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Introduction: Is Customer Satisfaction (Ir)relevant as a Metric?

Published on Sep 1, 2016in Journal of Marketing7.82
· DOI :10.1509/jm.80.5.1
V. Kumar8
Estimated H-index: 8
(J. Mack Robinson College of Business)
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Abstract
In the preceding article, Fornell, Morgeson, and Hult (2016b) find that customer satisfaction produces abnormal returns and that customer satisfaction does have a direct and tangible financial benefit for firms. Given the unconventional nature of their findings, the authors’ research will be of great interest to marketing academics. In addition, this research will be of direct relevance to marketing practitioners in demonstrating the financial impact of customer satisfaction and reemphasizing the importance of managing customers effectively.
  • References (8)
  • Citations (8)
References8
Newest
#1Claes FornellH-Index: 41
#2Forrest V. MorgesonH-Index: 13
Last.G. Tomas M. Hult (MSU: Michigan State University)H-Index: 62
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39 CitationsSource
#1Alina Sorescu (A&M: Texas A&M University)H-Index: 11
#2Sorin M. Sorescu (A&M: Texas A&M University)H-Index: 15
15 CitationsSource
#1Sundar G. Bharadwaj (Indian School of Business)H-Index: 24
#2Debanjan Mitra (College of Business Administration)H-Index: 9
5 CitationsSource
#1Claes FornellH-Index: 41
#2Forrest V. MorgesonH-Index: 13
Last.G. Tomas M. Hult (MSU: Michigan State University)H-Index: 62
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7 CitationsSource
#1V. Kumar (GSU: Georgia State University)H-Index: 57
#2Ilaria Dalla Pozza (GSU: Georgia State University)H-Index: 1
Last.Jaishankar Ganesh (RU: Rutgers University)H-Index: 11
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196 CitationsSource
#1V. Kumar (J. Mack Robinson College of Business)H-Index: 57
#2Denish Shah (J. Mack Robinson College of Business)H-Index: 9
157 CitationsSource
#1Robert JacobsonH-Index: 30
#2Natalie Mizik (Columbia University)H-Index: 16
82 CitationsSource
#1Werner Reinartz (College of Business Administration)H-Index: 31
#2V. Kumar (College of Business Administration)H-Index: 57
1,059 CitationsSource
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