Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance

16 references·16 citing·39 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
1988The Theory of Industrial Organization8,578 cited
1999Whence Consumer Loyalty?7,319 cited
1994The Capabilities of Market-Driven Organizations6,532 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Zero defections: quality comes to services.5,373 cited
1969A General Equilibrium Approach To Monetary Theory5,340 cited
1989Theory of Industrial Organization.5,142 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1991How much does industry matter?2,805 cited
1994A Simple Approximation of Tobin's q2,458 cited
1998The Balanced Scorecard2,187 cited
1993Customer satisfaction, customer retention, and market share2,151 cited
2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
1998Customer Satisfaction and Word of Mouth

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

2,105 cited

Cited by

2012Social Media and Firm Equity Value631 cited
2008Measuring the impact of positive and negative word of mouth on brand purchase probability629 cited
2020Customer engagement in social media: a framework and meta-analysis523 cited
2006Neglected Outcomes of Customer Satisfaction483 cited
2007The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet407 cited
2007A Longitudinal Examination of Net Promoter and Firm Revenue Growth385 cited
2015Building, measuring, and profiting from customer loyalty356 cited
2009Product‐market strategy and the marketing capabilities of the firm: impact on market effectiveness and cash flow performance354 cited
2019Customer satisfaction and firm performance: insights from over a quarter century of empirical research350 cited
2011Customer satisfaction and business performance: a firm‐level analysis310 cited
2013Can we get from liking to buying? Behavioral differences in hedonic and utilitarian Facebook usage309 cited
2013Effects of Restaurant Satisfaction and Knowledge Sharing Motivation on eWOM Intentions300 cited
2009Customer Satisfaction and Stock Returns Risk279 cited
2010The Effect of Customer Satisfaction on Consumer Spending Growth268 cited
2013Reexamining the Market Share–Customer Satisfaction Relationship239 cited
2016A risk worth taking: Perceived risk as moderator of satisfaction, loyalty, and willingness-to-pay premium price235 cited