Proceedings of the 1981 CS/D&CB conference, No volume number
Title: Conceptual and Empirical Contributions to Consumer Satisfaction and Complaining Behavior
Editors: H. Keith Hunt and Ralph L. Day, Year of publication: 1981
Year of conference: October 1-2, 1981, ISBN:
ISSN:, Paperbound, 98 pages, Cost: $15 to U.S. address, $18 to all others

 

PART I. CONCEPTUALIZING CONSUMER SATISFACTION/DISSATISFACTION

Consumer Satisfaction as a Function of Equity and Disconfirmation
        John E. Swan, University of Alabama in Birmingham
        Alice Atkins Mercer (student), University of Alabama in Birmingham

Postchoice Evaluation: An Equity Theory Analysis of Consumer Satisfaction/ Dissatisfaction with Service Choices
        Raymond P. Fisk, Oklahoma State University
        Kenneth A. Coney, Arizona State University

Satisfaction, Disconfirmation, and Comparison of Alternatives
        John E. Swan, University of Alabama in Birmingham
        I. Fredrick Trawick, University of Alabama in Birmingham

PART II. DISSATISFACTION AND COMPLAINING

The Influence of Personality Factors on Complaining Behavior
        Klaus Grabicke, University of Mannheim
        Thomas Schaetzle, University of Mannheim
        Fritz Staubach, University of Mannheim

Corporate Perceptions of Dissatisfied Consumers' Behavior: An Empirical Study
        Hans Kasper, Free University

Dissatisfied Computer Users - What Do They Do?
        Sushila Rao, Boston University

A Comparison of Responses to Dissatisfaction with Products and Services
        Danna Levy, N. W. Ayer, Inc.
        Carol Surprenant, New York University

The Latent Complainant: Key to Appraising Understated Consumer Dissatisfaction?
        James B. Spalding, Jr., Spalding & Associates
        Norman Marcus, Open University

PART III. SATISFACTION/DISSATISFACTION WITH PRODUCTS

Correlates of Women's Satisfaction with Their Purchases of Selected Outerwear: Implications for Satisfaction Theory
        Sally K. Francis, Miami University
        Lois E. Dickey, The Ohio State University

Consumer Satisfaction/Dissatisfaction with Single-Detached Houses in Atlantic Canada
        Erdener Kaynak, Mount Saint Vincent University
        Lois Stevenson, Acadia University

Consumer Satisfaction with Product Choices: An Information Processing Experiment
        Gail Tom, California State University, Sacramento
        Howard Schutz, University of California, Davis

The Effects an Data Quality of Different Levels of Aggregation in Comprehensive CS/D Surveys
        Ralph L. Day, Indiana University
        Bedri Kemal Buyukkurt (student), Indiana University

PART IV. SATISFACTION/DISSATISFACTION WITH SERVICES

Dimensions of Satisfaction With Educational Services
        Muzaffer Bodur, Bogazici University
        Behliil Osdiken, Bogazici University

Consumer Satisfaction with orthodontic Treatment
        Seoil Chaiy, University of Pittsburgh
        Mary Jane Saxton (student), University of Pittsburgh

Consumer Complaint Behavior Among Credit Users
        William J. Sauer, University of Pittsburgh
        Seoil Chaiy, University of Pittsburgh
        Robert Schweitzer, University of Delaware

Postal and Telephone Complaint Handling Procedures: A Comparative Study of the U.S. and the U.K.
        James B. Spalding, Jr., Spalding & Associates and Norman Marcus, Open University


AUTHOR INDEX