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Effect of Information Technology Investments on Customer Satisfaction: Theory and Evidence

Mithas, Sunil - 2005

This research addresses the following questions: Do information technology (IT) investments have an effect on customer satisfaction? What are the causal mechanisms that mediate the effect of IT systems on customer satisfaction? Does the effect of IT on customer satisfaction differ across...

Persistent link: https://www.econbiz.de/10009477314

Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel Analysis

Mithas, Sunil; Ramasubbu, Narayan; Krishnan, M.; … - In: Journal of management information systems : JMIS 23 (2006) 3, pp. 97-128

Persistent link: https://www.econbiz.de/10007600602

The economic and statistical significance of stock returns on customer satisfaction : commentary

Fornell, Claes; Mithas, Sunil; Morgeson, Forrest V., III. - In: Marketing science : the marketing journal of the … 28 (2009) 5, pp. 820-825

Persistent link: https://www.econbiz.de/10003921731

Customer satisfaction-based mispricing : issues and misconceptions ; rejoinder

Jacobson, Robert; Mizik, Natalie - In: Marketing science : the marketing journal of the … 28 (2009) 5, pp. 836-845

Persistent link: https://www.econbiz.de/10003921733

Information technology, customer satisfaction, and profit : theory and evidence

Mithas, Sunil; Krishnan, Mayuram S.; Fornell, Claes - In: Information systems research : ISR 27 (2016) 1, pp. 166-181

Persistent link: https://www.econbiz.de/10011460172

Measuring alpha : the consequences of ignoring the four-factor model ; in response to the commentary: "The statistical significance of portfolio returns" by Claes Fornell, Sunil Mi...

O'Sullivan, Don; Hutchinson, Mark C.; O'Connell, Vincent - In: International journal of research in marketing : IJRM ; … 26 (2009) 2, pp. 164-164

Persistent link: https://www.econbiz.de/10009519944

The statistical significance of portfolio returns

Fornell, Claes; Mithas, Sunil; Morgeson, Forrest - In: International journal of research in marketing : IJRM ; … 26 (2009) 2, pp. 162-163

Persistent link: https://www.econbiz.de/10009519945

Information Technology, Customer Satisfaction, and Profit : Theory and Evidence

Mithas, Sunil - 2016

This paper studies the effect of aggregate IT investments on customer satisfaction and profits at the firm level. Using data on 109 U.S. firms for the 1994-1996 and 1999-2006 periods, we find that aggregate IT investments have a positive association with customer satisfaction. However, the...

Persistent link: https://www.econbiz.de/10012707174

Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship

Morgeson, Forrest V., III.; Hult, G. Tomas M.; Mithas, Sunil - In: Journal of marketing 84 (2020) 5, pp. 79-99

Persistent link: https://www.econbiz.de/10012271494

Do managers know what their customers think and why?

Hult, G. Tomas M.; Morgeson, Forrest V., III.; Morgan, … - In: Journal of the Academy of Marketing Science 45 (2017) 1, pp. 37-54

Persistent link: https://www.econbiz.de/10011637149