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The Antecedents and Consequences of Customer Satisfaction for Firms

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  1. Shin, Bongsik & Lee, Sanghoon & Lee, Ho Geun, 2016. "Examining an extended duality perspective regarding success conditions of IT service," International Journal of Information Management, Elsevier, vol. 36(2), pages 226-239.
  2. Bolton, R.N. & Lemo, K.N. & Verhoef, P.C., 2002. "The Theoretical Underpinnings of Customer Asset Management," ERIM Report Series Research in Management ERS-2002-80-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  3. Zheyin (Jane) Gu & Yunchuan Liu, 2018. "Why would a big retailer refuse to collaborate on manufacturer SPIFF programs?," Quantitative Marketing and Economics (QME), Springer, vol. 16(4), pages 441-472, December.
  4. 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.
  5. Vinita Kaura & Chalasani S. Durga Prasad & Sourabh Sharma, 2014. "Impact of Service Quality, Service Convenience and Perceived Price Fairness on Customer Satisfaction in Indian Retail Banking Sector," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 39(2), pages 127-139, May.
  6. Re, Beatrice & Magnani, Giovanna, 2022. "Value co-creation in circular entrepreneurship: An exploratory study on born circular SMEs," Journal of Business Research, Elsevier, vol. 147(C), pages 189-207.
  7. Maysam Molaee & Reza Ansari & Hadi Teimuori, 2013. "Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 3(3), pages 1-9, July.
  8. Wolfgang Messner, 2021. "Empirically assessing noisy necessary conditions with activation functions," Computational Management Science, Springer, vol. 18(1), pages 1-23, January.
  9. Carlos Ferro-Soto & Luz Amparo Macías-Quintana & Paula Vázquez-Rodríguez, 2018. "Effect of Stakeholders-Oriented Behavior on the Performance of Sustainable Business," Sustainability, MDPI, vol. 10(12), pages 1-27, December.
  10. Hu, Ye & Li, Xinxin, 2011. "Context-Dependent Product Evaluations: An Empirical Analysis of Internet Book Reviews," Journal of Interactive Marketing, Elsevier, vol. 25(3), pages 123-133.
  11. 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.
  12. Park, Chang Hee & Yoon, Tae Jung, 2022. "The dark side of up-selling promotions: Evidence from an analysis of cross-brand purchase behavior☆," Journal of Retailing, Elsevier, vol. 98(4), pages 647-666.
  13. Jolley, Bill & Mizerski, Richard & Olaru, Doina, 2006. "How habit and satisfaction affects player retention for online gambling," Journal of Business Research, Elsevier, vol. 59(6), pages 770-777, June.
  14. Xu Guan & Yulan Wang & Zelong Yi & Ying‐Ju Chen, 2020. "Inducing Consumer Online Reviews Via Disclosure," Production and Operations Management, Production and Operations Management Society, vol. 29(8), pages 1956-1971, August.
  15. Goode, Sigi & Lin, Chinho & Fernandez, Walter & Jiang, James J., 2014. "Exploring two explanations of loyalty in application service provision," European Journal of Operational Research, Elsevier, vol. 237(2), pages 649-657.
  16. Afshari, Hamid & Searcy, Cory & Jaber, Mohamad Y., 2020. "The role of eco-innovation drivers in promoting additive manufacturing in supply chains," International Journal of Production Economics, Elsevier, vol. 223(C).
  17. Chatterjee, Swagato & Goyal, Divesh & Prakash, Atul & Sharma, Jiwan, 2021. "Exploring healthcare/health-product ecommerce satisfaction: A text mining and machine learning application," Journal of Business Research, Elsevier, vol. 131(C), pages 815-825.
  18. Gerrit Antonides & Lies Hovestadt, 2021. "Product Attributes, Evaluability, and Consumer Satisfaction," Sustainability, MDPI, vol. 13(22), pages 1-20, November.
  19. Guo, Lin & Xiao, Jing Jian & Tang, Chuanyi, 2009. "Understanding the psychological process underlying customer satisfaction and retention in a relational service," Journal of Business Research, Elsevier, vol. 62(11), pages 1152-1159, November.
  20. Khondker Mohammad Zobair & Louis Sanzogni & Luke Houghton & Md Zahidul Islam, 2021. "Forecasting care seekers satisfaction with telemedicine using machine learning and structural equation modeling," PLOS ONE, Public Library of Science, vol. 16(9), pages 1-31, September.
  21. Yunji Moon & Deborah J. Armstrong, 2020. "Service quality factors affecting customer attitudes in online-to-offline commerce," Information Systems and e-Business Management, Springer, vol. 18(1), pages 1-34, March.
