Firms invest in customer satisfaction (CS) because customers are the biggest source of cash flow for a company (Gruca and Rego 2005). A customer base with high levels of satisfaction provides many long-term benefits for the firm. Satisfied customers are likely to continue repurchasing a firm's...

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,...

The Satisfaction Profit Chain (SPC) is a theoretical framework that helps link attribute-level perceptions, overall customer satisfaction, customer intentions/behaviors, and financial outcomes. This chapter reviews existing empirical research in this area and provides guidance and...

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...

This note describes how a satisfaction-based framework can be implemented in healthcare to measure patient satisfaction. The PSSM is a framework that links overall patient satisfaction to its antecedents and outcomes. We use a real example to describe the various components of a PSSM, how it can...

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...