Article2014

The High Price of Customer Satisfaction

Timothy Lee Keiningham · Сунил Гупта · Lerzan Aksoy · Alexander John Buoye

58 citations0/0 files storedDialnet (Universidad de la Rioja)

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Customer churn and segmentation

Abstract

The article discusses customer satisfaction and the financial performance of organizations, focusing on the results of research which indicates that customer satisfaction rates are more beneficial for a company when they improve upon the rates of competitors as of 2014. Topics include customer loyalty, consumer spending habits, market shares, and customer satisfaction at companies that provide services for niche markets.

Citations in this library

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References

1972Principles of Marketing 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 2000Strengthening the Satisfaction-Profit Chain 1996The loyalty effect: The hidden force behind growth, profits, and lasting value 1997Do Customer Loyalty Programs Really Work 2006Customer Metrics and Their Impact on Financial Performance 2005Customer Satisfaction and Stock Prices: High Returns, Low Risk 2000Should We Delight the Customer?

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