Korting, Johanna

Lunt, Peter

Miller, Laura

Ungemah, Joseph

Southampton (e-Prints Soton)

English

(Eds.) Service Quality: New developments in theory and practice.

112 The psychology of consumer detriment

A comparison of current models of consumer satisfaction/dissatisfaction.

A model of perceived risk and intended risk-handling activity.

A regret theory approach to assessing consumer satisfaction.

A segmentation model of consumer satisfaction / dissatisfaction with the complaint-resolution process.

A service quality model and its marketing implications.

A theoretical exploration and model of consumer expectations, post-purchase affective states and affective behaviour.

Action/Inaction regret as a function of severity of loss.

Adaptation Level Theory.

Agency and trust mechanisms in consumer satisfaction and loyalty judgements.

An investigation into whether complaining can cause increased consumer satisfaction.

An update on CS/B&CB bibliography: revolution and evolution.

and Perkins, D.S.(1992) The satisfaction construct: a folk history.

Anger, catharsis, and purchasing behavior following aggressive customer complaints.

Angry customers don't come back, they get back.

Behind the satisfaction façade: An exploration of customer frustration.

Best Laid Schemes: The psychology of emotions. Cambridge:

Comparing Service Delivery to What Might Have Been. Behavioural Responses to Regret and Disappointment.

Complaint behavior and satisfaction with complaint outcome: A look at gender differences.

Conmen and confusion: Consumer fraud and vulnerable older people in the community.

Consumer Behaviour: Advances and applications in marketing.

Consumer complaints and redress: An important mechanism for protecting and empowering consumers.

Consumer Culture & Modernity.

Consumer vulnerability to fraud: Influencing factors.

Consumption Emotion and Perceived Risk.

Culture Shift

Defining Consumer Satisfaction. Academy of Marketing Science Review [Online].

Developing a Subjective Measure of Consumer Well-Being.

Differences in consumer attributions of blame between men and women: The role of perceived vulnerability and empathic concern.

Does service failure influence customer loyalty.

Emotion and Adaptation.

Emotion, coping and complaining propensity following a dissatisfactory service encounter.

Emotion: A psychevolutionary synthesis.

Evidence on discrimination in consumer markets.

Experience, change and vulnerability: Consumer education for older people revisited.

Handbook of the Psychology of Aging. San Diego:

Hedonic Consumption: Emerging Concepts, Methods, and Propositions.

Hope, hopelessness and coping: a framework for classdistinctive cognitive capital.

Human Emotions.

Ideas and Realities of Emotions.

Individualism/Collectivism and Cultures of Happiness: A Theoretical Conjecture on the Relationship between Consumption, Culture and Subjective Well-Being at the National Level.

Intrapersonal affective influences on consumer satisfaction with products.

Investigating vulnerability and reporting behavior for consumer fraud victimisation.

Locus of control, fatalism, and responses to dissatisfaction: A pilot study.

Materialism and Its Relationship to Life Satisfaction.

Materialism and Quality of Life.

Means-end analysis: does the affective state influence information processing style?

Measuring Emotions in the Consumption Experience.

Modernity and Self-Identity.

Modes of thought that vary systematically with both social class and age.

On being happy and possessive: The interactive effects of mood and personality on consumer judgements.

Paper presented at the 32nd EMAC,

Personal values and complaint behaviour: The case of Singapore consumers.

Post-Purchase consumer processes and the complaining consumer.

Prepared for the OFT by Peter Lunt,

Prepared for the OFT by Peter Lunt, University College London

Prepared for the OFT by Peter Lunt, University College London 111 Cassill,

Prepared for the OFT by Peter Lunt, University College London 115

Representativeness, relevance, and the use of feelings in decision making.

Reviewing and Redefining the Concept of Consumer Confusion.

Risk Society: Towards a new Modernity.

Seeing through the eyes of the colordeficient shopper: Consumer issues for public policy.

Service Failure and Service Recovery in Tourism: A Review Schwartz,

Sex differences and consumer complaints: Do men and women communicate differently when they complain to customer service representatives?

Social comparison, advertising, and consumer discontent.

Socially embed consumer transactions: For what kinds of purchases do people most often use networks?

The 'excluded consumer': A neglected aspect of social exclusion?

The complex relationship between consumer satisfaction and brand loyalty.

The Consequences of Doing Nothing: Inaction Inertia as Avoidance of Anticipated Counterfactual Regret.

The Influence of Emotions on Satisfaction with Movie Consumption.

The PIMS Principles: Linking strategies to performance.

The psychology of consumer detriment

The psychology of deception in marketing: a conceptual framework for research and practice.

The Psychology of Social Class.

The Silent Revolution: Changing Values and Political Styles among Western Publics.

The Social Psychology of Everyday Life.

The Terrible Twos—Anger and Anxiety: Hazardous to Your Health.

When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates.

When reputation engenders trust: An empirical investigation in business-to-consumer electronic commerce.

Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior.

EThOS - Electronic Theses Online ServiceGBUnited Kingdo

Ungemah, Joseph Michael

London Met Repository

OpenGrey Repository

Establishing and maintaining employee motivation from recruitment through Induction, Transition and Retirement