- Adebanjo , D. 2001 . Understanding customer satisfaction-a UK food industry case study . British Food Journal , 103 (1) : 36 – 45 .
- Ahmad , T. 6 January 2001 . “ 35 Indian Internet companies in dotcom shakeout ” . 6 January , Inomy.com,
- Bearden , W.O. and Jesse , E.T. 1983 . Selected determinants of consumer satisfaction and complaint reports . Journal of Marketing Research , 20 : 21 – 28 .
- Berry , L.L. and Parasuraman , A. 1991 . Marketing Services: Competing through Quality , New York : Free Press .
- Best , A. 1981 . When Consumers Complain , New York : Columbia University Press .
- Blodgett , J.G. and Donald , H.G. 1992 . Toward an integrated conceptual model of consumer complaining behavior . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 5 : 93 – 103 .
- Bizreport.com . 2000a . Global consumers online . Bizreport.com International , November 10
- Bizreport.com . 2000b . What detonated the dot-bombs? . Bizreport International , December 12
- Business 2.0 . 2000 . Part Four: we will talk less and do more . Business 2.0 , 5 (24) : 92
- Carey , R. 1997 . Dealing with tough customers . Sales & Marketing Management , 149 (3) : 30
- Choi , Y.R. and Shepherd , D.A. 2000 . “ Investigating exploitation and exploitation in entrepreneurial process: as system dynamic approach ” . In Frontiers of Entrepreneurship Research , Edited by: Reynolds , P.D. and White , S.B. Wellesley, MA : Babson College .
- Christenson , P.S. and Peterson , R. Opportunity identification: Mapping the Sources of New Venture Ideas . Paper presented at the 10th annual Babson Entrepreneurship Research Conference . April 1990 , Denmark. Aarhus University Institute of Management .
- Colarelli , O.G. and Rice , M.P. 2001 . Opportunity recognition and breakthrough innovation in large established firms . California Management Review , 43 (2) : 95 – 117 .
- Computerviorld . November 2000a . “ Lot of funding forces more online retailers to shut down ” . November , 13
- Computerworld . October 30 2000b . “ More dotcoms resort to layoffs closer ” . October 30 ,
- Cooper , H.G. 1993 . Winning at New Products , New York : Addison Wesley .
- Cooper , R.G. 1979 . The dimensions of industrial new product success and failure . Journal of Marketing , 43 Summer : 93 – 103 .
- Cooper , R.G. 1996 . “ New products: What separates the winners from losers ” . In The PDMA Handbook of New Product Development , Edited by: Rosenan , M.D. New York : John Wiley & Sons .
- DiSabatino , J. 2000 . Boo.com failure raises questions about online boutiques . Computerworld , 34 (24) : 48
- Drucker , P.P. 1998 . The discipline of innovation . Harvard Business Review , 76 (6) : 149 – 157 .
- ET . 2001 . The fall of a dot com . Economic Times , 1 May
- Francis , D.R. 2000 . Despite dotcom failures e-tails future is bright . Christian Science Monitor , 92 (251) : 17
- Fuerst , O. and Geiger , U. 2003 . From Concept to Wall Street: A Complete Guide to Entrepreneurship and Venture Capital , New York : Financial Times Prentice Hall .
- Futrelle , D. 2001 . Two dotcoms that could . Money , 30 (10) : 40
- Galbreath , J. and Rogers , T. 1999 . Customer relationship leadership: a leadership and motivation model for the twenty-first century business . The TQM Magazine , 11 (3) : 161 – 171 .
- Gardial , S.F. , Clemous , D.S. , Woodruff , R.B. , Schumann , D.H. and Burns , M.J. 1994 . Comparing consumers' recall of pre purchase and post purchase product evaluation experiences . Journal of Consumer Research , 24 : 548 – 560 .
