Consumer satisfaction is a central concept in modern marketing thought and practice.
Realization of its importance has led to a proliferation of research on the subject over the …

In marketing applications of structural equation models with unobservable variables,
researchers have relied almost exclusively on LISREL for parameter estimation. Apparently …

While marketing scholars have emphasized the importance of customer satisfaction, few
studies have examined in detail consumers' responses to dissatisfaction. This study …

On the basis of Hirschman's exit-voice theory, an economic model of defensive marketing
strategy is developed for complaint management. Though many firms strive to reduce the …

The sociology of law has been dominated by studies of officials and formal institutions and
their work products. Studying the emergence and transformation of disputes means studying …

Researchers and practitioners recently have given increasing attention to the antecedents
and consequences of postpurchase consumer complaint intentions and behaviors. Issues …

How do the attitudes people bring with them to the workplace-attitudinal baggage-affect
thoughts, feelings, and actions in organizations? How are the attitudes of those outside an …

This study suggests that consumer responses to service failures may be influenced by
perceptions of procedural and interactional fairness. Procedural fairness is operationalized …

The flow of cases into the courts figures prominently in current discussion of the state of
American law. Fears of courts being overwhelmed by swollen caseloads are accompanied …

Matters of perceived fairness and justice run deep in the workplace. Workers are concerned
about being treated fairly by their supervisors; managers generally are interested in treating …