Customer satisfaction and firm performance: insights from over a quarter century of empirical research

AS Otto, DM Szymanski, R Varadarajan - Journal of the Academy of …, 2020 - Springer
Emphasizing customer satisfaction as a strategic lever for enhancing business performance
is a widespread business practice. However, just over 25 years of empirical studies by …

Customer satisfaction and international business: A multidisciplinary review and avenues for research

GTM Hult, FV Morgeson III, U Sharma… - Journal of International …, 2022 - Springer
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 …

Corporate social responsibility and its effect on innovation and firm performance: An empirical research in SMEs

I Martinez-Conesa, P Soto-Acosta… - Journal of cleaner …, 2017 - Elsevier
The link between CSR and business value has been investigated, but a significant research
gap remains when considering the relationship between CSR and innovation. The paper …

Organizing for marketing excellence

C Moorman, GS Day - Journal of Marketing, 2016 - journals.sagepub.com
Marketing organization is the interface of the firm with its markets and where the work of
marketing gets done. This review of the past 25 years of scholarship on marketing …

Customer satisfaction, service quality, and customer value: years 2000-2015

H Oh, K Kim - International Journal of Contemporary Hospitality …, 2017 - emerald.com
Purpose This paper aims to review hospitality and tourism research on customer satisfaction
(CS), service quality (SQ) and customer value (CV) published in several established …

Revisiting the satisfaction–loyalty relationship: empirical generalizations and directions for future research

V Kumar, I Dalla Pozza, J Ganesh - Journal of retailing, 2013 - Elsevier
This extensive literature review highlights the state of the art regarding the relationship
between customer satisfaction and loyalty, both attitudinal and behavioral. In particular, it …

The mediating impact of customer satisfaction in relation of brand equity and brand loyalty: An empirical synthesis and re-examination

S Kataria, V Saini - South Asian Journal of Business Studies, 2020 - emerald.com
Purpose The purpose of this paper is to explore the inter-relationship of dimensions for
consumer-based brand equity and brand loyalty with customer satisfaction as a mediator for …

[LIBRO][B] Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer

RL Oliver - 2014 - taylorfrancis.com
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures

KW Chan, CK Yim, SSK Lam - Journal of marketing, 2010 - journals.sagepub.com
Emergent perspectives in marketing highlight new opportunities for co-opting customers as
a means to define and cocreate value through their participation. This study delineates and …

Social media and value creation: The role of interaction satisfaction and interaction immersion

M Hamilton, VD Kaltcheva… - Journal of Interactive …, 2016 - journals.sagepub.com
This research examines the effects of social media brand–consumer interactions on three
types of customer value: customer lifetime value (CLV), customer influencer value (CIV) and …