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Does customer satisfaction lead to profitability?: The mediating role of share-of-wallet

Keiningham, Timothy L.; Perkins-Munn, Tiffany; Aksoy, Lerzan - In: Managing service quality : MSQ ; an international journal 15 (2005) 2, pp. 172-181

Persistent link: https://www.econbiz.de/10007150601

CUSTOMER DELIGHT AND THE BOTTOM LINE - When Roche Diagnostics adopted a strategy to move customers beyond satisfaction and market share, profitability soared.

Keiningham, Timothy L.; Goddard, Melinda K.M.; Vavra, … - In: Marketing management : a quarterly business management … 8 (1999) 3, pp. 57-63

Persistent link: https://www.econbiz.de/10007244314

Call center satisfaction and customer retention in a co-branded service context

Keiningham, Timothy L.; Aksoy, Lerzan; Andreassen, Tor … - In: Managing service quality : MSQ ; an international journal 16 (2006) 3, pp. 269-289

Persistent link: https://www.econbiz.de/10007260240

Reexamining the link between employee satisfaction and store performance in a retail environment

Keiningham, Timothy L.; Aksoy, Lerzan; Daly, Robert M.; … - In: International journal of service industry management : IJSIM 17 (2006) 1, pp. 51-57

Persistent link: https://www.econbiz.de/10007095291

The Brand-Customer Connection - To optimize profits, firms must unite brand- and customer-centric measures.

Keiningham, Timothy L.; Aksoy, Lerzan; Perkins-Munn, Tiffany - In: Marketing management : a quarterly business management … 14 (2005) 4, pp. 33-37

Persistent link: https://www.econbiz.de/10007227194

STRATEGY - Linking Customer Loyalty to Growth - In recent years, researchers have created a number of metrics to explain the connections between customer behavior and growth. But u...

Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; … - In: MIT sloan management review 49 (2008) 4, pp. 51-57

Persistent link: https://www.econbiz.de/10008080004

Invited Commentary-Net Promoter, Recommendations, and Business Performance: A Clarification on Morgan and Rego

Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; … - In: Marketing science : the marketing journal of the … 27 (2008) 3, pp. 531-532

Persistent link: https://www.econbiz.de/10008063965

Can We Talk? The Impact of Willingness to Recommend on a New-to-Market Service Brand Extension Within a Social Network

Aksoy, Lerzan; Buoye, Alexander; Cooil, Bruce; … - In: Journal of service research : JSR 14 (2011) 3, pp. 355-372

Persistent link: https://www.econbiz.de/10009328891

Does satisfaction matter more if a multichannel customer is also a multicompany customer?

Larivière, Bart; Aksoy, Lerzan; Cooil, Bruce; … - In: Journal of service management 22 (2011) 1, pp. 39-67

Persistent link: https://www.econbiz.de/10008850872

Call Center Satisfaction and Customer Retention in a Co-Branded Service Context

Keiningham, Timothy L.; Aksoy, Lerzan; Andreassen, Tor … - 2012

Purpose of This Paper This paper examines call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased additional co-branded services as part of their membership. The relationship between call center...

Persistent link: https://www.econbiz.de/10014056646