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...

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...

Increased customer value can impact customer behaviors that drive company performance. As a result, firms must invest in the drivers of customer value. The authors describe a management tool that identifies the most relevant value creation activities, the satisfaction profit chain (SPC). As...

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...

Superior customer satisfaction provides a clear strategic advantage and an inimitable resource for a firm — particularly in today’s complex and often uncertain markets. Two decades of academic research have quantified the impact of customer satisfaction on a number of beneficial customer...