Recently added articles from Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior:
THE EFFECT OF COUNTER-EXPERIENTIAL MARKETING COMMUNICATION ON SATISFACTION AND REPURCHASE INTENTION
Jan 01, 2006; ... ABSTRACT Counter-experiential marketing communication refers to a marketing message that runs contrary to what a customer has actually experienced through product or service use. The impact of counter-experiential communications on consumers, as measured by levels of customer ...
TESTING AN EXPANDED ATTITUDE MODEL OF GOAL-DIRECTED BEHAVIOR IN A LOYALTY CONTEXT
Jan 01, 2006; ... ABSTRACT Marketers have known for some time that satisfaction is closely linked to loyalty intentions (Oliver 1997, 1999). However, Johnson et al. (2006) argue that the drivers of customer loyalty intentions are complex and dynamic, changing and evolving over time. The current study ...
CONSUMER PERCEPTION OF VALUE: LITERATURE REVIEW AND A NEW CONCEPTUAL FRAMEWORK
Jan 01, 2006; ... ABSTRACT Consumer value is a concept of continuing interest to scholars, marketing researchers, and to many marketing practitioners. However, the presence of multiple meanings, the use of different terms, and even the existence of a diversity of opinions regarding its features and nature ...
A CONTENT ANALYSIS OF CUSTOMER SATISFACTION IN ANNUAL REPORTS
Jan 01, 2006; ... ABSTRACT Despite research investigating the dissemination of customer satisfaction information within the firm and calls for companies to communicate customer satisfaction information to its stakeholders, the dissemination of customer satisfaction information to external publics has not ...
MEASURING CUSTOMER SATISFACTION: FROM PRODUCT PERFORMANCE TO CONSUMPTION EXPERIENCE
Jan 01, 2006; ... ABSTRACT The aim of the present work is to propose a scale to measure customer satisfaction with reference to product and integrated services, in a broader context than simply evaluating product performance, i.e., by measuring aspects involved in pre- and post-purchase stages. The ...
DO CONSUMERS HOLD GRUDGES AND PRACTICE AVOIDANCE FOREVER? A MARKOV CHAIN MODEL OF THE DECAY OF GRUDGEHOLDING AND AVOIDANCE ATTITUDES
Jan 01, 2006; ... ABSTRACT How do individuals with strong grudgeholding and avoidance attitudes react to counterattitudinal information that is factual and objective and comes from credible sources? Using the elaboration likelihood model, social judgment theory and the characterization-correction model ...
CROSS-CULTURAL COMPLAINING BEHAVIOR? AN ALTERNATIVE EXPLANATION
Jan 01, 2006; ... ABSTRACT Consumer complaining behavior in the U.S. and other countries has been studied extensively over the years. Complaint behavior takes many forms: requests for refunds or exchanges, negative word-of-mouth, exit (or reduced repatronage), sabotage, and more recently website postings ....
IS THE PROPENSITY TO COMPLAIN INCREASING OVER TIME?
Jan 01, 2006; ... ABSTRACT The purpose of this article is twofold. First we present some of the measurement problems involved in interpreting consumer complaint data. Second we provide some unique longitudinal results on complaint propensity documenting that, in spite of a doubling of the number of cases ...
KOHONEN SELF-ORGANIZING MAPS: A NEURAL APPROACH FOR STUDYING THE LINKS BETWEEN ATTRIBUTES AND OVERALL SATISFACTION IN A SERVICES CONTEXT
Jan 01, 2006; ... ABSTRACT This research aims at analyzing and understanding the attributes - overall satisfaction links (A - OSL) for a service. To date, marketing managers tend to assume that these links are linear, even though scholars have for at least two decades pointed out that they can often be ...
"Thanks for the Memories"
Jan 01, 2005; ... If the title of this "personal comment" causes you to instantly start humming the Bob Hope theme song, you, too, are probably in or near retirement. I recommend it! After beginning my career in academe as an Assistant Professor of Marketing at the University of Iowa, I took what proved ...
