"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. 

Click here for article on Researchgate.net

 

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 Kundenloyalität im Dienstleistungsbereich ...
By Björn-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 ECONOMÍA APICADA E ORGANIZAÇÃO 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

 

Citation 11

Roles of Equity on Consumer Emotion and Satisfaction (The study of merchandize research)
JPR 2013, vol.31, no.3, pp.55 - 73
DOI: 10.36345/kacst.2013.31.3.005
Issuing authority: The Korean product conference
Research field: Management
The Copyright (c) Korean product conference
Janghyun Kim 1 and Seamaotto Yo cozy 2  1 Jesus university   2 Gyeongsang National University

 

Citation 12

THE LONG-TERM IMPACT OF SERVICE PERSONNEL PRACTICES ON CUSTOMER ATTITUDES AND BEHAVIOR
By
TIMOTHY ALLEN NORVELL (Under the Direction of Piyush Kumar
 

Citation 13

Service Begets Sales: An Investigation into theRelationship of Automotive Dealership CustomerService Satisfaction with Sales Success
Ivyl L. GilbertWestern Michigan University
 

Citation 14

UNIVERSIDAD DE CANTABRIA Department of Business Administration
STUDY OF THE IMAGE OF TOURIST DESTINATION AND THE GLOBAL SATISFACTION PROCESS: ADOPTION OF AN INTEGRATING APPROACH
PhD student: Héctor San Martín Gutiérrez Director: Dr. Ignacio A. Rodríguez del Bosque Rodríguez
Santander, February 2005

 

Citation 15

ESTUDIO DE SATISFACCIÓN DEL USUARIO DE SISTEMAS DE INFORMACIÓN EN HOSPITALES
UNIVERSITARIOS DEL NORDESTE (BRASIL) MARIA DO SOCORRO NUNES GADELHA

 

Citation 16

Volume 3: Decision-making and Choice Decision
Legends in Consumer Behavior: C Whan Park
Sage Publishing


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Other research: 
 

C. Whan Park and William J. Bahr. "A Situational Analysis of Communication Effect:
A New Product Purchase By Mail Order." Advances in Consumer Research, 1980, Vol. 7.
ed. Jerry C. Olson.  Ann Arbor, MI:  Association for Consumer Research, pp 650-654.
 

Click for the above article

Citation 1 of many

Citation 2

More Citations

Legends in Consumer Behavior:  C Whan Park   

 

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