A Bibliography of Research in the Area of Consumer Satisfaction, Dissatisfaction and Complaining Behavior: The Year 2025 in Fourteen Leading Journals

Authors

  • Katherine L. G. Tulibaski North Dakota State University

Abstract

This paper presents a 2025 bibliography of ninety-seven peer-reviewed articles published in 14 leading marketing-related journals. Specifically, the abstracts of all articles published in 2025 from the journals were read and examined for keywords and content that are consistent with the mission of the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior (JCS/D&CB). As is our tradition for JCS/D&CB readers and scholars, this paper aims to provide researchers with a useful tool to advance research and knowledge on consumers’ experiences (see Stevens, 2022, 2023; Tulibaski, 2024).

References

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Hassan, L. M., McGowan, M., & Shiu, E. (2025). They’re not my people: When inclusive marketing backfires. Journal of the Academy of Marketing, 53, 563-587. https://doi.org/10.1007/s11747-025-01105-5

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Hosen, N., Demsar, V., Ferraro, C., Wheeler, M. A. (2025). Consumer reactions to the use of sex appeals in influencer vs. brand social media marketing. Journal of Business Research, 199. https://doi.org/10.1016/j.jbusres.2025.115511

Hui, X., Jin, G. Z., & Liu, M. (2025). Designing Quality Certificates: Insights from eBay. Journal of Marketing Research, 62(1), 40-60. https://doi.org/10.1177/00222437241270222

Jabeen, S. (2025). Personality matters: the moderating role of big five personality traits in consumer grudgeholding: An analysis of Pakistan’s automobile industry. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(1), 167-196. https://jcsdcb.com/index.php/JCSDCB/article/view/1091

Jin, F., Zeng, Z., & Liao, J. (2025). The effect of power states on negative word-of-mouth sharing: The role of interpersonal closeness. Psychology & Marketing, 42, 429–443. https://doi.org/10.1002/mar.22134

Joosten, H. (2025). The effectiveness of deterrence tactics to reduce illegitimate complaining. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(1), 59-78. https://jcsdcb.com/index.php/JCSDCB/article/view/1120

Joosten, H., & Horváth, C. (2025). Unfounded versus dishonest complaints: An objective assessment by a team of experts. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(2), 68-84. https://jcsdcb.com/index.php/JCSDCB/article/view/1118

Juquelier, A., Poncin, I., & Hazée, S. (2025). Empathetic chatbots: A double-edged sword in customer experiences. Journal of Business Research, 188. https://doi.org/10.1016/j.jbusres.2024.115074

Karakaya, F., & Barnes, N. G. (2025). Antecedents of consumer misbehavior and motivations. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(2), 205-229. https://jcsdcb.com/index.php/JCSDCB/article/view/1173

Kim, S., & He, H. (2025). The impact of brand activism on consumer behaviors: Examining the contrasting roles of admiration and anger. Journal of Business Research, 201. https://doi.org/10.1016/j.jbusres.2025.115704

Kim, S., He, H., & Gustafsson, A. (2025). The impact of corporate social irresponsibility on prosocial consumer behavior. Journal of the Academy of Marketing, 53, 394-418. https://doi.org/10.1007/s11747-024-01021-0

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Laeeque, S. H., & Ali, M. (2025). When passengers misbehave: Exploring the pathways from customer incivility to service sabotage among ride-hailing drivers. Journal of Services Marketing, 39(5), 426-441. https://doi.org/10.1108/JSM-10-2024-0551

Larivière, B., Schetgen, L., Bogaert, M., & Van den Poel, D. (2025). Customer experiences and coping behaviors during crisis situations: The role of service adaptation and service transformation. Journal of Business Research, 188. https://doi.org/10.1016/j.jbusres.2024.115089

Lee, J., Sridhar, S., Bosukonda, N., & Yan, S. (2025). Platform customer misconduct: A conceptual framework for research and practice. Journal of the Academy of Marketing Science, 53, 1772-1796. https://doi.org/10.1007/s11747-025-01111-7

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Li, R., Zhang, M., & Aggarwal, P. (2025). Retail karma: How our shopping sins influence evaluation of services failures. Journal of Consumer Research, 51(5), 1027-1046. https://doi.org/10.1093/jcr/ucae027

Liu, D., Wang, H., & Zhu, Y. (2025). You plan to manipulate me: A persuasion knowledge perspective for understanding the effects of AI-assisted selling. Journal of Business Research, 199. https://doi.org/10.1016/j.jbusres.2025.115598

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Mahmud, R., & Guzmán, F. (2025). The cost of contradiction: Exploring consumer negative responses to activist brands’ moral transgressions. Journal of Business Research, 199. https://doi.org/10.1016/j.jbusres.2025.115635

McCollough, M. A. (2025). Insatiability: A conceptual framework for the creation of customer satisfaction and dissatisfaction as a strategy for successful marketing. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(1), 1-20. https://jcsdcb.com/index.php/JCSDCB/article/view/1224

Meiners, N. (2025). Elderly consumer complaint behavior: A strategic approach to reducing emotional barriers and promoting engagement. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(2), 166-176. https://jcsdcb.com/index.php/JCSDCB/article/view/1188

