Conceptual and Empirical Contributions to Consumer Satisfaction and Complaining Behavior: Papers from the Sixth Annual Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Indiana University, Bloomington, Indiana, October 1-2, 1981Department of Marketing, School of Business, Indiana University, 1982 - Consumer complaints - 98 pages |
Contents
CONCEPTUALIZING CONSUMER SATISFACTIONDISSATISFACTION | 1 |
Satisfaction Disconfirmation and Comparison of Alternatives | 17 |
DISSATISFACTION AND COMPLAINING | 25 |
Copyright | |
5 other sections not shown
Common terms and phrases
action Advances in Consumer airline Atlantic Canada attributes Beta Coefficients Bloomington brand choice comparison Complaining Behavior concept consumer behavior Consumer Complaint Consumer Research Consumer Satisfaction consumer satisfaction/dissatisfaction consumer's correlations CS/D dependent variable dimensions disconfirmation Dissatisfaction and Complaining dissatisfied consumers durables equity theory evaluation expectations experience factor analysis factor scores firms home buyers houses important increased Indiana University indicate inequity Journal of Marketing Keith Hunt latent complainant Marketing Research Measurement of Consumer orthodontic treatment orthodontist outcomes overall satisfaction perceived percent performance personality Post Office postal and telephone Postal Service predicted predictor problems products and services psychological Ralph Ralph L regression analysis reported responses sample satis Satisfaction and Complaining satisficing satisfied scale separate questionnaire significant subjects sumer Swan Table tion Trawick Treated Fairly U.S. Postal Service USPS vendor waiting Warland