Perceived, Expected, and Actual Satisfaction Attitudes Toward Automobiles
David J. Ortinau, University of South FloridaConsumer Dissatisfaction or Disappointment: The Critical Difference
William J. Bahr, Rockwell InternationalA Product Set Approach to Consumer Satisfaction/Dissatisfaction
George M. Zinkhan, The University of Michigan
Melanie Wallendorf, The University of MichiganTowards A Psychological Model of Consumer Satisfaction/Dissatisfaction
M. Joseph Sirgy, Virginia Polytechnic Institute and State UniversityPART II. DISSATISFACTION AND COMPLAINING
Consumer Satisfaction with Direct Response Marketing: Some Issues
Sushila Rao, Boston UniversityProfiling 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 CollegeConsumer Dissatisfaction and Products Liability Litigations
M. D. Bernacchi, University of Detroit
Ken Kono, University of DetroitPART 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 CarolinaA 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 UniversityA Framework for Cross-Cultural Measurement of Consumer Dissatisfaction
S. Tamer Cavusgil, University of Wisconsin-Whitewater
Erdener Kaynak, Mount Saint Vincent UniversityPART 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 UniversityMajor Life Events and the Elderly; Consumer Satisfaction, Dissatisfaction and Complaint Behavior
Karen LeMasters Lawther, University of PittsburghA 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 CarolinaPART V. ORGANIZATIONAL SATISFACTION/DISSATISFACTION
Assessing Research in Organizational Satisfaction, Dissatisfaction, and Complaining Behavior
Frederic B. Kraft, Wichita State UniversityDissatisfaction and Complaining Behavior Among Organizational Buyers: A Determinant Attribute Approach
Alvin J. Williams, University of Southern Mississippi
C. P. Rao, University of Arkansas