• Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Publication date:
First document:
Nbr. 18, January 2005
Last document:
Nbr. 27, January 2014
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Latest documents

  • 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 authors found that both online and offline complaining consumers experienced justice (in general) in the complaint process. Procedural justice emerged as the dominant justice dimension, but new insight was gained with respect to how interactional justice was manifested in distinctly different ways for ...

  • 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 practitioners, and it hinders the development of richer, more comprehensive theory by researchers and scholars. This article aims to remove some of confusion by carefully examining normative and predictive expectations with a focus on their differences and interactions in generating customer satisfac...

  • 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 develop a customized scale to measure service quality. Accordingly, based on relevant research findings and the views of both the customers and executives of the researched bank, a preliminary 38-item scale was developed and the corpus of data was collected from a sample comprised of this large coope...

  • 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 assessment model is developed such that a specific and holistic perspective of user perceptions regarding the prototype wheelchair cushion is taken into account. The approach taken allows for the evaluation of satisfaction over time.

  • 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 then moves to relationship testing. The authors use Multiple Regression Analysis to test the proposed causal relationships. The results empirically substantiate Customer Satisfaction as an intervening variable that offers directional influence as a mediator of the relationship between Service Qualit...

  • 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, the authors of this article have determined that marketers can find little assistance from the court system, with even the most egregious consumer guerrilla actions protected by the First Amendment and anti-SLAPP laws, as well as the courts' view of online communication as being of less legitimacy tha...

  • 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 affective, cognitive, and behavioral consequences are also identified, illustrating WOM's farreaching effects. Three generic approaches to utilizing WOM are identified and illustrated. Lastly, 14 research questions pertaining to WOM's antecedents, its consequences, and its management are outlined to gui...

  • Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review

    The purpose of this article is to investigate the relationship between customer loyalty, repurchase/repurchase intent and satisfaction in order to attempt to resolve the mixed views on these concepts. A quantitative review of loyalty-repurchasesatisfaction constructs was conducted to identify the strength and direction of the researched relationships and the influence of possible moderating factors affecting those relationships. The Hunter and Schmidt (1990) meta-analytical technique and software were employed. The results demonstrate that loyalty and satisfaction indicate strong positive relationships (0.54). Repurchase and satisfaction display a complicated relationship, which confirmed the view that satisfaction does not explain repurchase behavior. Repurchase intent and satisfaction...

  • Equity Versus Utility: The Moderating Effect of Acquaintance

    Utility theory and equity theory make contradictory predictions about the effects of declining costs on consumer satisfaction. In a standard economic analysis, satisfaction increases as costs fall but in an equity theoretical analysis, satisfaction decreases as costs fall when falling prices mean the consumer receives more than she gives up in exchange for a benefit. This study demonstrates that the claims of both these widely accepted theories may be valid if the effects of cost on satisfaction are moderated by degree of acquaintance with the exchange partner. Where personal acquaintance is high, the effects predicted by equity theory predominate. Where acquaintance is low, the effects predicted by utility theory predominate. Secular changes in marketing philosophy (the shift to a serv...

  • An Examination of the Relationships and Interactions Among Product, Brand, Personal and Service Provider Loyalty

    The term &quot;loyalty&quot; does not have a universally accepted definition in the literature with respect to customer loyalty, and the distinctions between and relationships among product loyalty, brand loyalty, personal loyalty and service provider loyalty have rarely been addressed by scholars. Customer loyalty can take many different forms, and the interactions among the different types of customer loyalty may have important consequences for consumer purchase decisions. This article addresses the relationships and interactions among the different types of loyalty, and includes a matrix for examining product offerings and loyalty for different degrees of product involvement and customization. Finally, the article discusses managerial implications for different service designs, in addition to ...

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