- Goldstein , L. 1999 . Boo.com . Fortune , 140 (1) : 98
- Goodman , P.S. and Fichman , M. 1995 . Customer-firm relationships, involvement and customer satisfaction . Academy of Management Journal , 38 Oct : 15
- Greenwald , J. , Rawe , J. and Wilson , A. 2000 . Doom stalks the dotcoms . Time , 155 (15) : 38 – 42 .
- Grose , T.K. 2000 . Boohoom.com. . Fortune , 140 (1) : 98
- Harris , J. 2002 . Btindsided , Oxford : Capstone Publishing .
- Havener , C. and Thorpe , M. 1994 . Customers can tell you what they want . Management Review , 1994 (12) : 42 – 46 .
- Hayward , C. 2001 . Growing for broke . Financial Management (CIMA) , 83 (12) April : 22
- Hench , T.J. and Sandberg , W.R. 2000 . “ As the fog cleared, something changed. Opportunity recognition as a dynamic, self-organisation process ” . In Frontiers of Entrepreneurship Research , Edited by: Reynolds , P.D. and White , S.B. Wellesley, MA : Babson College .
- Henard , D.H. and Szymanski , D.M. 2001 . Why some new products are more successful than others . Journal of Marketing Research , 38 : 62
- Hills , G.E and Shrader , R.C. 1998 . “ Successful entrepreneurs' insights into opportunity recognition ” . In Frontiers of Entrepreneurship Research , Edited by: Reynolds , P.D. and White , S.B. Wellesley, MA : Babson College .
- Holmes , M. 2000 . Managing customer expectations . Information Systems Management , Spring : 92 – 95 .
- Johnston , R. and Lyth , D. 1991 . “ Service quality: implementing the integration of customer expectations and operational capability ” . In Service Quality: Multidisciplinary and Multinational Perspectives , Edited by: Brown , S.W. , Gummesson , E. , Edvardsson , B. and Gustavsson , B. Lexington, MA : Lexington Books .
- Kanter , R. M. 2001 . The ten deadly mistakes of wanna-dots . Harvard Business Review , 79 : 91 – 100 .
- Kasper , H. van , Helsdingen , P. and Vries , W. De Jr . 1999 . Services Marketing Management , Chichester : Wiley .
- Keith , R.J. 1960 . The marketing revolution . Journal of Marketing , 24 January : 35 – 38 .
- Kemp , T. 2000 . Dotcom postmortem . Internet Week , 841 : 1
- Kickul , J. and Gundry , L.K. 2000 . “ Pursuing technological innovation: the role of entrepreneurial posture and opportunity recognition among Internet firms ” . In Frontiers of Entrepreneurship Research , Edited by: Reynolds , P.D. and White . Wellesley, MA : Babson College .
- Kirzner , I.M. 1997 . Entrepreneurial discovery and the competitive market process: an Austrian approach . Journal of Economic Literature , XXXV March : 60 – 85 .
- Kleinschmidt , E. J. 1987 . New products: what separates winners from losers? . The Journal of Product Innovation Management , 4 (3) : 169 – 185 .
- Koehn , N.F. 2001 . Brand New , Cambridge, MA : Harvard Business School Press .
- Kolodinsky , J. 1995 . Usefulness of economics in explaining consumer complaints . Journal of Consumer Affairs , 29 (1) : 29
- Leatherhead , F.RA. 2001 . Understanding customer satisfaction-a UK food industry case study . British Food Journal , 103 (1) : 36 – 45 .
- Mann , R. and Adebanjo , O. 1997 . Business Excellence in the Food and Drink Industry: Practical Ways to Improve Performance , London : Financial Times Retail & Consumer Publishing .
- McGrath , R. G. and MacMillan , I. 2000 . The Entrepreneurial Mindset , Boston, MA : Harvard Business School Press .
- Mittal , V. and Kamakura , W.A. 2001 . Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics . Journal of Marketing Research , 38 : 131 – 142 .
- Mittal , V. and Kamakura , W.A. 2001 . Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics . Journal of Marketing Research , 38 : 131 – 142 .
- Myers , J.H. 1991 . Measuring customer satisfaction: is meeting expectations enough? . Marketing Research , 2 December : 35 – 43 .
