Questionnaire
We invite you to participate in a research project to study consumers’ responses to dissatisfaction. We hope you will take the time to complete our questionnaire, which asks about your experiences as a consumer. It should take about 25 - 30 minutes to answer all of the questions. In return for completing this survey we will send you a gift certificate for a meal at a McDonald’s restaurant. Of course, your participation is completely voluntary, and your answers will be anonymous.
Please note that the results of this questionnaire will be used for academic research purposes only. Through your participation we hope to understand how consumers in different countries respond when dissatisfied with a product or service. Once all of the data are collected and analyzed we hope to publish our findings in a top academic journal.
Thank you!
Proceed to the Questionnaire (live link to questionnaire is de-activated)
Dr. Jeff Blodgett- Dr. Jeff Blodgett is a professor in the School of Business and Economics at North Carolina A&T State University. His research focuses on customer complaining behavior and has been published in the Journal of Retailing, Journal of Service Research, Journal of Consumer Marketing, and other leading journals.
Dr. Anna Mattila- Dr. Anna S. Mattila is a Marriott Professor of Lodging Management in the School of Hospitality Management at the Pennsylvania State University. Her research focuses on the service industry and has been published in Journal of Retailing, Journal of Consumer Psychology, Journal of Service Research, Journal of Services Marketing, and other leading journals.