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Cited by 1,466

The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.

Selected Determinants of Consumer Satisfaction and Complaint Reports

Bearden, William O., Teel, Jesse E.·1983·Journal of Marketing Research
DOI 10.1177/002224378302000103
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Abstract

Data obtained from 375 members of a consumer panel in a two-phase study of consumer experiences with automobile repairs and services were used to examine the antecedents and consequences of consumer satisfaction. The results support previous findings that expectations and disconfirmation are plausible determinants of satisfaction, and suggest that complaint activity may be included in satisfaction/dissatisfaction research as suggested by earlier descriptions of consumer complaining behavior.

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Metadata

Authors
Bearden, W. O., & Teel, J. E.
Venue
Journal of Marketing Research
Publisher
SAGE Publications
Published
1983-02
Volume
20
Issue
1
Pages
21-28
ISSN
  • 0022-2437 (ISSN-L)
  • 1547-7193
DOI
10.1177/002224378302000103
OpenAlex
W2027526741
Cited by
1,466
References
6
FWCI
7.87
Type
journal article
Language
en
Open access
closed

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CoChat. (2026). Citation check: Selected Determinants of Consumer Satisfaction and Complaint Reports. https://app.cochat.ai/papers/10.1177/002224378302000103
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Bearden, W. O., & Teel, J. E. (1983). Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of Marketing Research. https://doi.org/10.1177/002224378302000103

Data sources

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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.