articleTop 10% cited

Selected Determinants of Consumer Satisfaction and Complaint Reports

Journal of Marketing Research · 1983 · Vol. 20(1) · pp. 21–21

William O. Bearden✉(University of South Carolina)Jesse E. Teel(University of South Carolina)

Abstract

Data obtained from 375 members of a consumer panel in a two-phase study of consumer experiences with automobile repairs and services were used to examine the antecedents and consequences of consume...

Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Consumer Retail Behavior StudiesComplaintConsumer satisfactionMarketingBusinessConsumer behaviourAdvertisingCustomer satisfactionPsychology

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1,322

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8.69

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References

Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.

Journal of Applied Psychology · 1977 · 1,626 citations

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Journal of Marketing Research · 1981 · 60,221 citations

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

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Identification and Analysis of Moderator Variables

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Significance tests and goodness of fit in the analysis of covariance structures.

Psychological Bulletin · 1980 · 18,064 citations

Adaptation-Level Theory

The American Journal of Psychology · 1965 · 2,517 citations

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