The effect of service quality and expectations on customer complaints

Journal of Industrial Economics

Volumn 56, Issue 1, 2008, Pages 190-213

  Forbes, Silke J ^a  

^a UNIVERSITY OF CALIFORNIA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 42149106138     PISSN: 00221821     EISSN: 14676451     Source Type: Journal    
DOI: 10.1111/j.1467-6451.2008.00338.x     Document Type: Article

References (16)

1. Anderson, E. W. Sullivan, M. W., 1993 The Antecedents and Consequences of Customer Satisfaction for Firms Marketing Science, 12, pp. 125 143.
2. Bajari, P. Hortacsu, A., 2004 Economic Insights from Internet Auctions Journal of Economic Literature, 42, pp. 457 486.
3. Bearden, W. O. Teal, J. E., 1983 Selected Determinants of Consumer Satisfaction and Complaint Reports Journal of Marketing Research, 20, pp. 21 28.
4. Bratu, S. Barnhart, C., 2004, 'An Analysis of Passenger Delays Using Flight Operations and Passenger Booking Data,' Sloan Industry Studies Working Papers WP-2004-20.
5. Darley, J. M. Fazio, R. H., 1980 Expectancy Confirmation Processes Arising in the Social Interaction Sequence American Psychologist, 35, pp. 867 881.
6. De Ruyter, K. Bloemer, J. Peeters, P., 1997 Merging Service Quality and Service Satisfaction. An Empirical Test of an Integrative Model Journal of Economic Psychology, 18, pp. 387 406.
7. Diamond, D. W., 1989 Reputation Acquisition in Debt Markets Journal of Political Economy, 97, pp. 828 862.
8. Johnson, M. D. Anderson, E. W. Fornell, C., 1995 Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework Journal of Consumer Research, 21, pp. 695 707.
9. Kreps, D. M. Wilson, R., 1982 Reputation and Imperfect Information Journal of Economic Theory, 27, pp. 253 279.
10. Milgrom, P. Roberts, J., 1982 Predation, Reputation, and Entry Deterrence Journal of Economic Theory, 27, pp. 280 312.
11. Oliver, R. L., 1980 A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions Journal of Marketing Research, 42, pp. 460 467.
12. Oliver, R. L. DeSarbo, W. S., 1988 Response Determinants in Satisfaction Judgments Journal of Consumer Research, 14, pp. 495 507.
13. Resnick, P. Zeckhauser, R. Swanson, J. Lockwood, K., 2006 The Value of Reputation on EBay: A Controlled Experiment Experimental Economics, 9, pp. 79 101.
14. Tversky, A. Kahneman, D., 1991 Loss Aversion in Riskless Choice: A Reference-Dependent Model Quarterly Journal of Economics, 106, pp. 1039 1061.
15. U.S. Department of Transportation, Air Travel Consumer Report, various issues.
16. Zebrowitz, L. A., 1997, Reading Faces: Window to the Soul? (Westview Press, Boulder, Colorado).