Melumad, S., & Meyer, R. J. (2025). How Listening Versus Reading Alters Consumers’ Interpretations of News. Journal of Marketing Research, 62(2), 342-361. https://doi.org/10.1177/00222437241280068

Milfeld, T., & Packer, O. (2025). Marketplace power and choice framing: How and when CSR surcharges generate consumer anger. Journal of Business Research, 189. https://doi.org/10.1016/j.jbusres.2025.115182

Milne, E., Kristofferson, K., & Goode, M. R. (2025). Retributive Philanthropy. Journal of Marketing Research, 62(5), 918-936. https://doi.org/10.1177/00222437251320021

Mo, Z., Ma, J., Hamilton, R., & Zhao, Y. (2025). When compensatory consumption backfires: The asymmetric effect of self-threat on consumption preference and satisfaction. Journal of Business Research, 186. https://doi.org/10.1016/j.jbusres.2024.115013

Moghadam, N. S., & Keimasi, M. (2025). Negative brand events, corporate response strategies, and consumers’ reaections: Theoretical roots, past, present, and future. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(2), 133-165. https://jcsdcb.com/index.php/JCSDCB/article/view/1109

Mrad, M., Itani, O. S., & Cui, C. C. (2025). Unlocking life satisfaction: The impact of self-image congruence on consumers’ life satisfaction through brand love and brand addiction. European Journal of Marketing, 59(8), 2054-2088. https://doi.org/10.1108/EJM-02-2024-0103

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Mueller, A.., Kuester, S., & von Janda, S. (2025). Socially (un)acceptable errors of AI: Consumer perceptions of different AI-induced errors. Journal of Business Research, 201. https://doi.org/10.1016/j.jbusres.2025.115673

Munichor, N. and Steinhart, Y. (2025), Coping With Experiences of Sociomoral Violations Through Consumption of Anger-Eliciting Content. Psychology & Marketing, 42, 1174-1187. https://doi.org/10.1002/mar.22171

Narang, U., Shankar, V., & Narayanan, S. (2025). Cross-Channel Effects of Failure in a Retailer’s Mobile App. Journal of Marketing Research, 62(5), 796-817. https://doi.org/10.1177/00222437251318660

Naylor, G. S., & Williams, J. A. (2025). Consumer satisfaction: Major influences and eras. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(2), 30-67. https://jcsdcb.com/index.php/JCSDCB/article/view/1164

O'Rourke, A.M., Belli, A., Mathmann, F., & Septianto, F. (2025). Rainbows and laughter: How humor boosts e-Word-of-Mouth for LGBT+ brands on social media. Psychology & Marketing, 42, 395–411. https://doi.org/10.1002/mar.22131

Olson, J. G., Mcferran, B., Morales, A. C., & Dahl, D. W. (2025). When and why consumers (erroneously) believe income impacts the enjoyment of consumption experiences. Journal of Consumer Research, 52(4), 712-734. https://doi.org/10.1093/jcr/ucaf002

Ozuem, W. Ranfagni, S., Willis, M., Salvietti, G., & Howell, K. (2025). Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory. Journal of Services Marketing, 39(5). 493-512. https://doi.org/10.1108/JSM-10-2024-0525

Padigar, M., Li, Y., & Manjunath, C. N. (2025). “Good” and “bad” frictions in customer experience: Conceptual foundations and implications. Psychology & Marketing, 42, 21–43. https://doi.org/10.1002/mar.22111

Park, S. K., Cho, Y. J., Kim, J., Lee, J. Y., & Park, J. (2025). Consumer moral decision making: The impact of alignable versus nonalignable differences. Journal of Consumer Research, 52(2). 288-307. https://doi.org/10.1093/jcr/ucae065

Piao, Z., Nguyen, N. T., Song, H. J., & Park, J. (2025). Beyond “I am sorry”: Investigating the impacts of apology type and language style on customer forgiveness in service recovery. Journal of Business Research, 201. https://doi.org/10.1016/j.jbusres.2025.115679

Pocchiari, M., Proserpio, D., & Dover, Y. (2025). Online reviews: A literature review and roadmap for future research. International Journal of Research in Marketing, 42(2), 275-297. https://doi.org/10.1016/j.ijresmar.2024.08.009

Pyrah, B., Wang, J., Li, Y., & Xie, Y. (2025). The Slang Paradox: Connecting or Disconnecting with Consumers? Journal of Marketing Research, 62(5), 776-795. https://doi.org/10.1177/00222437251322453

Reich, B. J., & Hanson, S. (2025). Brand corporateness: Measurement and symbolic meaning of an unfavorable brand association. Journal of Consumer Research, 52(3), 597-618. https://doi.org/10.1093/jcr/ucae069

Saljoughian, M. “Mike”, Hewett, K., van Heerde, H. J., & Rand, W. (2025). How Firms Can Steer Social Media Conversations. Journal of Marketing Research, 62(6), 1003-1025. https://doi.org/10.1177/00222437251329816

