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...

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...

When retail was king -- Then along came the internet -- The quantum consumer revolution -- Cost--give me a steal -- Convenience--make it easy for me -- Category expert--show me what you know -- Customization--that made-for-me feeling -- Curation--that chosen-for-me feeling -- Community--make me...