References
Allicke, M. D., Braun, J. C., Glor, J. E., Klotz, N. J., Nagee, J., Sederhold, R. H., &Seigel, R. (1992). Complaining behavior in social interaction. Personality
and Social Psychology Bulletin, 18, 286-298.Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing.
Journal of Academy of Marketing Science, 27(2), 184-206.Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction
& complaint reports. Journal of Marketing Research,
20, 21-28.Bennett, R. (1997). Anger, catharsis, and purchasing behavior following aggressive customer
complaints. Journal of Consumer Marketing,
14(2), 156-172.Bloch, P. H., & Richins, M. L. (1983, Summer). A theoretical model for the study of
product importance perceptions. Journal of Marketing,
47, 69-81.Blodgett, J. G., & Granbois, D. H. (1992). Toward an integrated conceptual model of
consumer complaining behavior. Journal of Consumer Satisfaction,
Dissatisfaction, and Complaining Behavior, 5,
93-103.Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of customer
service on consumer complaining behavior. Journal of Service
Marketing, 9(4), 31-42.Bodensteiner, W. D. (1970). Information channel utilization under varying research &
development project conditions: An aspect of inter-organizational communication channel usage.
(Unpublished doctoral dissertation.) University of Texas, Austin.
Bowman, D., & Narayandas, D. (2001). Managing customer-initiated contacts with
manufacturers: The impact on share of category requirements and word-of-mouth behavior.
Journal of Marketing Research, 38, 281-297.Chatterjee, P. (2001). Online reviews: Do consumers use them? Advances in Consumer Research, 28,
129-133.Daft, R. L., & Lengel, R. H. (1984). Information richness: A new approach to managerial
behavior & organizational design. In L. L. Cummings & B. M. Staw (Eds.),
Research in organizational behavior, 6 (pp. 191-233). Homewood,
IL: JAI Press.Davidow, M., & Leigh, J. H. (1998). The effects of organizational complaint responses on
consumer satisfaction, word of mouth activity & repurchase intentions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining
Behavior, 11, 91-102.Day, R. L. (1984). Modeling choices among alternative responses to dissatisfaction. In W. L.
Wilkie (Ed.), Advances in consumer research, 6 (pp. 496-499).
Ann Arbor, MI: Association for Consumer Research.Dellarocas, C. (2003). The digitization of word-of-mouth: Promise and challenges of online
feedback mechanisms. (Working paper.) MIT Sloan School of Management.East, R. (1996). Redress seeking as planned behavior. Journal of
Consumer Satisfaction, Dissatisfaction and Complaining Behavior,
9, 27-34.Folkman, S., Lazarus, R. S., Dunkel-Schetter, C., DeLongis, A., & Gruen, R. J.
(1986).Dynamics of a stressful encounter: Cognitive appraisal, coping, and encounter outcomes.
Journal of Personality and Social Psychology,
50, 992-1003.Fournier, S., & Mick, D. G. (1999). Rediscovering satisfaction. Journal of Marketing, 63, 5-23.Gelb, B. D., & Sundaram, S. (2002, July-August). Adapting to word of mouse.
Business Horizons, 21-25.Godwin, B. F., Patterson, P. G., & Johnson, L. W. (1995). Emotion, coping and complaining
propensity following a dissatisfactory service encounter. Journal of
Consumer Satisfaction, Dissatisfaction and Complaining Behavior,
8, 155-163.Godwin, B. F., Patterson, P. G., & Johnson, L. W. (1999). Consumer coping strategies with
dissatisfactory service encounters: A preliminary investigation. Journal of
Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 12, 145-154.Halstead, D. (2002). Negative word of mouth: Substitute for or supplement to consumer
complaints? Journal of Consumer Satisfaction, Dissatisfaction and
Complaining Behavior, 15, 1-12.Halstead, D., & Droge, C. (1991). Consumer attitudes toward complaining and the
prediction of multiple complaint responses. Advances in Consumer
Research, 18(1), 210-216.Harrison-Walker, L. J. (2001). E-complaining: A content analysis of an Internet complaint
forum. Journal of Service Marketing, 15(5), 397-412.Hilton, D. J. (1995). The social context of reasoning: Conversational inference and rational
judgment. Psychological Bulletin, 118, 248-271.
Hirschman, A. O. (1970). Exit, voice, and loyalty: Responses to
decline in firms, organizations and states. Cambridge, MA: Harvard University
Press.Kowalski, R. M., & Cantrell, C. C. (1995). Psychometric properties of the propensity to
complain scale. (Unpublished manuscript.) Western Carolina University, Cullowhee, N.C.Kowalski, R. M. (1996). Complaints and complaining: Functions, antecedents, and consequences.
Psychological Bulletin, 119(2), 179-196.Laczniak, R. N., DeCarlo, T. E., & Ramaswami, S. N. (2001). Consumers’ responses to
negative word-of-mouth communication: An attribution theory perspective. Journal of Consumer Psychology, 11(1),
57-73.Landon, E. L. Jr. (1977). A model of consumer complaint behavior. In R. Day (Ed.),
Satisfaction, dissatisfaction and complaining behavior (pp.
