S
Study
Academic Library
Search
Dashboard
Shelves
Open access
My library
Review
Timothy Lee Keiningham · Study
Home
/
Author
Timothy Lee Keiningham
44 works
· latest 2023
· 3 institutions
cluster: provisional
ORCID 0000-0002-3456-2955
Works
44 shown
Sustainable Service
Journal of Service Research
·
2023
·
3 authors
·
Open access
15
citations
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation
Journal of service management
·
2022
·
5 authors
·
Open access
61
citations
Marketing’s role in multi-stakeholder engagement
International Journal of Research in Marketing
·
2021
·
4 authors
53
citations
The practitioners’ path to customer loyalty: Memorable experiences or frictionless experiences?
Journal of Retailing and Consumer Services
·
2020
·
4 authors
48
citations
Service Safety in the Pandemic Age
Journal of Service Research
·
2020
·
4 authors
·
editorial
·
Open access
110
citations
Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature
Journal of Service Research
·
2020
·
5 authors
·
Open access
461
citations
More than a feeling? Toward a theory of customer delight
Journal of service management
·
2020
·
5 authors
·
Open access
80
citations
Customer experience driven business model innovation
Journal of Business Research
·
2019
·
7 authors
·
Open access
308
citations
Creating innovation that drives authenticity
Journal of service management
·
2019
·
5 authors
40
citations
Examining how context change foster service innovation
Journal of service management
·
2018
·
7 authors
68
citations
The interplay of customer experience and commitment
Journal of Services Marketing
·
2017
·
9 authors
·
Open access
155
citations
Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties and happiness
Journal of Business Research
·
2015
·
4 authors
74
citations
Modeling Heterogeneity in the Satisfaction, Loyalty Intention, and Shareholder Value Linkage: A Cross-Industry Analysis at the Customer and Firm Levels
Journal of Marketing Research
·
2015
·
6 authors
82
citations
A Five-Component Customer Commitment Model
Journal of Service Research
·
2015
·
4 authors
85
citations
Perceptions are relative
Journal of service management
·
2015
·
7 authors
59
citations
Service Failure Severity, Customer Satisfaction, and Market Share
Journal of Service Research
·
2014
·
4 authors
100
citations
The cumulative effect of satisfaction with discrete transactions on share of wallet
Journal of service management
·
2014
·
5 authors
30
citations
The High Price of Customer Satisfaction
Dialnet (Universidad de la Rioja)
·
2014
·
4 authors
58
citations
Getting in with the “In” crowd: how to put marketing back on the CEO's agenda
Journal of service management
·
2014
·
4 authors
·
Open access
28
citations
A longitudinal examination of customer commitment and loyalty
Journal of service management
·
2014
·
5 authors
81
citations
Beyond traditional word‐of‐mouth
Journal of service management
·
2013
·
8 authors
·
Open access
164
citations
A Cross-national Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries
Journal of Interactive Marketing
·
2012
·
4 authors
95
citations
An investigation of the cross-national determinants of customer satisfaction
Journal of the Academy of Marketing Science
·
2010
·
4 authors
117
citations
The Relationship of Employee Perceptions of Organizational Climate to Business-Unit Outcomes
Journal of Service Research
·
2009
·
4 authors
·
Open access
49
citations
The Long-Term Stock Market Valuation of Customer Satisfaction
Journal of Marketing
·
2008
·
5 authors
255
citations
A holistic examination of Net Promoter
Journal of Database Marketing & Customer Strategy Management
·
2008
·
4 authors
·
Open access
85
citations
Approaches to Customer Segmentation
Journal of Relationship Marketing
·
2008
·
3 authors
104
citations
Linking Customer Loyalty to Growth
MIT Sloan Management Review
·
2008
·
4 authors
82
citations
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet
Managing Service Quality
·
2007
·
4 authors
407
citations
A Longitudinal Examination of Net Promoter and Firm Revenue Growth
Journal of Marketing
·
2007
·
3 authors
385
citations
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics
Journal of Marketing
·
2007
·
4 authors
286
citations
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics
Journal of Marketing
·
2006
·
3 authors
524
citations
Forward-Looking Focus
Journal of Service Research
·
2006
·
6 authors
165
citations
Approaches to the Measurement and Management of Customer Value
Journal of Relationship Marketing
·
2006
·
3 authors
18
citations
Call center satisfaction and customer retention in a co‐branded service context
Managing Service Quality
·
2006
·
5 authors
48
citations
Reexamining the link between employee satisfaction and store performance in a retail environment
International Journal of Service Industry Management
·
2006
·
5 authors
33
citations
Managing through rose-colored glasses
Dialnet (Universidad de la Rioja)
·
2006
·
3 authors
15
citations
Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and Proven Tactics That Really Work
·
2005
·
1 author
37
citations
Does customer satisfaction lead to profitability?
Managing Service Quality
·
2005
·
4 authors
93
citations
Actual Purchase as a Proxy for Share of Wallet
Journal of Service Research
·
2004
·
4 authors
79
citations
The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment
Journal of Service Research
·
2003
·
2 authors
233
citations
The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success
·
2001
·
2 authors
107
citations
Return on Quality (ROQ): Making Service Quality Financially Accountable
Journal of Marketing
·
1995
·
3 authors
1,638
citations
Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality
·
1993
·
3 authors
·
book
203
citations