The authors synthesize research on the relationship of customer satisfaction with customer-
and firm-level outcomes using a meta-analysis based on 535 correlations from 245 articles …

We systematically review the literature on customer satisfaction, partitioning the literature
into three generations of thought and focus, with the most recent, third generation, heavily …

Practitioners utilise customer feedback metrics (CFM's) to monitor business performance.
However, the influence of CFM's on firm performance has been ignored. Thus, this paper …

Recent research has shown that the trade-off between customer satisfaction and productivity
can be mitigated through three strategic pathways: the (1) operations management (OM) …

Previous research on corporate social responsibility (CSR) and firm innovativeness and
their impact on financial performance has focused on firms' actions (ie, what firms do) …

Competition policy profoundly impacts enterprise digitalization, yet it remains an
underexplored area in previous work. Utilizing China's Anti-Monopoly Law (AML) as a quasi …

Abstract Although Brand Competitiveness (BC) has emerged as a key driver of brand
performance, literature offers limited insights on how firms can improve and sustain BC. To …

The growing literature on supply chain disruptions has demonstrated how the detrimental
consequences following their occurrence differ based on the scope of their severity …

Purpose This paper investigates the factors affecting customer lifetime value from an
attitudinal and behavioural brand loyalty perspective in the Internet service industry …

Inter-firm coopetition, the simultaneous presence of competition and cooperation between
firms, has gained increasing attention in strategic management research. While scholars …