"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), Carlos Flavian, & Miguel Guinaliu
Managing Service Quality: An International Journal, Vol. 17 Issue: 3, pp.317-340, 22 May 2007

 

 Citation 5   

"STUDY OF THE IMAGE OF TOURIST DESTINATION AND THE GLOBAL PROCESS OF SATISFACTION: ADOPTION OF AN INTEGRATIVE APPROACH"
Estudio de la imagen de destino turístico y el proceso global de satisfacción: adopción de un enfoque integrador
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
Estudio de satisfacción del usuario de sistemas de información en hospitales universitarios del nordeste (Brasil)
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

(Need new link?)
 

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. Gilbert Western 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

Marketing az egészségügyben (Marketing in healthcare)
Simon Judit
Imprint The present digital edition was based on the work Marketing in Health (Akadémiai Kiadó, Budapest), published in 2010. Series editor Zoltán Veres Author Judith Simon
ISBN 978 963 05 9780 7
Published by the Academic Publishing House, founded in 1795
Member of the Association of Hungarian Book Publishers and Book Distributors
1117 Budapest, Prielle Kornélia u. 21–35.
www.akademiaikiado.hu First digital edition in Hungarian: 2016 © Judit Simon, 2010 © Academic Publishing House, 2016

 

Citation 17

The formation of consumer satisfaction/dissatisfaction and complaint behavior: application to the restaurant environment.
La formación de la satisfacción/insatisfacción del consumidor y del comportamiento de queja: aplicación al ámbito de los restaurantes. by Beatriz Moliner Velazquez
UNIVERSITAT DE VALENCIA , Servei de Publicacions 2004
 

Citation 19

Managing Service Quality Emerald Article: Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty by Simon Rudi
reproduction/citation of Emerald Article: Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty by Eduard Cristobal, Carlos Flavián, Miguel Guinaliu

 

Citation 20?

Consumer Social Power in Unsatisfactory Experiences with Services  

Authors:  Velasquez, Beatriz Moliner (Creator), Molina, Maria Eugenia Ruiz (Creator), Contri, Gloria Berenguer (Creator), Blasco, Maria Fuentes (Creator)
8-th International Congress of the International Association on Public and Nonprofit Marketing "New Approaches in Public and Nonprofit Marketing Research & Practice", Valencia, 17-19 June 2009, 2010-07-05T10:35:28Z
Complete article so far inaccessible


===================================
 

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

Click for the above article

Click for the above article

Click for the above article  Volume 3: Decision-making and Choice Decision
Legends in Consumer Behavior: C Whan Park
Sage Publishing

Citation 1 of above Citation 1

More Citations :  4 citations:  RJ Lutz, "On Getting Situated: the Role of Situational Factors in Consumer Research" (ACR North American Advances); Dyah Sugandini, "Influence of Advertising, Knowledge, and Attitudes towards Electricity-Saving Behavior" (Review of Integrative Business and Economics Research); D Djawoto; Kajian et al; EC Hirschman, (The Journal of General Psychology) 

Citation 2

Evangelos D. Kechris.  Dissertation: "Situational influences on consumer preferences when products are suitable for several types of consumption situations." 
Feb 2014, University of Massachusetts Amherst.

Citation 3

"Study of the Effects of Advertising and Advertorials on Knowledge and Perceived Persuasion: Study of the Functional Food Adoption Process"
Kajian Efek Iklan Dan Advertorial Pada Pengetahuan Dan Persuasi Yang Dirasakan : Studi Proses Adopsi Pangan Fungsional  by Suci Paramitasari Syahlani
Journal of Indonesian Economy and Business:  January 2007 Syahlani, M.M., Dr. Ir. Suci Paramitasari

 

Legends in Consumer Behavior:  C Whan Park   

 

Link to citation of William J. Bahr's "Alternatives for PBX and Key System Integration" Telecommunications, February 1987, p 109.  page 21:  http://docplayer.net/3432201-Professional-paper-series-3-by-gene-t-sherron.html
An Information Technology Manager's Guide to Campus Phone Operations.

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