Customer satisfaction and firm performance: insights from over a quarter century of empirical research
Volume: 48, Issue: 3, Pages: 543 - 564
Published: May 31, 2019
Abstract
Emphasizing customer satisfaction as a strategic lever for enhancing business performance is a widespread business practice. However, just over 25 years of empirical studies by academic researchers has produced evidence that is sometimes contradictory. Hence, greater academic clarity and improved managerial understanding could result from a meta-analysis of the customer satisfaction-business performance relationship. To that end, the authors...
Paper Details
Title
Customer satisfaction and firm performance: insights from over a quarter century of empirical research
Published Date
May 31, 2019
Volume
48
Issue
3
Pages
543 - 564
Citation AnalysisPro
You’ll need to upgrade your plan to Pro
Looking to understand the true influence of a researcher’s work across journals & affiliations?
- Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
- Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.
Notes
History