���������

Letter from the Editor: Future Directions for the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
—Newell D. Wright  [] []

Does Existential Wellbeing Promote Positive Attitudes about Entrepreneurs?
—Clay Routledge, Taylor A. FioRito, John D. Bizan and Andrew A. Abeyta [] []

Consumer (Non) Complaint Behavior: An Empirical Analysis of Senior Consumers in Germany
—Norbert Meiners, Elmar Reucher, Hafiz T.A. Khan and Lukas Spille  [ ] []

Negative Word of Mouth: A Systematic Review and Research Agenda
—Swapan Deep Arora, Devashish Das Gupta, and Gillian S. Naylor  [] []

Extending the Argument: A Case Study Exploring How to Combat and Decay Consumer Grudges
—Onnolee Nordstrom and Laura Egan  [] []

A Comprehensive Model of Brand Love/Hate
—Rozbeh Madadi, Ivonne M. Torres, and Miguel Ángel Zúñiga   [] []

Forgiving a Loved Brand in the Face of Transgression: An Exploratory Study
—Komal S. Karani [] []

Turning Point Analysis of Brand Love Trajectories
—Vivek Pani Gumparthi, Mala Srivastava, and Devjani Chatterjee  [] []

Customer Satisfaction and Commitment: Considering Relational Investment and Rapport in Customer Service Interactions
—Kim K. Smith   [] []

Ethnic Congruity Motive: When Service Encounters with Hispanic Frontline Employees Enhance Hispanic Customers’ Service Satisfaction
—Alexandra Aguirre-Rodriguez, Patricia L. Torres, and Stella Tavallaei  [] []

Frontline Human Capital and Consumer Dissatisfaction: Evidence from the U.S. Airline Industry
—Amit Jain Chauradia, Chad Milewicz, Raj Echambadi, and Jaishankar Ganesh [] []

Personality and Preferences for Characteristics of Pay for Performance Plans: A Path to Job Satisfaction and Customer Satisfaction
—Charles D. Stevens and Ronald A. Ash [] []