"Consumer Dissatisfaction or Disappointment:  The Critical Difference"

by William J. Bahr, Rockwell International (ret.)


 

New Findings on Consumer Satisfaction and Complaining, Ralph L. Day and H. Keith Hunt, eds.  Bloomington, IN:  Indiana University, pp 29-32, 1982


(Papers from the Fifth Annual Conference on Consumer Satisfaction, Dissatisfaction and Complaining Behavior. 
St. Louis, Missouri, November 6-8, 1980)

 

Possible applications in "Rising Expectations" and "The Big Lie."  Hope you're not disappointed!   : )


Click here for article. 

 

Citation 1  

"Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction"
Richard L. Oliver and John E. Swan
Journal of Consumer Research
Vol. 16, No. 3 (Dec., 1989), pp. 372-383 (12 pages)
Published by: Oxford University Press

     Citation 2   

Improving Your Measurement of Customer Satisfaction: 
A Guide to Creating, Conducting, Analyzing and Reporting Customer Satisfaction Measurement Programs
by Terry G. Vavra 
Milwaukee, WI:  ASQ Quality Press, 1997

 

 Citation 3  

Beschwerdezufriedenheit und Kundenloyalitńt im Dienstleistungsbereich ...
By Bj÷rn-Olaf Borth
Deutscher Universitats-Verlag
Dissertation Techn. Universitat Dresden, 2004



Citation 4   

"Perceived e‐service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty"
by Eduard Cristobal (Department of Business Administration and Economic Management of Natural Resources, University of Lleida, Lleida, Spain)
Managing Service Quality: An International Journal, Vol. 17 Issue: 3, pp.317-340,

 

 Citation 5   

"STUDY OF THE IMAGE OF TOURIST DESTINATION AND THE GLOBAL PROCESS OF SATISFACTION: ADOPTION OF AN INTEGRATIVE APPROACH"
by Hector San Martian Gutiarrez, 2005
UNIVERSITY OF CANTABRIA Department of Business Administration

 

Citation 6 (p 85 & 255)

SYSTEMS USER SATISFACTION STUDY
INFORMATION IN UNIVERSITY HOSPITALS IN THE NORTHEAST
by MARIA DO SOCORRO NUNES GADELHA
DEPARTAMENTO DE ECONOM═A APICADA E ORGANIZAă├O DE
EMPRESAS, 2012

 

Citation 7

Unpleasant Market Experience and Consumer Complaint Behavior
by Nurzatul Hakimah bt Mahmud Mahayudin, Sharifah Azizah Haron, Benjamin Chan Yin Fah
Asian Social Science, Vol. 6, No. 5, May 2010

 

Citation 8

Are customer satisfaction measures equally applicable across research contexts, or do we need a more differentiated approach?
Jochen Wirtz, Lee Meng Chung
der Markt, June 1998, Volume 37, Issue 2, pp 83-101.

 

Citation 9

Relationships Among Customer Satisfaction, Delight, and Loyalty in the Hospitality Industry
by MiRan Kim, Christin A. Vogt, Bonnie J. Knutson
Journal of Hospitality & Tourism Research, 2013.

 

Citation 10

CONSUMER SATISFACTION:
AN EXTENDED RESEARCH CONCEPTUALIZATION
by DOUGLAS R. HAUSKNECHT, University of Florida, 1988

 

 

 

C. Whan Park and William J. Bahr, "A Situational Analysis of Communication Effect: A
New Product Purchase by Mail-Order," ACR Proceedings (Association for Consumer
Research), San Francisco, CA, 1979, pp. 650-654.

Click for the above article

Citation 1 of many

Legends in Consumer Behavior:  C Whan Park   

 

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