31-35).Lazarus, R. S. (1966). Psychological stress and the coping
process. New York: McGraw-Hill.Lazarus, R. S. (1974). The riddle of man. Englewood
Cliffs, NJ: Prentice Hall.Lazarus, R. S. (1991a). Emotion and adaptation. New York:
Oxford University Press.Lazarus, R. S. (1991b). Cognition and motivation in emotion. American
Psychologist, 46(4), 352-367.Lazarus, R. S. (1993). From psychological stress to the emotions: A history of changing
outlooks. Annual Review of Psychology, 44(1), 1-21.Lazarus, R. S., & Folkman, S. (1984). Stress, appraisal, and
coping. New York: Springer.Marquis, M., & Filiatrault, P. (2002). Understanding complaining responses through
consumers’ self-consciousness disposition. Psychology
& Marketing, 19(3), 267-292.Mick, D. G., & Buhl, C. (1992). A meaning-based model of advertising experiences.
Journal of Consumer Research, 19, 317-338.Neff, J. (2000). PlanetFeedback happy to hear consumer gripes. Advertising Age, 71(41) 48-49.Nyer, P. U. (1997a). A study of the relationships between cognitive appraisals and
consumption emotions. Journal of the Academy of Marketing
Science, 25(4), 296-304.Nyer, P. U. (1997b). Modeling the cognitive antecedents of post-consumption emotions.
Journal of Consumer Satisfaction, Dissatisfaction, and Complaining
Behavior, 10, 80-90.Nyer, P. U. (1999). Cathartic complaining as a means of reducing consumer dissatisfaction.
Journal of Consumer Satisfaction, Dissatisfaction and Complaining
Behavior, 12, 15-25.Nyer, P. U. (2000). An investigation into whether complaining can cause increased consumer
satisfaction. Journal of Consumer Marketing,
17(1), 9-19.
Oliver, R. L. (1986). An investigation of the interrelationship between consumer
(dis)satisfaction and complaint reports. In Wallendorf & Anderson (Eds.),
Advances in consumer research (pp. 218-222).Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response.
Journal of Consumer Research, 20, 418-430.O’Sullivan, P. B. (2000). What you don’t know won’t hurt me: Impression management functions
of communication channels in relationships. Human Communication
Research, 26(3), 403-431.Parks, E. M., & Courtright, J. A. (1996). Making friends in cyberspace.
Journal of Communication, 46(1), 80-97.Rice, R. E., & Love, G. (1987). Electronic emotion: Socioemotional content in a
computer-mediated communication network. Communication
Research, 14, 85-108.Richins, M. L. (1980). Consumer perceptions of costs and benefits associated with
complaining. In H. K. Hunt & R. L. Day (Eds.), Refining concepts and
measures of consumer satisfaction and complaining behavior (pp 50-53). Bloomington, IN:
Indiana University.Richins, M. L. (1983, Winter). Negative word-of-mouth by dissatisfied consumers: A pilot
study. Journal of Marketing, 47, 68-78,Richins, M. L. (1985). The role of product importance in complaint initiation. In R. L. Day
& H. K. Hunt (Eds.), Proceedings of the Conference on Consumer
Satisfaction, Dissatisfaction and Complaining Behavior (pp. 50-53). Bloomington, IN:
Indiana University Press.Richins, M. L. (1987, Fall). A multivariate analysis of responses to dissatisfaction.
Journal of the Academy of Marketing Science,
15, 24-31.Schindler, R. M., & Bickart, B. (2002). Published word of mouth: Referable,
consumer-generated information on the Internet. (Working paper.) Rutgers University, Camden.Singh, J. (1990a, Spring). A typology of consumer dissatisfaction response styles.
Journal of Retailing, 66,
57-99.Singh, J. (1990b, Winter). Voice, exit, and negative word-of-mouth behaviors: An
investigation across three service categories. Journal of the Academy of
Marketing Science, 18, 1-15.Singh, J., & Howell, T. D. (1985). Consumer complaining behavior: A review and
prospectus. In H. Keith Hunt & Ralph L. Days (Eds.), Consumer
satisfaction, dissatisfaction and complaining behavior (pp. 41-49).Singh, J., & Pandya, S. (1991). Exploring the effects of consumers’ dissatisfaction level
on complaint behaviors. European Journal of Marketing,
25(9), 7-21.Slama, M., & Celuch, K. (1994). Assertion and attention to social comparison information
as influences on consumer complaint intentions. Journal of Consumer
Satisfaction, Dissatisfaction and Complaining Behavior, 7, 246-251.Solovy, A. (2000). Trash Sites. Hospitals & health networks, 74(11), 36.
Stephens, N., & Gwinner, P. (1998). Why don’t some people complain? A cognitive-emotive
process model of consumer complaint behavior. Journal of the Academy of
Marketing Science, 26(3), 172-189.Strauss, J., & Pesce, A. (1998). Corporate responses to consumer e-mail complaints: A
pilot study. In E. Varble, J. Young, & K. Glynn (Eds.), Marketing
Management Association Proceedings (pp. 46-50). Chicago, IL: Marketing Management
Association.Strauss, J., & Hill, D. J. (2001). Consumer complaints by e-mail: An exploratory
investigation of corporate responses and customer reactions. Journal of
Interactive Marketing, 51(1), 63-73.Trevino, L. K., Daft, R. L., & Lengel, R. H. (1990). Understanding managers’ media
choices: A symbolic interactionist perspective. In J. Fulk & C. Steinfield (Eds.),
Organizations and communication technology (pp. 71-94), Newbury
Park, CA: Sage Publications.Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase
processes. Journal of Marketing Research, 258-70.Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion
patterns and consumer satisfaction. Journal of Consumer
Research, 18, 84-91.Widdows, R. (2001, June). How e-business redefines the business-consumer relationship.
Customer relationship management, 16-19.Zeelenberg, M., & Pieters, R. (1999). Comparing service delivery to what might have been:
Behavioral responses to regret and disappointment. Journal of Service
Research, 2(1), 86-97.