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; Aron, David ... 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; Taylor, Steven A; Hunter, Gary L; Longfellow, Timothy A ... 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; Sánchez-Fernández, Raquel; Iniesta-Bonillo, M Ángeles ... 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; Jones, Michael A ... 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; Bassi, Francesca; Guido, Gianluigi ... 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; Thota, Sweta Chaturvedi; Wright, Newell D ... 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; Blodgett, Jeffrey; Hill, Donna; Bakir, Aysen ... 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; Juhl, Hans Jørn; Thøgersen, John; Poulsen, Carsten Stig ... 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; Audrain-Pontevia, Anne-Françoise ... 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 ...