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The satisfied customer : winners and losers in the battle for buyer preference

Fornell, Claes - 2007 - 1. ed.

Persistent link: https://www.econbiz.de/10003479583

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

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

Stock returns on customer satisfaction do beat the market : gauging the effectof a marketing intangible

Fornell, Claes; Morgeson, Forrest V., III.; Hult, G. … - In: Journal of marketing 80 (2016) 5, pp. 92-107

Persistent link: https://www.econbiz.de/10011591206

An abnormally abnormal intangible : stock returns on customer satisfaction

Fornell, Claes; Morgeson, Forrest V., III.; Hult, G. … - In: Journal of marketing 80 (2016) 5, pp. 122-125

Persistent link: https://www.econbiz.de/10011591216

The effect of customer satisfaction on consumer spending growth

Fornell, Claes; Rust, Roland T.; Dekimpe, Marnik G. - In: Journal of marketing research : JMR 47 (2010) 1, pp. 28-35

Persistent link: https://www.econbiz.de/10003947425

Reexamining the market share-customer satisfaction relationship

Rego, Lopo L.; Morgan, Neil A.; Fornell, Claes - In: Journal of marketing 77 (2013) 5, pp. 1-20

Persistent link: https://www.econbiz.de/10009793115

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

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