Customer Compliments as more than Complementary Feedback
Frederic B. Kraft and Charles L. MartinExploring Alternative Antecedents of Customer Delight
Anand Kumar, Richard W. Olshavsky and Maryon F. KingThe Role of Surprise in Satisfaction Judgments
Joëlle Vanhamme and Dirk SneldersCustomer Tenure, Recommendation and Switching
Robert East,Wendy Lomax and Radhika NarainLoyalty - Attitude, Behavior, and Good Science: A Third Take on the Neal-Brandt Debate
Doug GrisaffeRevealing the Actual Roles of Expectations in Consumer Satisfaction with Experience and Credence Goods
Richard W. Olshavsky and Anand KumarConsumer Complaints and Third Parties: Determinants of Consumer Satisfaction with Complaint Resolution Efforts
Jeanne M. Hogarth, Maureen English and Manisha SharmaProblems with Credit Cards: An Exploration of Consumer Complaining Behaviors
Jeanne M. Hogarth, Marianne A. Hilgert, Jane M. Kolodinsky and Jinkook LeeConsumer Grudgeholding: Toward a Conceptual Model and Research Agenda
David AronThrough the Looking Glass: An Agency Theoretic Foundation for the Satisfaction Mirror
R. Susan Ellis, Siegfried P. Gudergan and Lester W. JohnsonAn 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 ChiaoThe Relative Influence of Affective Experience on Consumer Satisfaction under Positive Versus Negative Discrepancies
Sunkyu Jun, Yong J. Hyun, James W. Gentry and Chang-Seok SongDegree of Frailty and Elders' Satisfaction with Personal Care Services in a Community Setting
Jane Kolodinsky, Junghun Nam, Jinkook Lee and Melissa Drzewiczewski