Dissatisfaction or Disappointment: The Critical Difference"
by William J. Bahr, Rockwell International (ret.)
New Findings on Consumer Satisfaction
and Complaining, Ralph L. Day and H. Keith Hunt, eds. Bloomington, IN:
Indiana University, pp 29-32, 1982
(Papers from the Fifth Annual Conference on Consumer Satisfaction, Dissatisfaction and Complaining Behavior.
St. Louis, Missouri, November 6-8, 1980)
Possible applications in "Rising Expectations" and "The Big Lie." Hope you're not disappointed! : )
Click here for article.
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