Purpose: Learning in organizations is well-recognized as a key determinant of innovation and success in competitive markets, and a rich literature examines learning mechanisms in large-sized and professionally-run organizations. Relatively little is known about the learning processes in...

The study of consumer complaint behaviours (CCB) and other dissatisfaction responses is an important economic activity with implications for brand loyalty and switching, market feedback mechanisms and consumer welfare. Previous research is examined, namely how consumers respond to...

Understanding the source and effects of consumer satisfaction offers significant implications for researchers and practitioners. Although research into satisfaction as an output of consumption experience is growing, studies exploring (dis)satisfaction as an outcome of dissatisfaction responses...

The level of consumer satisfaction (CS), dissatisfaction (CD) and complaint behaviours (CCB) is beginning to receive increased attention from practitioners and researchers. Most studies, however, have tended to investigate the cause and/or effects of (dis)satisfaction or complaint behaviours....