A Dozen Problems with Applied Customer Measurement
Doug GrisaffePatient as a Source of Recommendation and its Influence on Another Patient's Loyalty to the Physician: An Exploratory Empirical Study
Pradeep B. Salgaonkar and Nandakumar MekothDismantling "Positive Affect" and its Effects on Customer Satisfaction: An Empirical Examination of Customer Joy in a Service Encounter
Magnus Soderland and Sara RosengrenWhen Consumers Get Upset: Modeling the Cost of Store Avoidance
Sean D. Otto, Brian L. Parry, Collin R. Payne, Jonathan C. Huefner and H. Keith HuntCreating Value for Online Shoppers: Implications for Satisfaction and Loyalty
Eun-Ju Lee and Jeffrey W. Overbye-Consumer Complaints about On-Line Stores
V. Aslihan NasirThe Frequency and Distribution of Better Business Bureau Complaints: An Analysis Based on Exchange Transactions
Dennis E. Garrett
Numbers Versus Words: A Comparison of Quantitative and Qualitative Data onSatisfaction with Complaint Resolution Efforts
Jeanne M. Hogarth and Marianne A. HilgertDissatisfaction and Distrust
Mary FitzPatrick, Lorraine Friend and Carolyn CostleyApplication of Research on Consumer Complaint Rates to the Estimation of the Financial Impact of Prospective Product Defects
Gary T. Ford, David T. Scheffman and David A. WeiskopfPremium Price Blues: Customers Voicing Price Complaints, Buying and Not Buying
Warren S. Martin and John E. SwanPost Purchase Behavioral Intentions: An Empirical Study of Dissatisfied Retail Consumers in Mexico
Mariana Hernandez and Douglas L. FugateAn Empirical Test of Contingency Theory
Barbara A. Carroll