Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Volume: 14, Year of publication: 2001, ISBN: 0-922279-14-4
ISSN: 0899-8620, Paperbound, 165 pages
Cost: $15 to U.S. address, $18 to all others


Customer Compliments as more than Complementary Feedback
     Frederic B. Kraft and Charles L. Martin

Exploring Alternative Antecedents of Customer Delight
     Anand Kumar, Richard W. Olshavsky and Maryon F. King

The Role of Surprise in Satisfaction Judgments
     JoĆ«lle Vanhamme and Dirk Snelders

Customer Tenure, Recommendation and Switching
     Robert East,Wendy Lomax and Radhika Narain

Loyalty - Attitude, Behavior, and Good Science: A Third Take on the Neal-Brandt Debate
     Doug Grisaffe

Revealing the Actual Roles of Expectations in Consumer Satisfaction with Experience and Credence Goods
     Richard W. Olshavsky and Anand Kumar

Consumer Complaints and Third Parties: Determinants of Consumer Satisfaction with Complaint Resolution Efforts
     Jeanne M. Hogarth, Maureen English and Manisha Sharma

Problems with Credit Cards: An Exploration of Consumer Complaining Behaviors
     Jeanne M. Hogarth, Marianne A. Hilgert, Jane M. Kolodinsky and Jinkook Lee

Consumer Grudgeholding: Toward a Conceptual Model and Research Agenda
     David Aron

Through the Looking Glass: An Agency Theoretic Foundation for the Satisfaction Mirror
     R. Susan Ellis, Siegfried P. Gudergan and Lester W. Johnson

An Integrated Model for the Effects of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty
     Lien-Ti Bei and Yu-Ching Chiao

The Relative Influence of Affective Experience on Consumer Satisfaction under Positive Versus Negative Discrepancies
     Sunkyu Jun, Yong J. Hyun, James W. Gentry and Chang-Seok Song

Degree of Frailty and Elders' Satisfaction with Personal Care Services in a Community Setting
     Jane Kolodinsky, Junghun Nam, Jinkook Lee and Melissa Drzewiczewski