Vol. 34 (2021): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Journal Articles

• Letter from the Editor: Future Directions for the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

  Newell D. Wright

  vi-vii

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• Does Existential Wellbeing Promote Positive Attitudes about Entrepreneurs?

  Clay Routledge, Taylor A. FioRito, John D. Bitzan, Andrew A. Abeyta

  1-15

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• Consumer (Non) Complaint Behavior: An Empirical Analysis of Senior Consumers in Germany

  Norbert Meiners, Elmar Reucher, Hafiz T.A. Kahn, Lukas Spille

  16-32

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• Negative Word of Mouth: A Systematic Review and Research Agenda

  Swapan Deep Arora, Devashish Das Gupta, Gillian S. Naylor

  33-78

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• Extending the Argument: A Case Study Exploring How to Decay Consumer Grudges in a Social Media World

  Onnolee Nordstrom, Laura Egan

  79-102

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• A Comprehensive Model of Brand Love/Hate

  Rozbeh Madadi, Ivonne M. Torres, Miguel Angel Zúñiga

  103-118

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• Forgiving a Loved Brand in the Face of a Transgression: An Exploratory Study

  Komal S. Karani

  119-131

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• Turning Point Analysis of Brand Love Trajectories

  Vivek Pani Gumparthi, Mala Srivastava, Devjani Chatterjee

  132-163

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• Customer Satisfaction and Commitment: Considering Relational Investment and Rapport in Customer Service Interactions

  Kim K. Smith

  164-185

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• Ethnic Congruity Motive: When Service Encounters with Hispanic Frontline Employees Enhance Hispanic Customers’ Service Satisfaction

  Alexandra Aguirre-Rodriguez, Patricia L. Torres, Stella Tavallaei

  186-215

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• Frontline Human Capital and Consumer Dissatisfaction: Evidence from the U.S. Airline Industry

  Amit Jain Chauradia, Chad Milewicz, Raj Echambadi, Jaishankar Ganesh

  216-243

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• Personality and Preferences for Characteristics of Pay for Performance Plans: A Path to Job Satisfaction and Customer Satisfaction.

  Charles D. Stevens, Ronald A. Ash

  244-265

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