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Does customer satisfaction lead to profitability?

16 references·16 citing·31 second hopsampled

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References

1996The Behavioral Consequences of Service Quality11,994 cited
1990Zero defections: quality comes to services.5,373 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Putting the Service-Profit Chain to Work3,732 cited
2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,256 cited
1993Customer satisfaction, customer retention, and market share2,151 cited
1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
1988Response Determinants in Satisfaction Judgments1,685 cited
1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
1998Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction1,609 cited
2000Strengthening the Satisfaction-Profit Chain1,537 cited
1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited

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2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited

1993Loyalty-based management.1,317 cited

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2012A Literature Review and Classification of Relationship Marketing Research51 cited
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2018Understanding moderating effects in increasing share-of-wallet and word-of-mouth: A case study of Lidl grocery retailer47 cited
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