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High tech, high touch : the effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services

Ramsubbu, Narayan; Mithas, Sunil; Krishnan, M. S. - In: Decision support systems : DSS ; the international journal 44 (2007/08) 2, pp. 509-523

Persistent link: https://www.econbiz.de/10003669794

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

Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage : a cross-industry analysis at the customer and firm levels

Larivière, Bart; Keiningham, Timothy; Aksoy, Lerzan; … - In: Journal of marketing research : JMR 53 (2016) 1, pp. 91-109

Persistent link: https://www.econbiz.de/10011450384

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

An investigation of the cross-national determinants of customer satisfaction

Morgeson, Forrest V.; Mithas, Sunil; Keiningham, Timothy; … - In: Journal of the Academy of Marketing Science 39 (2011) 2, pp. 198-215

Persistent link: https://www.econbiz.de/10009012597

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

Customer Satisfaction and Stock Prices : High Returns, Low Risk

Fornell, Claes; Mithas, Sunil; Morgeson, Forrest V.; … - 2006

Do investments in customer satisfaction lead to excess returns? If so, are these returns associated with higher stock market risk? The empirical evidence presented in this article suggests that the answer to the first question is yes, but equally remarkable, the answer to the second question is...

Persistent link: https://www.econbiz.de/10014059250