Reviews and critiques literal views of product comprehension which rely on recall of key product claims to measure “correct” comprehension. Presents a constructive view of comprehension where product comprehension is seen as the process of forming personal interpretations of a product′s...

Considers the differences between consumer perceptions of onmonetary promotions such as free extra product and monetary promotions such as discounts and rebates. Reports on an experiment which found that monetary promotions did not have to be as large as onmonetary promotions to be noticed by...

Marketers agree that consumer complaints are useful sources of information that help marketers identify sources of dissatisfaction, and therefore should be encouraged. However, does complaining have a more direct beneficial effect? Can consumer complaining by itself cause increased satisfaction...

Investigates the concept of maker loyalty as it applies to the automobile market in Korea. The study has three major objectives: first, it examines the effects of expectation disconfirmation on loyalty behavior and on overall satisfaction; second, it seeks to identify the four types of maker...

Many writers assume that consumers’ use of the Internet will follow the development of Web sites by Realtor.com and other Realtor‐sponsored sites on the Internet. This study examined this proposition by surveying consumers’ Internet use in their home purchases. A model of consumers’...

Understanding consumer dissatisfaction and its outcomes, a focus of consumer complaint behavior (CCB) research, has become a critical factor for business firms pursuing market penetration strategies where selling more to existing customers oftentimes is the key to profitability. However, CCB...

This study proposes and tests several social and perceptual motivations for shopping online. Using online textbook purchasing as a model, we outline predictors of online purchasing based on motivation theories drawn from traditional online consumer motivation research, social motivation theory,...

The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the...

Purpose – The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that complaining by dissatisfied consumers would increase if only firms would make it easier to complain....

Purpose – The purpose of this paper is to examine the influence on search behavior of gender, purchase confidence, and internal knowledge in different purchase situations. It is expected that there will be gender differences on search behavior, particularly given different purchase situations....