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....