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Betsy D. Gelb Mary C. Gilly (1982)
Postpurchase Consumer Processes and the Complaining ConsumerJournal of Consumer Research, 9
Richard L. Oliver (1979)
“An Opponent Process Model of Consumer Satisfaction/Dissatisfaction Dynamics.”Ivan Ross (ed
Arthur Best Alan Andreasen (1977)
Consumers Complain—Does Business Respond?Harvard Business Review, 55
Ved Prakash (1984)
Validity and Reliability of the Confirmation of Expectations Paradigm as a Determinant of Consumer SatisfactionJournal of the Academy of Marketing Science, 12
F. A. Russ C. L. Kendall (1975)
Warranty and Complaint Policies: An Opportunity for Marketing ManagementJournal of Retailing, 39
Linda J. Combs John Swan (1976)
Consumer Satisfaction and Product Performance: A New ConceptJournal of Marketing, 40
C. I. Mosier (1951)
Problems and Designs of Cross-ValidationEducational and Psychological Measurement, 11
Stephen B. Ash (1978)
A Comprehensive Study of Consumer Satisfaction with Durable Products
Carol Surprenant Gilbert A. Churchill (1982)
An Investigation Into the Determinants of Customer SatisfactionJournal of Marketing Research, 19
Ralph L. Day (1982)
The Next Step: Generally Accepted Constructs in Satisfaction and Complaining Research
Richard L. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
Alan Andreasen (1984)
Life Status Changes and Changes in Consumer Preferences and SatisfactionJournal of Consumer Research, 11
John W. Lounsbury Ved Prakash (1984)
The Role of Expectations in the Determination of Consumer SatisfactionJournal of the Academy of Marketing Science, 12
R. Neil Maddox (1982)
The Structure of Consumers’ Satisfaction: Cross-Product ComparisonsJournal of the Academy of Marketing Science, 10
Ralph L. Day (1977)
Extending the Concept of Consumer Satisfaction
Donald A. Hughes (1977)
An Investigation of the Relation of Selected Factors to Consumer Satisfaction
citation_title=Consumer Complaint Handling in America (1979)
Consumer Complaint Handling in America: Summary of Findings and Recommendations
H. Keith Hunt (1977)
Consumer Satisfaction and Dissatisfaction: Perspectives and Overview
Marsha L. Richins (1983)
Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot StudyJournal of Marketing, 47
I. Fredrick Trawick (1979)
Satisfaction Related to Predictive versus Desired Expectations
Peter C. Thirkell (1982)
Consumer Satisfaction as a Function of Search, Experience, Individual Differences and Circumstances of Use
Robert R. Harmon Alan Resnick (1983)
Consumer Complaints and Managerial Response: A Holistic ApproachJournal of Marketing, 47
Kenneth L. Bernhardt (1981)
Consumer Problems and Complaint Actions of Older Americans: A National ViewJournal of Retailing, 57
Musaffer Bodur (1979)
An Analysis of Average Satisfaction Scores of Individuals over Product/Service Categories
Robert A. Westbrook Claes Fornell (1984)
The Vicious Circle of Consumer ComplaintsJournal of Marketing, 48
Bernard I. Silverman Michael J. Etzel (1981)
A Managerial Perspective on Directions for Retail Customer Dissatisfaction ResearchJournal of Retailing, 57
Jesse E. Teel William O. Bearden (1983)
Selected Determinants Consumer Satisfaction and Complaint ReportsJournal of Marketing Research, 20
Rodney Aldrich (1977)
Corporate Responsiveness to Consumer Complaints
Robert A. Westbrook (1981)
Sources of Consumer Satisfaction with Retail OutletsJournal of Retailing, 57
Richard L. Oliver (1977)
A Theoretical Reinterpretation of Expectation and Disconfirmation Effects on Postexposure Product Evaluations: Experience in the Field
John Swan (1981)
Satisfaction Explained by Desired vs Predictive Expectations
Klaus Grabicke Ralph L. Day (1981)
The Hidden Agenda of Consumer ComplainingJournal of Retailing, 57
Richard L. Oliver (1981)
Measurement and Evaluation of Satisfaction Processes in Retail SettingsJournal of Retailing, 57
Richard L. Oliver (1980)
Theoretical Bases of Consumer Satisfaction Research: Review, Critique, and Future Direction
William T. Robinson Claes Fornell (1983)
Industrial Organization and Consumer Satisfaction/DissatisfactionJournal. of Consumer Research, 9
Ernest R. Cadotte Robert B. Woodruff (1983)
Modeling Consumer Satisfaction Processes Using Experience-Based NormsJournal of Marketing Research, 20
James Jaccard Jacob Jacoby (1981)
The Sources, Meaning, and Validity of Consumer Complaint Behaviour: A Psychological AnalysisJournal of Retailing, 57
John Swan (1981)
Disconfirmation of Expectations and Satisfaction with a Retail ServiceJournal of Retailing, 57
M. R. Novick (1968)
Statistical Theories of Mental Test Scores
Nancy C. Peat (1979)
The Role of Situationally Produced Expectations, Others Experiences, and Prior Experiences in Determining Consumer Satisfaction
John Swan (1977)
Consumer Satisfaction with a Retail Store Related to the Fulfillment of Expectations on an Initial Shopping Trip
Samuel Himes J. Barry Mason (1973)
An Exploratory Behavioral and Socio-Economic Profile of Consumer Action about Dissatisfaction with Selected Household AppliancesJournal of Consumer Affairs, 7
E. J. Pedhazur (1982)
Multiple Regression in Behavioral Research
Business Week. (1984)
Spending Big on Customer Care is Becoming Good Business.” June 11.
Abstract Most consumer satisfaction/dissatisfaction research is focussed either on identifying product classes and personal/usage characteristics associated with dissatisfaction, or is focussed on modelling the psychological processes underlying the phenomenon. Most retailers, on the other hand, focus only on handling customer complaints. This paper focuses on retailer controllable sources of customer dissatisfaction. Findings from a large scale Canadian survey of 982 cases of recent automobile buyers show that while there are some differences in the determinants of consumer satisfaction among four different car models, it is the dealer-related factors that exert the greatest effects. Specific implications are highlighted for the retailer’s attention and possible retail responses are discussed.
Journal of the Academy of Marketing Science – Springer Journals
Published: Jun 1, 1986
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