This study focuses on consumer dissatisfaction responses (CDR) composed of behavioral and nonbehavioral responses that consumers exhibit following dissatisfying service experiences. The primary purpose of this study is to identify undiscovered consumer dissatisfaction responses and examine the...

Factors that would affect customization process satisfaction were rarely examined to date. In this study, I investigated the effects of choice variety and specification type on consumers responses (process satisfaction, perceived control, regret, and frustration) to the customization process in...