COMPLIMENTING BEHAVIOR - THE COMPLIMENTER'S PERSPECTIVE
Jan 01, 2005; ... ABSTRACT Consumer complimenting behavior was first investigated by Kraft and Martin (2001). Shortly thereafter and following a similar protocol, their work was validated by Payne, Parry, Huff, Otto, and Hunt, 2002. Both studies elicited consumer complimenting stories, which were then ...
THE EFFECTS OF SERVICE GUARANTEES ON SERVICE EVALUATIONS DURING A VOICED COMPLAINT AND SERVICE RECOVERY
Jan 01, 2005; ... ABSTRACT Service guarantees are widely used in business and industry. They have been proposed as a device to help reduce perceived risk, to encourage dissatisfied customers to complain, and to improve service evaluations and loyalty after a service recovery. This article reports the ...
CONSUMER LOYALTY TO SERVICE PROVIDERS: AN INTEGRATED CONCEPTUAL MODEL
Jan 01, 2005; ... ABSTRACT Published research on customer loyalty to a service provider remains underrepresented in the marketing literature compared to publications dealing with brand loyalty. In an effort to encourage more research on the former, this article integrates the present body of knowledge ...
AN EXAMINATION OF MEASUREMENT CONTEXT AND REPRESENTATIONAL EFFECTS OF CONSUMER EXPECTATIONS
Jan 01, 2005; ... ABSTRACT The authors report the results of an experiment in which the discontinued expectations theory of consumer satisfaction is tested under conditions that facilitate the separation of empirical effects involving the consumer satisfaction model (i.e., theoretically meaningful ...
DELIGHTED CONSUMERS BUY AGAIN
Jan 01, 2005; ... ABSTRACT This article extends current research on the role of moderating variables in satisfaction research by examining the role of prior knowledge on repurchase intention. Knowledge level is proposed to be a moderating variable of the relationship between satisfaction and repurchase ...
PATIENT AS A SOURCE OF RECOMMENDATION AND ITS INFLUENCE ON ANOTHER PATIENT'S LOYALTY TO THE PHYSICIAN: AN EXPLORATORY EMPIRICAL STUDY
Jan 01, 2004; ... ABSTRACT In an ever growing competitive business world, every entrepreneur needs to worry about his client's loyalty as they contribute directly to the profitability of the business. The present study is carried on to address mainly two issues. One, to find out whether the friends, ...
A DOZEN PROBLEMS WITH APPLIED CUSTOMER MEASUREMENT
Jan 01, 2004; ... ABSTRACT Most organizations today understand the importance of satisfying customers. Many have formal processes in place for survey-based customer satisfaction measurement. While right in intent, a large number of these programs have not kept pace with evolving ways of viewing, ...
WHEN CONSUMERS GET UPSET: MODELING THE COST OF STORE AVOIDANCE
Jan 01, 2004; ... ABSTRACT Store avoidance is persistent exit caused by consumer dissatisfaction. Path analysis shows that the cost of unsatisfactory purchase, the degree of financial hurt, and the attribution of fault influence the degree of emotional upset. Emotional upset influences how many people ...
e-CONSUMER COMPLAINTS ABOUT ON-LINE STORES
Jan 01, 2004; ... ABSTRACT The development of the Internet has created a more efficient means for consumers to gather product information, compare prices, and make purchases at any time and from anywhere. The number of Internet users who are shopping on-line steadily increases. The number of consumers who ...
DISMANTLING "POSITIVE AFFECT" AND ITS EFFECTS ON CUSTOMER SATISFACTION: AN EMPIRICAL EXAMINATION OF CUSTOMER JOY IN A SERVICE ENCOUNTER
Jan 01, 2004; ... ABSTRACT In this study, in which we argue for a disaggregated approach to customer emotions, we examine the antecedents of one specific customer emotion, namely joy, and how it affects customer satisfaction in a service encounter. Our proposed model contains four variables linked to each ...