Proceedings of the 1984/1985 (combined) CS/D&CB conference, No volume number
Title: Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Editors: H. Keith Hunt and Ralph L. Day, Year of publication: 1985
Year of conference: March 8-10, 1984 and February 20-21 February, 1985, ISBN:
ISSN:, Paperbound, 107 pages, Cost: $15 to U.S. address, $18 to all others

 

PART I. RESEARCH IN CONSUMER SATISFACTION AND CONSUMER DISSATISFACTION

The Factor Structure of Equity and Disconfirmation Measure Within the Satisfaction Process (85)
        John E. Swan, University of Alabama in Birmingham
        Richard L. Oliver, University of Pennsylvania

Automobile Buyer Satisfaction with the Salesperson Related to Equity and Disconfirmation (84)
        John E. Swan, University of Alabama In Birmingham
        Richard L. Oliver, Washington University

Rising Expectations: Do Expectations Increase with Experience?" (84)
        Johannah Jones Nolan, University of Alabama In Birmingham
        John E. Swan, University of Alabama in Birmingham

Comparisons of Single-Item and Multiple-Item Measures of Satisfaction" (84)
        Ralph L. Day, Indiana University
        Hanjoon Lee (student), Indiana University
        Susan Johnson (Student), Indiana University

Predictive and Normative Expectations in Consumer Satisfaction: A Utilization of Adaptation and Comparison Levels in a Unified Approach," (85)
        J. Bradley Barbeau (student), University of Michigan

Mood States and Consumer Satisfaction: A Conceptual Framework," (85)
        Ved Prakash, Florida International University

PART II. RESEARCH IN CONSUMER COMPLAINING BEHAVIOR AND COMPLAINT HANDLING

Consumer Complaining Behavior: A Review and Prospectus" (85)
        Jagdip Singh (student), Texas Tech University
        Roy D. Howell, Texas Tech University

The Role of Product Importance In Complaint Initiation" (85)
        Marsha L. Richins, Louisiana State University

Can the Self-Monitoring Construct Improve Predictions of Consumer Complaining/ Noncomplaining Behavior?" (84)
        Jacques Nantel (student), Indiana University

Sex Roles, Lifestyles, Store Types and Complaining Behaviors" (85)
        William Strahle (student), Indiana University
        Ralph L. Day, Western Michigan University

The Accuracy of Unsolicited Consumer Communications as Indicators of 'True' Consumer Satisfaction/ Dissatisfaction" (included with permission, from Advances in Consumer Research, Volume 11, Thomas C. Kinnear, editor, pp. 564-508)
        Ivan Ross, University of Minnesota
        Richard L. Oliver, Washington University

Consumer Initiated Communications Audit" (84)
        Ivan Ross, University of Minnesota

Factors Affecting the Level of Consumer-Initiated Complaints to Marketing Organizations" (84)
        Marsha L. Richins, Louisiana State University

Consumer Complaints as an input into Corporate Decision Making Processes" (84)
        Hans Kasper, SWOKA

Consumer Complaint-Handling by Arbitration Committees in The Netherlands," (84)
        Dick A. Francken, SWOKA

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

A CS/D & CB Bibliography: 1984 Update" (84)
        H. Keith Hunt, Brigham Young University

 

AUTHOR INDEX