Vol. 12 (1999): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Making Purchases Within and Outside of Embedded Markets: High Lifetime Value Customers in the Parisian Marketplace

  Newell D. Wright, Robert N. Horn, Val Larsen

  1-14

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• Cathartic Complaining as a Means of Reducing Consumer Dissatisfaction

  Prashanth U. Nyer

  15-25

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• The Effectiveness of Compensation Given to Complaining Consumers: Is More Better?

  Dennis E. Garrett

  26-34

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• The Effect of Simplifying the Complaint Process: A Field Experiment with the Better Business Bureau

  Deborah L. Owens, Douglas R. Hausknecht

  35-43

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• Customer Delight: The Beat of a Different Drummer

  Jacqueline A. Williams, Helen H. Anderson

  44-52

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• Deep, Soulful Satisfaction

  Jeffrey F. Durgee

  53-63

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• Delight on the Nile: An Ethnography of Experiences that Produce Delight

  John E. Swan, I. Fredrick Trawick

  64-70

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• Delighting the Senior Tourist

  Gaël Astic, Thomas E. Muller

  71-80

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• A Contingency Framework of Satisfaction Formation

  Jyh-shen Chiou

  81-89

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• Changes in Pre- and Post-Purchase Evaluative Criteria: Exploring the Impact on Consumer (Dis)Satisfaction

  Kimberly A. Taylor, Mary Jane Burns

  90-99

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• Perceived Performance in Satisfaction Research

  Richard A. Spreng

  100-108

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• Involvement with Services: An Empirical Replication and Extension of Zaichkowsky's Personal Involvement Inventory

  Kevin G. Celuch, Steven A. Taylor

  109-122

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• Service Evaluation and Switching Behavior for Experiential Services: An Empirical Test of Gender Differences within a Broader Conceptual Framework

  Pratibha A. Dabholkar, Simon Walls

  123-137

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• Patterns of Customer Exit in a Contract-Based Subscription Service

  James Drew, D. R. Mani, Andrew Betz, Piew Datta

  138-144

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• Consumer Coping Strategies with Dissatisfactory Service Encounters: A Preliminary Investigation

  Beth F. Godwin, Paul G. Patterson, Lester W. Johnson

  145-154

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• An Exploratory Study of Exit Behavior and the Appearance of Retail Stores

  Carol C. Caughey, Sally K. Francis, Virajada Buasri

  155-161

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• Why Do They Whine?: An Examination into the Determinants of Negative and Positive Word-of-Mouth

  Gillian S. Naylor

  162-169

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• Elders' Satisfaction with Community Based Health Care Services

  Jane M. Kolodinsky, Lee Shirey

  170-178

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• Reactions to and Retaliation against Unsolicited E-mail (SPAM): A Case Study

  Newell D. Wright, Val Larsen, Claire P. Bolfing

  179-189

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