Proceedings of the 1982 CS/D&CB conference, No volume number
Title: International Fare in Consumer Satisfaction and Complaining Behavior
Editors: Ralph L. Day and H. Keith Hunt, Year of publication: 1982
Year of conference: October 17-19, 1982, ISBN:
ISSN:, Paperbound, 156 pages, Cost: $15 to U.S. address, $18 to all others

 

PART I. RESEARCH IN CONSUMER SATISFACTION AND CONSUMER

Consumer Satisfaction and the Phenomenology of Emotions During Automobile Ownership Experiences"
        Robert A. Westbrook, University of Arizona

The 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 University

Consumer 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 Wellington

An 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 Carolina

Complaining Behavior and Satisfaction of Consumers -- Results from an Empirical Study in Germany
        Heribert Meffert, University of Munster
        Manfred Bruhn, University of Munster

Norms 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 Tennessee

Search 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 University

Diagnosing Customer Satisfaction/Dissatisfaction and Behavioral Intention: Expectancy Value Theory Versus Equity Theory
        Richard H. Evans, Syracuse University

Consumer Satisfaction with Foods and Their Attributes:
        Gordon B. Bechtel, University of Florida

Satisfaction 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 Birmingham

Consumer Satisfaction with Occupational Services: Qualityq Frequency, Attitudes, and Information Sources
        Howard G. Schutz, University of California at Davis
        Marianne Casey, University of California at Davis

PART II. RESEARCH IN CONSUMER COMPLAINING BEHAVIOR

Consumers Complain--What Happens When Business Responds?
        Robert C. Lewis, University of Massachusetts

Taking 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 University

Word-Of-Mouth as an Expression of Product Dissatisfaction
        Marsha L. Richins, Louisiana State University

China: Consumer Voice and Exit
        Hans B. Thorelli, Indiana University

PART 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 University

Charting 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 Tennessee

Consumer Satisfaction Research and Theory: Current Status and Future Directions
        John E, Swan, University of Alabama tn Birmingham

A '10' Based on Expectations, but Normatively a '3.6371'
        H. Keith Hunt, Brigham Young University

PART IV. CONSUMER SATISFACTION, DISSATISFACTION, AND COMPLAINING BEHAVIOR BIBLIOGRAPHY

A CS/D & CB Bibliography, 1982
        H. Keith Hunt, Brigham Young University

 

AUTHOR INDEX