Keith HuntH., ed., Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction (Cambridge, MA: Marketing Science Institute, 1977); Ralph L. Day, ed., Consumer Satisfaction, Dissatisfaction and Complaining Behavior (Bloomington, IN: Indiana University, 1977); for a review of the literature on measurement of consumer satisfaction and dissatisfaction, see Larry M. Robinson, Consumer Complaint Behavior of New Car Owners: Development and Test of a Theoretical Model, unpublished Ph.D. dissertation, The Ohio State University, 1977.
2.
BestArthur, and AndreasenAlan R., “Talking Back to Business: Voiced and Unvoiced Consumer Complaints,” working paper (Washington, D.C.: Center for Study of Responsive Law, 1976).
3.
The authors are working with four national lodging chains to investigate the value of the CSE System as a consumer feedback system. The research is supported by The University of Tennessee Research Corporation and MSI Data Corporation.
4.
McNealJames U., “Consumer Satisfaction: The Measure of Marketing Effectiveness,”MSU Business Topics, Vol. 17 (Summer 1969), pp. 31–35.
5.
RoethlisbergerF. J., and DicksonWilliam J., Management and the Worker (Cambridge, MA: Harvard University Press, 1939).
6.
CadotteErnest R., and SternLouis W., “A Process Model of Power and Conflict in Marketing Channels,”Research in Marketing, Vol. 2 (Summer 1978), in press.
