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Consumer Satisfaction, Dissatisfaction, and Complaining Behavior
1 references·16 citing·51 second hop
Consumer Satisfaction, Dissatisfaction, and Complaining Behavior (1991)Consumer Satisfaction, Dissatisfaction, a…Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction (1978)Conceptualization and Measure…Customer satisfaction and its measurement in hospitality enterprises: a revisit and update (2016)Customer satisfaction and its…A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews (2014)A “Triple A” Typology of Resp…Social interactions and intentions to revisit for agritourism service encounters (2013)Social interactions and inten…Return Shipping Policies of Online Retailers: Normative Assumptions and the Long-Term Consequences of Fee and Free Returns (2012)Return Shipping Policies of O…Fairness and Cooperation Are Rewarding (2007)Fairness and Cooperation Are …The Expectancy-Disconfirmation Paradigm: A Critique (2001)The Expectancy-Disconfirmatio…Individual and Situational Factors Influencing Negative Word‐of‐Mouth Behaviour (2001)Individual and Situational Fa…From Disgust to Delight (2001)From Disgust to DelightThe Bottom Line Impact of Organizational Responses to Customer Complaints (2000)The Bottom Line Impact of Org…Service Problems and Recovery Stratégies: An Experiment (2000)Service Problems and Recovery…Perceived justice needs and recovery evaluation: a contingency approach (2000)Perceived justice needs and r…Complaints and complaining: Functions, antecedents, and consequences. (1996)Complaints and complaining: F…The structure and determinants of consumer complaint intentions and behavior (1993)The structure and determinant…Buyers' and Sellers' Explanations for Product Failure: Who Done It? (1986)Buyers' and Sellers' Explanat…Disconfirmation processes and consumer evaluations in product usage (1985)Disconfirmation processes and…A Rating Scale for Measuring Product/ Service Satisfaction (1980)A Rating Scale for Measuring …The Theory of Buyer Behavior (1971)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Understanding Attitudes and Predicting Social Behavior (1980)The role of preconsumption affect in postpurchase evaluation of services (2000)Managing customer expectations in professional services (2001)A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection (2003)The diffusion of innovations (1983)Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior (2006)Relationships Between Blogs as EWOM and Interactivity, Perceived Interactivity, and Parasocial Interaction (2006)A Literature Review of Word of Mouth and Electronic Word of Mouth: Implications for Consumer Behavior (2017)The Presentation of Self in Everyday Life (2023)Advances in Consumer Research (2025)Towards an understanding of inequity. (1963)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Zero defections: quality comes to services. (1990)The service encounter (2008)Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites (2017)Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry (2018)Generalized expectancies for internal versus external control of reinforcement. (1966)The social readjustment rating scale (1967)Stop Complaining! The Social Costs of Making Attributions to Discrimination (2001)Confronting Prejudice (Literally): Reactions to Confrontations of Racial and Gender Bias (2003)“Never eat in that restaurant, I did!”: Exploring why people engage in negative word‐of‐mouth communication (2007)A Theory of Cognitive Dissonance (2017)Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)The Behavioral Consequences of Service Quality (1996)The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures (2001)Consumer responses to service recovery strategies: The moderating role of online versus offline environment (2005)Key determinants of passenger loyalty in the low-cost airline business (2014)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The impact of service failures on customer loyalty (2004)The service recovery paradox: justifiable theory or smoldering myth? (2007)The critical role of customer forgiveness in successful service recovery (2018)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)How Does Corporate Social Responsibility Affect Consumer Response to Service Failure in Buyer–Seller Relationships? (2014)Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern (2015)When and how Managers' Responses to Online Reviews Affect Subsequent Reviews (2017)Statistical principles in experimental design. (1962)Social Indicators of Well-Being (1976)Research Design Effects on the Reliability of Rating Scales: A Meta-Analysis (1984)A comparison of question scales used for measuring customer satisfaction (1996)Comparative assessment of tourist satisfaction with destinations across two nationalities (2001)Perceived value and flow experience: Application in a nature-based tourism context (2017)Exploring and validating social identification and social exchange-based drivers of hospitality customer loyalty (2019)Satisfaction and revisit intentions at fast food restaurants (2020)The Service Provider Switching Model (SPSM) (1999)An Examination of the Determinants of Entertainment Vacationers’ Intentions to Revisit (2001)VALUE, SATISFACTION AND BEHAVIORAL INTENTIONS IN AN ADVENTURE TOURISM CONTEXT (2009)
this work references cited by second hop

References

  • 1978Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction493 cited

Cited by

  • 1996Complaints and complaining: Functions, antecedents, and consequences.439 cited
  • 1980A Rating Scale for Measuring Product/ Service Satisfaction302 cited
  • 2000Perceived justice needs and recovery evaluation: a contingency approach296 cited
  • 2000The Bottom Line Impact of Organizational Responses to Customer Complaints292 cited
  • 2000Service Problems and Recovery Stratégies: An Experiment273 cited
  • 2016Customer satisfaction and its measurement in hospitality enterprises: a revisit and update263 cited
  • 2001From Disgust to Delight261 cited
  • 2001Individual and Situational Factors Influencing Negative Word‐of‐Mouth Behaviour255 cited
  • 1985Disconfirmation processes and consumer evaluations in product usage235 cited
  • 2012Return Shipping Policies of Online Retailers: Normative Assumptions and the Long-Term Consequences of Fee and Free Returns229 cited
  • 2014A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews229 cited
  • 2013Social interactions and intentions to revisit for agritourism service encounters215 cited
  • 2007Fairness and Cooperation Are Rewarding211 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2001The Expectancy-Disconfirmation Paradigm: A Critique209 cited
  • 1993The structure and determinants of consumer complaint intentions and behavior207 cited
  • 1986Buyers' and Sellers' Explanations for Product Failure: Who Done It?193 cited