Proceedings of the 1977 CS/D&CB conference, No volume number, Title: Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Editor: Ralph L. Day, Year of publication: 1977, Year of conference: April 20-22, 1977, ISBN:, ISSN:, Paperbound, 187 pages, Cost: $15 to U.S. address, $18 to all others

PART 1. THEORIES AND MODELS
A Theoretical Reinterpretation of Expectation and Disconfirmation Effects on Posterior Product Evaluation: Experiences in the Field
        Richard L. Oliver, University of Kentucky

Consumer Satisfaction with a Retail Store Related to the Fulfillment of Expectations on an Initial Shopping Trip
        John E. Swan, University of Arkansas

Correlates of Consumer Expectation and Complaining Behavior
        Donald Granbois, Indiana University
        John O. Summers, Indiana University
        Gary L. Frazier, Indiana University

Consumer Attributions of the Cause of Their Product Satisfaction and Dissatisfaction
        Valerie Valle, University of Pittsburgh
        Melanie Wallendorf, University of Pittsburgh

A Model of Consumer Complaint Behavior
        E. Laird Landon, Jr., University of Colorado

Product Satisfaction as a Function of Expectations and Performance
        Carol Suprenant, University of Wisconsin

CS/D: Bits and Pieces
        H. Keith Hunt, Brigham Young University

PART II. MEASUREMENT AND DESIGN
Scaling the Heights of Consumer Satisfaction: An Evaluation of Alternative Measures
        Albert Aiello, Jr., Now York University
        John A. Czepiel, New York University
        Larry A. Rosenberg, New York University

Indexes of Consumer Satisfaction with Food Products: 1974 and 1976 Survey Results
        Charles R. Handy, U.S. Department of Agriculture

A Comprehensive Study of Satisfaction with Consumer Services
        Ralph L. Day, Indiana University
        Muzaffer Bodur, Indiana University

Using Simulation Games in Research on Consumer Satisfaction
        Theodore F. Smith, Indiana University

PART III. RELATING INDIVIDUALS' ATTRIBUTES TO CS/D
Characteristics of Consumer Complainers and Complaint and Repatronage Behavior
        Frederic B. Kraft, Wichita State University

Correlates of Post Purchase Satisfaction with Major Household Appliances
        Robert A. Westbrook, Duke University

Predicting and Profiling Consumer Satisfaction and Prospensity to Complain
        Marjorie Wall, University of Guelph
        Lois E. Dickey, Ohio State University
        W. Wayne Talarzyk, Ohio State University

Data Reduction Techniques and the Expuration of Satisfaction Segments
        John A. Miller, University of Colorado

Socioeconomic Correlates of Consumer and Citizen Dissatisfaction and Activism
        Martin Pfaff, University of Augsburg
        Sheldon Blivice, University of Augsburg

Personality Profiles of Consumer Complaint Letter Writers
        Judy Zaichkowsky, University of British Columbia
        John Liefield, University of Guelph

On Complaining in Norway and the Role of the Information Seekers
        Hans B. Thorelli, Indiana University
        Yash R. Puri, Indiana University

The Sources and Handling of Consumer Complaints and the Elderly
        Randi Diamon Koeske, University of Pittsburgh
        Rajandra K. Srivastava, University of Pittsburgh

A Typology of Consumer Complaints
        Rex Warland, Pennsylvania State University

PART IV. STRATEGIC IMPLICATIONS OF CS/D
Corporate Responsiveness to Consumer Complaints
        Alan Resnik, Portland State University
        Brian Gnauck, Northern Michigan University
        Rodney Aldrich, Northern Michigan University

Supermarket Product Unavailability and the Consumer Response
        Joseph Barry Mason, University of Alabama
        J. B. Wilkinson, University of Alabama

Nonbehavioral Reactions to Dissatisfaction
        Richard W. Olshavsky, Indiana University

Consumer Satisfaction with Supermarkets: A Factor Analytic Study
        R. Neil Maddox, University of Missouri-SL. Louis

Satisfaction with Repairs Under Warranty and Perceived Importance of Warranties for Appliances
        William R. Darden, University of Arkansas
        C. P. Rao, University of Arkansas

Consumer Satisfaction/Dissatisfaction Related to Price Paid
        Donald A. Hughes, Sears Roebuck and Company

Measuring Consumer Satisfaction with Automobile Repairs
        Joseph L. Braden, Eastern Michigan University

Consumer Communications - Should They Be Discouraged
        Billy J. Diener, Case Western Reserve University

BIBLIOGRAPHY OF CONSUMER SATISFACTION/ DISSATISFACTION RESEARCH (combined reference lists from all papers)

ADDRESS OF PARTICIPANTS IN THE RESEARCH SYMPOSIUM

SUBJECT INDEX

return to top

Proceedings of the 1976 CS/D&CB conference, No volume number, Title: Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction (Proceedings of conference conducted by Marketing Science Institute with support from National Science Foundation), Editor: H. Keith Hunt, Year of publication: 1977 , Year of conference: April 11-13, 1976, ISBN:, ISSN:, Paperbound, 490 pages, Cost: $15 to U.S. address, $18 to all others

INTRODUCTION

PART ONE: CONCEPTUAL APPROACHES TO CS/D
A Taxonomy of Consumer Satisfaction/Dissatisfaction Measures
        Alan R. Andreasen

The Index of Consumer Satisfaction: Measurement Problems and Opportunities
        Martin Pfaff

Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements
        John A. Miller

The Study of Consumer Satisfaction: Addressing the "So What" Question
        John A. Czepiel
        Larry J. Rosenberg

Integrating Some Models About Consumer Satisfaction
        Stephen B. Withey

Consumer Satisfaction and Dissatisfaction: Bipolar or Independent
        Clark Leavitt

PART TWO: CONSUMER COMPLAINT DATA
Toward a Process Model of Consumer Satisfaction
        Ralph L. Day

PART THREE: METHODOLOGIES AND APPLICATIONS
A Model for Monitoring Consumer Satisfaction
        Gordon G. Bechtel

Monitoring Consumer Satisfaction with Food Products
        Charles R. Handy

A Normative Deficit Approach to Consumer Satisfaction
        Earl W. Morris

Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement
        Donald J. Hempel

An Investigation of the Relation of Selected Factors to Consumer Socialization
        Donald A. Hughes

The Fulfillment of Consumer Promotions as a Source of Consumer Dissatisfaction
        Betty J. Diener

Consumer Satisfaction Research Orientation Differences Between Industry and Government
        E. Laird Landon, Jr.

PART FOUR: ADDITIONAL PERSPECTIVES
Auditing Corporate Consumer Affairs to Increase Consumer Satisfaction
        Larry J. Rosenberg and John A. Czepiel

Life Style, Social, and Economic Trends Influencing Consumer Satisfaction
        Joseph T. Plummer

Consumer Satisfaction - A Skeptic's View
        Folke Olander

PART FIVE: DIRECTIONS FOR RESEARCH
CS/D -- Overview and Future Research Directions
        H. Keith Hunt

LIST OF CONFERENCE PARTICIPANTS

return to top