Confounds in the Measurement of Predictive Expectations
Richard A. Spreng, Robert D. Mackoy and Cornelia DrogeReference and Memory in Customer Satisfaction Studies
James H. DrewService Quality Measures: A Test of Convergent Validity and Trait-Method Effects
James M. Tolliver, Robert W. Armstrong and Daniel F. ColemanComparison Standards in Consumer Satisfaction Formation: Involvement and Product Experience as Potential Moderators
Jong-Won Park and Jiho ChoiThe Influence of Affective State on Satisfaction Ratings
Beverly K. BrockmanAffective Responses Towards Service Providers: A Categorization Theory Perspective
Rama K. JayantiThe Effects of Satisfaction and Consumption Emotion on Actual Purchasing Behavior: An Exploratory Study
Prashanth U. NyerThe Effect of Intensity of Dissatisfaction on Complaining Behaviour
Robert JohnstonExplaining Brand Loyalty, Dealer Sales Loyalty and Dealer After-Sales Loyalty: The Influence of Satisfaction with the Car, Satisfaction with the Sales Service and Satisfaction with the After-Sales Service
Josee M. M. Bloemer and Koen H. PauwelsThe Effects of Organizational Complaint Responses on Consumer Satisfaction, Word of Mouth Activity and Repurchase Intentions
Moshe Davidow and James H. LeighSatisfaction with Material Possessions and General Well-Being: The Role of Materialism
M. Joseph Sirgy, Dong-Jin Lee, Val Larsen and Newell Wright"After I Had Made the Decision, I...: " Toward a Scale to Measure Cognitive Dissonance
Douglas R. Hausknecht, Jillian C. Sweeney, Geoffrey N. Soutar and Lester W. JohnsonModeling the Impact of Retail Stockouts: Implications for Customer Satisfaction and Retention
Carlo D. SmithTowards a Comprehensive Taxonomy and Model of Consumer Complaining Behaviour
Jonathan BooteAn Exploratory Study of International Student Satisfaction
Mary L. Carsky and Susan ColemanToll-Free Customer Service Telephone Lines: Are They Accessible for Spanish-Speaking Consumers?
Dennis E. Garrett, Carlos Torelli and Amy Olson GundersonComparative Analysis of Dissatisfied Versus Satisfied Higher Income Hispanic Catalog Consumers: Shopping Orientation and Store Attributes
Marianne C. Bickle, Molly Eckman and Antigone KotsiopulosEffect of Expectations on User Satisfaction with a Remodeled University Dining Facility
Carol C. Caughey, Sally K Francis and Anka E. KolodziejBusiness Link: A Method for Examining Customer Satisfaction, Dissatisfaction & Complaining Behaviour
Susan J. PriestCustomer Satisfaction from a Supply Chain Perspective: An Evolutionary Process in Enhancing Channel Relationships
Stanley E. Fawcett and Michael J. SwensonAn Integrative, Utility-Based Approach to Profitable Customer Takeaway in the Supply Chain
Stanley E. Fawcett and Michael J. SwensonErratum. Customer Comment Cards in the Service Sector: An Empirical Investigation of Scope and Format
Frederick B. Kraft and Charles L. Martin