Consumer Discontent Revisited
William J. Lundstrom
Cleveland State University
D. Steven White
University of Massachusetts at Dartmouth - Charlton College of Business
October 1, 2006
Journal of Academy of Business and Economics, Vol. 6, No. 2, pp. 142-152, 2006
Lundstrom and Lamont's seminal article on consumer discontent was published in 1976. Since that time, the literature on consumer discontent has evolved and fragmented. New research themes include consumer satisfaction and consumer complaint behavior. The purpose of this project is to revisit Lundstrom and Lamont's 1976 study, and to compare the data from that study to a recent survey of consumer levels of satisfactions/dissatisfaction with business. Similarities and differences in consumer discontent are delineated and discussed.
Number of Pages in PDF File: 11
Keywords: consumer discontent, consumer satisfaction, consumer complaint behavior
JEL Classification: M3, M31Accepted Paper Series
Date posted: July 4, 2009
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