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,...

Rather than a fad, buying American is a consistent and persistent motivation for many consumers. But which consumers are more likely to buy American and why? How can companies better cater to this need among their current and potential customers? This note reviews how companies can proactively...

Education is a key driver of the quality of a country's workforce and its future economic prosperity (Heckman 2000; 2006). Aside from public education policies, one contributor to this is parental preferences of different educational programs for their children. Using an identity-based approach,...

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...

We report results for the Integrated Oil & Gas sector from the Strategy and Performance in the Energy Industry (SCOPE) Survey conducted among professionals in the energy industry (so called “insiders”) to measure their perceptions about specific companies on multiple dimensions of strategic...

Qualitative research typically involves techniques such as focus groups, in-depth interviews (IDIs), ethnography, and metaphor elicitation. Rather than being a substitute for quantitative research, qualitative research - when conducted properly - can be a useful and necessary complement that...

Scholars have used the attribute-based model of overall satisfaction extensively in consumer markets. Yet, business-to-business (B2B) firms also strive to improve overall satisfaction and financial performance by improving satisfaction on key attributes. We develop an attribute-based model to...

Problem customers can cost your business lots of money, but quickly ejecting them may not be the best way to relieve the burden. Mittal, of Rice University, Sarkees, of Penn State, and Murshed, of Towson University, explore the ins and outs of customer divestment. Using real-world examples, the...

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...

Previous studies have separately shown that a firm needs to rely on its customers and employees to achieve superior performance. In this study, the authors draw on signaling theory to develop and empirically test a cross-validation argument. They argue that how a firm treats one stakeholder...