Post-Purchase Consumer Processes and the Complaining Consumer

Keywords

Consumer research, Advertising, Library science, History, Psychology

References

• Consumer satisfaction, dissatisfaction, and complaining behavior : papers from a marketing research symposium, School of Business, Indiana University, Bloomington, April 20-22, 1977Ralph L. Day, Complaining Behavior — 1977
• The Theory of Buyer Behavior.Stewart W. Bither, John A. Howard, Jagdish N. Sheth — 1970
• Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product PerformanceRolph E. Anderson — 1973
• Expectations, fulfillment, and morale.Aaron J. Spector — 1956
• Intrapersonal Affective Influences on Consumer Satisfaction with ProductsRobert A. Westbrook — 1980
• A Taxonomy of Consumer Satisfaction/Dissatisfaction MeasuresAlan R. Andreasen — 1977
• An Experimental Study of Customer Effort, Expectation, and SatisfactionRichard N. Cardozo — 1965
• Consumer Expectations, Product Performance, and Perceived Product QualityRichard W. Olshavsky, John A. Miller — 1972
• Warranty and Complaint Policies: An Opportunity for Marketing ManagementC. L. Kendall, Frederick A. Russ — 1975
• Consumer Decision Processes: Marketing and Advertising ImplicationsSanchayan Sengupta, Francesco M. Nicosia — 1969
• Consumer Expectations, Product Performance, and Perceived Product QualityRichard W. Olshavsky, John A. Miller — 1972

Cited by

• Post election behavior? Is it possible? A framework based on Hirschman (1970) modelFairol Halim, Mohamed Mustafa Ishak — 2014
• Customer Complaint Behaviour in ServiceBård Tronvoll — 2008
• La satisfacción del consumidor en el marketing del deporteRoberto Luna Arocas, José Javier Mundina Gómez — 2007
• The Forgiveness Processes of Very Dissatisfied CustomersMichael Howley, Stephen Brown, James Ward — 2008
• Beschwerdemanagement im B2B-Sektor: Replikation und ErweiterungChristian Brock, Heiner Evanschitzky, Markus Blut — 2010
• Impacto do gerenciamento de reclamações na confiança e lealdade do consumidor, no contexto de trocas relacionais de serviços : construção e teste de um modelo teóricoCristiane Pizzutti dos Santos — 2001
• Development and application of a methodology for the evaluation of a health complaints processN. Hackworth — 2007
• A Taxonomy of Customer Dissatisfaction-Related Coping Tactics Based on Dissatisfaction-Related GoalsAndrew B. Artis — 2004
• A Study on the Effect of Returned Clothes Via On-line Sales on Their BrandsYeonhee Kim, Il Kim — 2003
• The influence of and interaction between socialization agents in the child-consumers purchasing process.Dijana Rubil, Caroline Schöld — 2010
• An Empirical Study on the Customer Reponses to Service Recovery in the Context of Service FailureYoujae Yi, Jaehoon Lee — 2005
• Reakcje konsumentów na stan dyssatysfakcji pozakupowej - badanie uwarunkowań podjętego działaniaEwa Oderkiewicz — 2012
• The pattern of customer complaint behaviour in public transportationAndrey Mikhailov, Kungaba Cedric Pefok, Adnan Yousaf — 2009
• The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluationsRonald L. Hess, Lawrence J. Ring — 2016
• Consumer perceptions of wine packaging design styles : the moderating role of involvementRené Arnold — 2013
• The psychology of consumer detrimentPeter Lunt, Laura E. Miller, Johanna Korting — 2006
• Justice-Based Normative Recovery Expectations in Enterprise Information Technology Services: The Effect of Failure Severity and Criticality on Disconfirmation and SatisfactionAndrew C Tang — 2014
• Gestão de reclamações na europcar: um caso de estudoCarolina Fagulha — 2013
• Trader : reliability of high-volume consumer products:a collaborative research project on the reliability of complex embedded systemsRwm Roland Mathijssen — 2009
• Understanding Luxury DispositionMiah Lee, Eunju Ko, Seulgi Lee — 2015

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