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A Longitudinal Analysis of Satisfaction and Profitability

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Cited by:

  1. Dabholkar, Pratibha A. & Abston, Kristie A., 2008. "The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research," Journal of Business Research, Elsevier, vol. 61(9), pages 959-967, September.
  2. Jan U. Becker & Sönke Albers, 2016. "The limits of analyzing service quality data in public transport," Transportation, Springer, vol. 43(5), pages 823-842, September.
  3. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
  4. Brexendorf, Tim Oliver & Mühlmeier, Silke & Tomczak, Torsten & Eisend, Martin, 2010. "The impact of sales encounters on brand loyalty," Journal of Business Research, Elsevier, vol. 63(11), pages 1148-1155, November.
  5. Symitsi, Efthymia & Stamolampros, Panagiotis & Daskalakis, George & Korfiatis, Nikolaos, 2021. "The informational value of employee online reviews," European Journal of Operational Research, Elsevier, vol. 288(2), pages 605-619.
  6. Roe, R.A., 2005. "Studying time in organizational behavior," Research Memorandum 046, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  7. Koesharijadi Koesharijadi, 2016. "Factors Affecting Loyalty Customer Services Banking Industry in East Java," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 168-168, May.
  8. Gleim, Mark R. & Johnson, Catherine M. & Lawson, Stephanie J., 2019. "Sharers and sellers: A multi-group examination of gig economy workers' perceptions," Journal of Business Research, Elsevier, vol. 98(C), pages 142-152.
  9. Timmy H. Tseng & Shao-Hsun Chang & Yu-Min Wang & Yi-Shun Wang & Shin-jeng Lin, 2020. "An Empirical Investigation of the Longitudinal Effect of Online Consumer Reviews on Hotel Accommodation Performance," Sustainability, MDPI, vol. 13(1), pages 1-16, December.
  10. Troisi, Roberta & Nese, Annamaria, 2012. "Workers’ motivation: the italian case of cooperative credit banks," MPRA Paper 38025, University Library of Munich, Germany.
  11. Kývanç Ýnelmen, 2009. "Role of Trust in Mediating the Effects of Satisfaction and Commitment on Employee Performance," Bogazici Journal, Review of Social, Economic and Administrative Studies, Bogazici University, Department of Economics, vol. 23(1+2), pages 55-73.
  12. Wangenheim, Florian v. & Evanschitzky, Heiner & Wunderlich, Maren, 2007. "Does the employee-customer satisfaction link hold for all employee groups?," Journal of Business Research, Elsevier, vol. 60(7), pages 690-697, July.
  13. Kos Koklic, Mateja & Kukar-Kinney, Monika & Vegelj, Spela, 2017. "An investigation of customer satisfaction with low-cost and full-service airline companies," Journal of Business Research, Elsevier, vol. 80(C), pages 188-196.
  14. Laurent Scaringella & Anna Górska & Dennis Calderon & Jose Benitez, 2022. "Should we teach in hybrid mode or fully online? A theory and empirical investigation on the service–profit chain in MBAs," Post-Print hal-03519796, HAL.
  15. Sergeja Slapničar & Adriana Rejc Buhovac, 2014. "Identifying temporal relationships within multidimensional performance measurement," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 15(5), pages 978-993, November.
  16. Miguel Orden-Mejía & Mauricio Carvache-Franco & Assumpció Huertas & Wilmer Carvache-Franco & Nathalie Landeta-Bejarano & Orly Carvache-Franco, 2022. "Post-COVID-19 Tourists’ Preferences, Attitudes and Travel Expectations: A Study in Guayaquil, Ecuador," IJERPH, MDPI, vol. 19(8), pages 1-17, April.
  17. Blattberg, Robert C. & Malthouse, Edward C. & Neslin, Scott A., 2009. "Customer Lifetime Value: Empirical Generalizations and Some Conceptual Questions," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 157-168.
  18. Chebat, Jean-Charles & Michon, Richard & Haj-Salem, Narjes & Oliveira, Sandra, 2014. "The effects of mall renovation on shopping values, satisfaction and spending behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 610-618.
  19. Usama Najam & Sadia Ishaque & Saadia Irshad & Qurat-ul-ain Salik & Maria Shams Khakwani & Malka Liaquat, 2020. "A Link Between Human Resource Management Practices and Customer Satisfaction: A Moderated Mediation Model," SAGE Open, , vol. 10(4), pages 21582440209, November.
  20. I Putu Astawa, 2018. "Local Culture, Internal Marketing and Employee Satisfaction in Improving Financial Performance: A Case Study of Microfinance Institutions in Bali," GATR Journals jmmr185, Global Academy of Training and Research (GATR) Enterprise.
