Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

COPYRIGHT TV Trade Media, Inc.
COPYRIGHT GALE, Cengage Learning. All rights reserved.

COPYRIGHT ProQuest. All rights reserved

from January 2005
Last Number: January 2013

Consumer Satisfaction, Dissatisfaction and Complaining Behavior
ISSN 0899-8620

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Nbr. 26, January 2013

Improving Product Functionality for Consumers with Disabilities: The Case of a Cushion to Prevent Pressure Ulcers in Wheelchair Users with Spinal Cord Injuries

Patients with mobility impairments who are wheelchair-bound (users) need to avoid the incidence of pressure ulcers, for which it typically is necessary to have a special cushion. The Rehabilitation Engineering Laboratory from the Instituto Nacional de Rehabilitación (INR) has developed a prototype cushion product. The objective of this article is to demonstrate and understand how user perceptions can help to improve functionality in the product design of a wheelchair cushion. A satisfaction a...

Investigating the Mediating Effect of Customer Satisfaction in the Service Quality - Customer Loyalty Relationship

This article aims to elaborate on the concepts of service quality, customer satisfaction and customer loyalty and their relationships with the goal of establishing greater clarity on the path of relationship flow in the life insurance industry. The authors propose a model based on a thorough review of the literature and offer an empirical investigation into the mediating role of customer satisfaction in the hypothesized model. The study begins with an identification of relevant variables and ...

Justice for Consumers Complaining Online or Offline: Exploring Procedural, Distributive, and Interactional Justice, and the Issue of Anonymity

The dramatic increase in online commerce over the past decade has raised concern over the perceived fairness of complaint handling methods in this venue. The study described in this article uses justice theory to determine whether respondents who sought complaint resolution online were satisfied in the same manner as respondents who used conventional complaint mechanisms. In this study of consumers residing in several different countries, authentic complaint experiences were analyzed. The aut...

Measuring Service Quality and Satisfaction in Greek Cooperative Banking: An Exploratory Study

A review of the literature has revealed that perceived quality has a direct and positive impact on overall customer satisfaction. It has also been made clear that the number and nature of underlying service quality determinants are contingent both upon country- and businessspecific considerations. In this context, and in order to identify the major determinants affecting customer satisfaction deriving from service delivery in a large cooperative bank in Greece, the present study attempts to d...

Planning for the Apes: Coping with Guerrilla Consumer Behavior When the Courts Won't Help

The stakes are high for marketers when it comes to assuring consumer satisfaction, whether in a business-to-consumer or business-to-business setting. When consumer dissatisfaction results from an undesirable outcome, guerrilla consumer behavior, or consumers acting out beyond an expected or normative level, can result. Guerrilla consumer behavior can have immediate and long-term economic consequences for a firm. In a study of the legal environments in the states of California and New York, th...

The Delineation and Interactions of Normative and Predictive Expectations in Customer Satisfaction and Emotions

The importance of understanding and meeting customer expectations has long been recognized in the marketing literature. Scholars acknowledge the existence of various types of expectations, and there is a growing interest in the normative and predictive types; however, many aspects of their differences and connections remain unclear. A lack of clear distinction between normative and predictive expectations is fairly typical in the literature. This leads to deficiencies in recommendations for p...

Word of Mouth: What We Know and What We Have yet to Learn

One of the key consequences of customer satisfaction is word of mouth communication (WOM). WOM is a concept that has attracted sustained research attention. To confirm what we already know about this important construct, this article reviews and synthesizes 60 years of WOM literature and develops a parsimonious model of WOM's most important antecedents and consequences, and outlines some approaches to its management. The authors identify three key antecedents of WOM and a large number of affe...


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