Savard, M., & Telahigue, I. (2025). Enhancing customer retention in the mobile industry: A problem-solving approach. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(1), 149-166. https://jcsdcb.com/index.php/JCSDCB/article/view/1030

Sengupta, S., Rokonuzzaman, M., Jaiswal, A. K., & Filieri, R. (2025). Impact of virtual presence of others on social media service recovery evaluations: A cross-cultural perspective. Journal of Business Research, 191. https://doi.org/10.1016/j.jbusres.2025.115245

Shahid, S., Maseeh, H. I., Jebarajakirthy, C., Sharma, B. K., Saha, R., & Gupta, S. (2025). Consumer confusion: A meta-analytic review. Journal of Business Research, 192. https://doi.org/10.1016/j.jbusres.2025.115294

Sharma, A., Sharma, T. K., Schrock, W. A., & Jones, E. (2025). Salesperson pricing discretion: Exploring the contingent effects and customer outcomes. Journal of the Academy of Marketing Science, 53, 1550-1571. https://doi.org/10.1007/s11747-025-01093-6

Shu, L., Wu, Y., Wang, K., & Li, S. (2025). Consumer response to failure by service robots: The role of anticipatory guilt. Journal of Services Marketing, 39(7), 800-815. https://doi.org/10.1108/JSM-05-2024-0237

Su, L., Wang, X., Lin, Z., & Xiao, S. (2025). From impression to expression: How warmth and competence shape pleasure and eWOM in relaxing and challenging activities. Psychology & Marketing, 42, 64–79. https://doi.org/10.1002/mar.22113

Tessema, M., Younas, A., Tenkorang, F., Wen, Z., & Hahn, H. (2025). The effect of satisfaction on performance and vice versa: An empirical study. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(2), 115-132. https://jcsdcb.com/index.php/JCSDCB/article/view/1079

Tolunay, A., & Veloutsou, C. (2025). Don’t make me hate you, my love! Perceived brand betrayal and the love-becomes-hate phenomenon. Journal of Business Research, 187. https://doi.org/10.1016/j.jbusres.2024.115060

Tran, H., Strizhakova, Y., Nguyen, B., & Johnson, S. G. B. (2025). Expressions of customer rumination in online posts and firm responses. Journal of the Academy of Marketing Science, 53, 825-853. https://doi.org/10.1007/s11747-024-01061-6

Tuominen, J., Sormanen, N., Hietajärvi, L., & Luoma-aho, V. (2025). Young consumers’ brand distrust model: Understanding the antecedents of young consumers’ distrust of brands. Journal of Business Research, 190. https://doi.org/10.1016/j.jbusres.2025.115250

Uduehi, E., & Barnes, A. J. (2025). The Minority Ownership Awareness Effect: When Promoting Minority Ownership Increases Brand Evaluations. Journal of Marketing, 89(3), 60-77. https://doi.org/10.1177/00222429241283811

Usman, U. and Ziegler, A.H. (2025), Leveling the Playing Field… in Private: The Interplay of Malicious Envy and Anonymity in Online Revenge. Psychology & Marketing, 42, 1072-1087. https://doi.org/10.1002/mar.22164

Vichiengior, T., Ackermann, C., & Palmer, A. (2025). When waiting makes sense: How consumer anticipation affects later evaluations. International Journal of Research in Marketing, 42(1), 74-94. https://doi.org/10.1016/j.ijresmar.2024.06.001

Vo, V. M. Huynh, V. K., & Nguyen, T. D. (2025) The role of product authenticity and brand experience in customer satisfaction: A case study of imperial delicacy in Vietnam’s F&B market. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(2), 230-251. https://jcsdcb.com/index.php/JCSDCB/article/view/1269

Vu, L. T., Pham, L., Zuñiga, M. Á., Nguyen, T. T. T. (2025). The mediating roles of 3-learning student satisfaction with perceived value in the relationships between e-learning service quality attributes and e-learning student loyalty. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(1), 123-148, https://jcsdcb.com/index.php/JCSDCB/article/view/1066

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Xie, Y., Zhou, P., Liang, C., Zhao, S., & Lu, W., (2025). Affiliative or self-defeating? Exploring the effect of humor types on customer forgiveness in the context of AI agents’ service failure. Journal of Business Research, 194. https://doi.org/10.1016/j.jbusres.2025.115381

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Yoruk, I., Hsu, J.-H., & Lee, Z. W. Y. (2025). Consumer forgiveness: A literature review and research agenda. Psychology & Marketing, 42, 554–578. https://doi.org/10.1002/mar.22138

Zhang, M., Li, Y., Sun, Y., & Sun, L. (2025). I feel it, I buy it: Deploy AR-based product presentation to generate satisfying tactile experiences in online retail. Journal of Business Research, 194. https://doi.org/10.1016/j.jbusres.2025.115357

Zhu, L., Lin, Y., Cheng, M., & Cen, J. (2025). How does service description contribute to peer-to-peer service satisfaction? Consumer clout matters. Journal of Services Marketing, 39(4), 333-346. https://doi.org/10.1108/JSM-07-2024-0325

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2026-05-12

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Vol. 39 No. 1 (2026): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

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