PART I. RESEARCH IN CONSUMER SATISFACTION AND CONSUMER
Consumer Satisfaction and the Phenomenology of Emotions During Automobile Ownership Experiences"
Robert A. Westbrook, University of ArizonaThe Expectations-Performance Comparison Process: An Investigation of Expectation Types
Mary C. Gilly, University of California at Irvine
William L. Cron, Southern Methodist University
Thomas E. Barry, Southern Methodist UniversityConsumer Satisfaction as a Function of Search, Experience, Individual Differences and Circumstances of Use
John R. Kennedy, The University of Western Ontario
Peter C. Thirkell, Victoria University of WellingtonAn Investigation of the Relationships among Education, Income Adequacy, Consumer Alienation and Life Satisfaction
William O. Bearden, University of South Carolina
J. Barry Mason, University of Alabama
Jesse Teel, University of South CarolinaComplaining Behavior and Satisfaction of Consumers -- Results from an Empirical Study in Germany
Heribert Meffert, University of Munster
Manfred Bruhn, University of MunsterNorms and Expectation Predictions: How Different are the Measures?
Ernest R. Cadotte, University of Tennessee
Robert B. Woodruff, University of Tennessee
Roger L. Jenkins, University of TennesseeSearch Behavior, Price Paid, and the 'Comparison Other': An Equity Theory Analysis of Post Purchase Satisfaction
John C. Mowen, Oklahoma State University
Stephen J. Grove (student), Oklahoma State UniversityDiagnosing Customer Satisfaction/Dissatisfaction and Behavioral Intention: Expectancy Value Theory Versus Equity Theory
Richard H. Evans, Syracuse UniversityConsumer Satisfaction with Foods and Their Attributes:
Gordon B. Bechtel, University of FloridaSatisfaction with and Support of a Continuously Utilized Service: A Public Radio Station
John E. Swan, University of Alabama in Birmingham
I. Fredrick Trawick, University of Alabama in BirminghamConsumer Satisfaction with Occupational Services: Qualityq Frequency, Attitudes, and Information Sources
Howard G. Schutz, University of California at Davis
Marianne Casey, University of California at DavisPART II. RESEARCH IN CONSUMER COMPLAINING BEHAVIOR
Consumers Complain--What Happens When Business Responds?
Robert C. Lewis, University of MassachusettsTaking It to the Top: A Profile of Customers who Complain to the CEO
Larry M. Robinson, Nationwide Insurance Companies
George G. Trebbi, Xavier University
Roy D. Adler, Xavier UniversityWord-Of-Mouth as an Expression of Product Dissatisfaction
Marsha L. Richins, Louisiana State UniversityChina: Consumer Voice and Exit
Hans B. Thorelli, Indiana UniversityPART III. ADDRESSING THE STATE OF THE ART AND FUTURE RESEARCH NEEDS IN CONSUMER SATISFACTION, CONSUMER DISSATISFACTION, AND CONSUMER COMPLAINING BEHAVIOR
The Next Step: Commonly Accepted Constructs for Satisfaction Research
Ralph L. Day, Indiana UniversityCharting a Path for CS/D Research
Robert B. Woodruff, The University of Tennessee
Ernest R. Cadotte, The University of Tennessee
Roger L. Jenkins, The University of TennesseeConsumer Satisfaction Research and Theory: Current Status and Future Directions
John E, Swan, University of Alabama tn BirminghamA '10' Based on Expectations, but Normatively a '3.6371'
H. Keith Hunt, Brigham Young UniversityPART IV. CONSUMER SATISFACTION, DISSATISFACTION, AND COMPLAINING BEHAVIOR BIBLIOGRAPHY
A CS/D & CB Bibliography, 1982
H. Keith Hunt, Brigham Young University