- Oliver , R.L. 1980 . An investigation of the antecedents and consequences of satisfaction decisions . Journal of Marketing Research , 17 : 460 – 469 .
- Oliva , T.A. and Oliver , R.L. 1995 . The relationships among consumer satisfaction, involvement, and product performance . Behavioral Science , 40 April : 104
- Olshavsky , R.W. and Miller , J.A. 1972 . Consumer expectations, product performance and perceived product quality . Journal of Marketing Research , 9 : 19
- Parasuraman , A. , Zeithaml , Valarie A. and Berry , Leonard L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 .
- Perkins , A. and Perkins , M. C. 2001 . The Internet Bubble: The Inside Story on Why It Burst and What You Can Do to Profit Nota , New York : HarperBusiness, revised edition .
- Porter , M. 1985 . Competitive Advantage , New York : Free Press .
- Shama , A. 2001a . Separating dotcom winners from losers . Christian Science Monitor , 93 (178) : 9
- Shama , A. 2001 b . Dot-corns' coma . Journal of Systems and Software , 56 : 101 – 104 .
- Simon , H.A. 1959 . Theories of decision making in economics and behavioural science . The American Economic Review , 49 : 253 – 283 .
- Singh , J. 1998 . Consumer complaint intentions and behavior: definitional and taxonomical issues . Journal of Marketing , 52 January : 93 – 107 .
- Singh , J. and Wilkes , R. 1996 . When consumers complain: A path analysis of the key antecedents of consumer complaint response . Journal of the Academy of Marketing Science, 24 , 350 ( 72 ) : 19 – 21 .
- Sirgy , J. 1984 . A social cognition model of consumer satisfaction/dissatisfaction . Psychology and Marketing , 1 Summer : 27 – 43 .
- Soderlund , M. 1998 . Customer satisfaction and its consequences on customer behaviour revisited . International Journal of Service Industry Management , 9 (2) : 169 – 188 .
- Sprengs , R.A. , MaeKenzie , S.B. and Olshavsky , R.W. 1996 . A rexamination of the determinants of consumer satisfaction . Journal of Marketing , 60 July : 15 – 32 .
- Sprengs , R.A. and Orshavsky , R.W. 1993 . A desires congruency model of consumer satisfaction . Journal of the Academy of Marketing Science , 21 Summer : 169 – 177 .
- Teare , R. 1994 . “ An overview of consumer and producer perspectives on hospitality services ” . In Marketing in Hospitality and Tourism: A Consumer Focus , Edited by: Teare , R. , Mazanee , J. , Crawford-Welch , S. and Calver , S. London : Cassell .
- Teare , R. 1998 . Interpreting and responding to customer needs . Journal of Workplace Learning , 10 ( 19 ) : 76 – 94 .
- Timmons , J. 1999 . New Venture Creation , Boston : McGraw-Hill .
- Weiner , B. 2000 . Attributional thoughts about consumer behaviour . Journal of Consumer Research , 27 December : 382 – 387 .
- Wooduff , R.B. , Cadotte , E.R. and Jenkins , R.L. 1983 . Modeling consumer satisfaction processes using experience-based norms . Journal of Marketing Research , 20 August : 296 – 304 .
- Zairi , M. 2000 . Managing customer dissatisfaction through effective complaints management systems . The TQM Magazine , 12 (5) : 331 – 337 .
- Zeithaml , V.A. , Berry , L.L. and Parasuraman , A. 1993 . The nature and determinants of customer expectations of service . Journal of the Academy of Marketing Science , 21 (1) : 1 – 12 .
How dotcoms can be winners: A customer dissatisfaction approach to analysis
Reprints and Corporate Permissions
Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?
To request a reprint or corporate permissions for this article, please click on the relevant link below:
Academic Permissions
Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?
Obtain permissions instantly via Rightslink by clicking on the button below:
If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.
Related research
People also read lists articles that other readers of this article have read.
Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.
Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.