  21. Martínez-Ruiz, María Pilar & Jiménez-Zarco, Ana Isabel & Izquierdo-Yusta, Alicia, 2010. "Customer satisfaction's key factors in Spanish grocery stores: Evidence from hypermarkets and supermarkets," Journal of Retailing and Consumer Services, Elsevier, vol. 17(4), pages 278-285.
  22. Hafiz Yasir Ali & Rizwan Qaiser Danish & Muhammad Asrar‐ul‐Haq, 2020. "How corporate social responsibility boosts firm financial performance: The mediating role of corporate image and customer satisfaction," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(1), pages 166-177, January.
  23. Finsterwalder, Jörg & Kuppelwieser, Volker G. & Fisk, Raymond P., 2022. "Dynamics of individual actors’ self, social, and task pre-dispositions in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 147(C), pages 518-531.
  24. Morrisson Kaunda Mutuku & Stephen Muathe & Rosemary James, 2019. "Effect of E-customization Capability on Financial Performance of Commercial Banks in Kenya," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 8(1), pages 10-20, January.
  25. So, Kevin Kam Fung & Wei, Wei & Martin, Drew, 2021. "Understanding customer engagement and social media activities in tourism: A latent profile analysis and cross-validation," Journal of Business Research, Elsevier, vol. 129(C), pages 474-483.
  26. Gomez, Miguel I. & McLaughlin, Edward W. & Wittink, Dick R., 2003. "Do Changes In Customer Satisfaction Lead To Changes In Performance In Food Retailing?," 2003 Annual meeting, July 27-30, Montreal, Canada 22048, American Agricultural Economics Association (New Name 2008: Agricultural and Applied Economics Association).
  27. Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
  28. Wioletta Wereda & Florina Pinzaru, 2020. "Net Generation’S Customer Experience During A Pandemic," Nowoczesne Systemy Zarządzania. Modern Management Systems, Military University of Technology, Faculty of Security, Logistics and Management, Institute of Organization and Management, issue 3, pages 63-74.
  29. Evanschitzky, Heiner & Wangenheim, Florian v. & Wünderlich, Nancy V., 2012. "Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops," Journal of Retailing, Elsevier, vol. 88(3), pages 356-366.
  30. Guo, Chiquan & Wang, Yong J. & Metcalf, Ashley, 2014. "How to calibrate conventional market-oriented organizational culture in 21st century production-centered firms? A customer relationship perspective," International Journal of Production Economics, Elsevier, vol. 156(C), pages 235-245.
  31. Jaya Sangeetha, 2017. "Development of Scale for Service Quality, Satisfaction and Behavioral intentions: Middle Eastern Context," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 7(2), pages 1-4.
  32. Ashill, Nick & Abuelsamen, Amjad & Gibbs, Tanya & Semaan, Rania W., 2022. "Understanding organization-customer links in a service setting in Russia," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  33. Andrada IACOB, 2015. "Consequences Of Employee’S Customer Orientation In Public Services," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 169-180, May.
  34. García-Fernández, Jerónimo & Gálvez-Ruíz, Pablo & Fernández-Gavira, Jesús & Vélez-Colón, Luisa & Pitts, Brenda & Bernal-García, Ainara, 2018. "The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers," Sport Management Review, Elsevier, vol. 21(3), pages 250-262.
  35. Querin, Francesco & Göbl, Martin, 2017. "An analysis on the impact of logistics on customer service," Journal of Applied Leadership and Management, Hochschule Kempten - University of Applied Sciences, Professional School of Business & Technology, vol. 5, pages 90-103.
  36. Stathakopoulos, Vlasis & Kottikas, Konstantinos G. & Painesis, Grigorios & Theodorakis, Ioannis G. & Kottika, Efthymia, 2022. "Why shape a market? Empirical evidence on the prominent firm-level and market-level outcomes of market-driving strategy," Journal of Business Research, Elsevier, vol. 139(C), pages 1240-1254.
  37. Annamaria Nese & Roberta Troisi, 2012. "Cooperative credit banks: some fundamental institutional features," Working Papers 3_223, Dipartimento di Scienze Economiche e Statistiche, Università degli Studi di Salerno.
  38. Finn, Adam & Wang, Luming & Frank, Tema, 2009. "Attribute Perceptions, Customer Satisfaction and Intention to Recommend E-Services," Journal of Interactive Marketing, Elsevier, vol. 23(3), pages 209-220.
