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Expectations, perceived performance, and customer satisfaction for a complex service : the case of bank loans

Johnson, Michael D. - In: Journal of economic psychology : research in economic … 17 (1996) 2, pp. 163-182

Persistent link: https://www.econbiz.de/10001204998

Differentiation as a basis for explaining customer satisfaction across industries

Fornell, Claes - In: Journal of economic psychology : research in economic … 14 (1993) 4, pp. 681-696

Persistent link: https://www.econbiz.de/10001161944

Defensive marketing strategy by customer complaint management : a theoret. analysis

Fornell, Claes - In: Journal of marketing research : JMR 24 (1987) 4, pp. 337-346

Persistent link: https://www.econbiz.de/10001036476

Consumption experience and sales promotion expenditure

Fornell, Claes - In: Management science : journal of the Institute for … 31 (1985) 9, pp. 1084-1105

Persistent link: https://www.econbiz.de/10001015582

The relationship between advertising and product quality over the product life cycle : a contingency theory

Tellis, Gerard J. - In: Journal of marketing research : JMR 25 (1988) 1, pp. 64-71

Persistent link: https://www.econbiz.de/10001044060

Are market pioneers intrinsically stronger than later entrants?

Robinson, William Thomas - In: Strategic management journal 13 (1992) 8, pp. 609-624

Persistent link: https://www.econbiz.de/10001136725

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

The Reign of the Customer : Customer-Centric Approaches to Improving Satisfaction

Fornell, Claes; Morgeson III, Forrest V.; Hult, G. Tomas M. - 2020 - 1st ed. 2020.

1. Defining Customer Satisfaction: A Strategic Company Asset? -- 2. Customer Expectations: What Do Your Customers Demand? -- 3. Perceived Quality: Does Performance Matter? -- 4. Perceived Value: Is It Really All About Price? -- 5. ACSI: Is Satisfaction Guaranteed? -- 6. Customer Complaints:...

Persistent link: https://www.econbiz.de/10012399294

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

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