Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Volume: 13, Year of publication: 2000, ISBN: 0-922279-13-6
ISSN: 0899-8620, Paperbound, 82 pages
Cost: $15 to U.S. address, $18 to all others

 

Putting Customer Satisfaction In Its Place: Broader Organizational Research Perspectives Versus Measurement Myopia
        Doug Grisaffe

Towards A Managerial Research Agenda For Customer Satisfaction
        Robert A. Westbrook

Negative Versus Positive Word-Of-Mouth: An Exception To The Rule
        Gillian Naylor and Susan Bardi Kleiser

Perceived Social Approval As A Comparison Standard In Product Evaluation and Determination of Satisfaction
        Sabrina M. Neeley and David W. Schumann

Value Assessment: The Antecedent of Customer Satisfaction
        Ellen Day and Melvin R. Crask

Consumer Retaliation As A Response To Dissatisfaction
        Jonathan C. Huefner and H. Keith Hunt