  39. Laradi, Sofiane & Alrawad, Mahmaod & Lutfi, Abdalwali & Agag, Gomaa, 2024. "Understanding factors affecting social commerce purchase behavior: A longitudinal perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
  40. da Borralha, Sérgio & Neves de Jesus, Saul & Pinto, Patrícia & Viseu, João, 2016. "Job Satisfaction In Hotel Employees: A Systematic Review Of The Literature," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 4(1), pages 4-20.
  41. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
  42. Brown, Steven P. & Lam, Son K., 2008. "A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses," Journal of Retailing, Elsevier, vol. 84(3), pages 243-255.
  43. Mathew, Jossy & Ogbonna, Emmanuel & Harris, Lloyd C., 2012. "Culture, employee work outcomes and performance: An empirical analysis of Indian software firms," Journal of World Business, Elsevier, vol. 47(2), pages 194-203.
  44. Sunil Gupta & Valarie Zeithaml, 2006. "Customer Metrics and Their Impact on Financial Performance," Marketing Science, INFORMS, vol. 25(6), pages 718-739, 11-12.
  45. Obeng, Efua & Nakhata, Chinintorn & Kuo, Hsiao-Ching, 2019. "“Paying it forward: The reciprocal effect of superior service on charity at checkout”," Journal of Business Research, Elsevier, vol. 98(C), pages 250-260.
  46. Gomez, Miguel I. & McLaughlin, Edward W. & Wittink, Dick R., 2003. "Do Changes in Customer Satisfaction Lead to Changes in Sales Performance in Food Retailing?," Working Papers 127195, Cornell University, Department of Applied Economics and Management.
  47. María Leticia Santos-Vijande & José Ángel López-Sánchez & John Rudd, 2016. "Frontline employees’ collaboration in industrial service innovation: routes of co-creation’s effects on new service performance," Journal of the Academy of Marketing Science, Springer, vol. 44(3), pages 350-375, May.
  48. Christina Voets & Arnt Wöhrmann, 2011. "Risikomanagement für kundenorientierte Vermögenswerte im Spannungsfeld zwischen Steuerung und Rechnungslegung," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 21(4), pages 447-465, April.
  49. Mir Rouf Ahmad & Rameez Raja, 2021. "Employee Job Satisfaction and Business Performance: The Mediating Role of Organizational Commitment," Vision, , vol. 25(2), pages 168-179, June.
  50. He, Yan-Qun & Chan, Lai-Kow & Wu, Ming-Lu, 2007. "Balancing productivity and consumer satisfaction for profitability: Statistical and fuzzy regression analysis," European Journal of Operational Research, Elsevier, vol. 176(1), pages 252-263, January.
  51. Murray, Duncan & Howat, Gary, 2002. "The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre," Sport Management Review, Elsevier, vol. 5(1), pages 25-43, May.
  52. Goić, Marcel & Levenier, Camilo & Montoya, Ricardo, 2021. "Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  53. Alghamdi, OmarA. & Agag, Gomaa, 2024. "Competitive advantage: A longitudinal analysis of the roles of data-driven innovation capabilities, marketing agility, and market turbulence," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  54. Alexander Mafael & Sascha Raithel & Stefan J. Hock, 2022. "Managing customer satisfaction after a product recall: the joint role of remedy, brand equity, and severity," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 174-194, January.
  55. Lambert, Abbie & Jones, Robert Paul & Clinton, Suzanne, 2021. "Employee engagement and the service profit chain in a quick-service restaurant organization," Journal of Business Research, Elsevier, vol. 135(C), pages 214-225.
  56. Progress Choongo, 2017. "A Longitudinal Study of the Impact of Corporate Social Responsibility on Firm Performance in SMEs in Zambia," Sustainability, MDPI, vol. 9(8), pages 1-19, July.
  57. Silvestro, Rhian, 2014. "Performance topology mapping: understanding the drivers of performance," International Journal of Production Economics, Elsevier, vol. 156(C), pages 269-282.
  58. Greenwell, T. Christopher & Fink, Janet S. & Pastore, Donna L., 2002. "Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience," Sport Management Review, Elsevier, vol. 5(2), pages 129-148, November.
  59. Ozkan Tutuncu & Deniz Kucukusta, 2010. "Canonical correlation between job satisfaction and EFQM business excellence model," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(6), pages 1227-1238, October.
  60. Wiersma, Eelke, 2008. "An exploratory study of relative and incremental information content of two non-financial performance measures: Field study evidence on absence frequency and on-time delivery," Accounting, Organizations and Society, Elsevier, vol. 33(2-3), pages 249-265.
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