Despite the claim that satisfaction ratings are linked to repurchase behavior, few attempts can be found that relate satisfaction ratings to actual repurchase behavior. This article fills this void by presenting a conceptual model for relating satisfaction ratings and repurchase behavior. The...

Firms conduct customer surveys to gather their customers' voice in order to fully understand their perceptions, judgments, attitudes, intentions, and behaviors. Among firms, the practice of surveying customers is widespread. However, if conducted incorrectly, surveys can lead to significant...

The authors synthesize research on the relationship between customer satisfaction (CS) and customer- and firm-level outcomes in a meta-analytic framework. Overall, the results point to positive associations between CS and customer behaviors, financial performance, and shareholder value. However,...

Empirical studies in marketing conceptualize commitment as a three-component construct comprised of affective, normative, and calculative commitment. We develop and empirically test a five-component typology of consumer commitment — affective, normative, economic, forced, and habitual...

Despite theoretical and empirical research linking a firm's business performance to the satisfaction of its customers, knowledge of how firms collect and use customer satisfaction information is limited. The authors investigate firms' customer satisfaction information usage (CSIU) by drawing on...

Purpose – This research aims to explore how consumer responses to logo redesign (from angular to rounded) are contingent on brand commitment and self-construal. The authors aim to explore two issues. First, what is the role of brand commitment on response to logo redesign and underlying brand...

The authors synthesize research on the relationship between customer satisfaction (CS) and customer- and firm-level outcomes in a meta-analytic framework based on 535 correlations from 245 articles representing a combined sample size of 1,160,982. Overall, the results point to positive...

Switching costs and customer satisfaction may differently affect marketing strategy. Managers would benefit from knowing how different switching costs (financial, procedural, and relational) and satisfaction jointly affect repurchase in order to properly invest marketing resources. A...