  22. Steven M. Shugan, 2008. "Editorial—Introduction to the Special Classics Issue," Marketing Science, INFORMS, vol. 27(1), pages 9-11, 01-02.
  23. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
  24. Philipp Afèche & Mojtaba Araghi & Opher Baron, 2017. "Customer Acquisition, Retention, and Service Access Quality: Optimal Advertising, Capacity Level, and Capacity Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 674-691, October.
  25. Tao-Hung LIN, 2017. "Service innovation, experience marketing, and post-purchase behavior: The case of Team working in a direct marketing organization," Journal of Social and Administrative Sciences, KSP Journals, vol. 4(3), pages 273-282, September.
  26. Yu-Shan Lin, 2017. "Causal complexity for passengers’ intentions to re-ride," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(5), pages 1925-1937, September.
  27. Sangeeta Arora & Neha, 2016. "Determinants of Customer-based Brand Equity: A Study of Public and Private Banks," Global Business Review, International Management Institute, vol. 17(4), pages 905-920, August.
  28. Fatima, Johra Kayeser & Di Mascio, Rita, 2018. "Reversing the dependency-trust relationship in B2C services," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 1-10.
  29. Doniyor Azuizkulov, 2013. "Country of origin and brand loyalty on cosmetic products among Universiti Utara Malaysia students," Economic Analysis Working Papers (2002-2010). Atlantic Review of Economics (2011-2016), Colexio de Economistas de A Coruña, Spain and Fundación Una Galicia Moderna, vol. 2, pages 1-1, December.
  30. O'Loughlin, Christina & Coenders, Germà, 2002. "Application of the European Customer Satisfaction Index to Postal Services. Structural Equation Models versus Partial Least Squares," Working Papers of the Department of Economics, University of Girona 4, Department of Economics, University of Girona.
  31. Khan, Kamran & Hameed, Irfan, 2017. "The mediation of customer satisfaction and moderation of Price: Evidence from the generation Y users of cell phones," MPRA Paper 91773, University Library of Munich, Germany.
  32. Jaiswal, A. K. & Niraj, Rakesh, 2007. "Examining the Nonlinear Effects in Satisfaction-Loyalty-Behavioral Intentions Model," IIMA Working Papers WP2007-11-01, Indian Institute of Management Ahmedabad, Research and Publication Department.
  33. Jeffrey D. Shulman & Marcus Cunha & Julian K. Saint Clair, 2015. "Consumer Uncertainty and Purchase Decision Reversals: Theory and Evidence," Marketing Science, INFORMS, vol. 34(4), pages 590-605, July.
  34. Din Jong & Yafen Tseng & Tzongsong Wang, 2022. "Accessing the Influence of User Relationship Bonds on Continuance Intention in Livestream E-Commerce," Sustainability, MDPI, vol. 14(10), pages 1-19, May.
  35. Koos, Shelby E. & Shaikh, Nazrul I., 2019. "Dynamics of consumers' dissatisfaction due to stock-outs," International Journal of Production Economics, Elsevier, vol. 208(C), pages 461-471.
  36. Celik, Erkan & Bilisik, Ozge Nalan & Erdogan, Melike & Gumus, Alev Taskin & Baracli, Hayri, 2013. "An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 28-51.
  37. Jahanzaib Ali & Abul Mannan & Khalil Ahmad, 2015. "Determinants of retail service quality – an empirical evidence from Pakistan," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 4(1), pages 35-42, March.
  38. Antonides, G. & Verhoef, P.C., 2000. "Consumer Perception and Evaluation of Waiting Time," ERIM Report Series Research in Management ERS-2000-35-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  39. Ahmed Tolba & Iman Seoudi & Hakim Meshreki & Mamdouh Shimy, 2015. "Effect Of Justice In Complaint Handling On Customer Loyalty: Evidence From Egypt," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 9(3), pages 1-14.
  40. van der Wiele, A. & Boselie, J.P.P.E.F. & Hesselink, M., 2001. "Empirical Evidence for the Relation between Customer Satisfaction and Business Performance," ERIM Report Series Research in Management ERS-2001-32-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  41. Gaby Odekerken-Schröder & Bloemer Josée, 2002. "Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in a Health-Care Context," Research Memorandum 078, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  42. Wendy W. Moe & David A. Schweidel, 2012. "Online Product Opinions: Incidence, Evaluation, and Evolution," Marketing Science, INFORMS, vol. 31(3), pages 372-386, May.
  43. Su-Chang Chen & Kuo Cheng Chung & Ming Yueh Tsai, 2019. "How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction—The SOR Model," Sustainability, MDPI, vol. 11(22), pages 1-16, November.
  44. Gürtler, Marc & Hartmann, Nora, 2003. "Behavioral dividend policy," Working Papers FW04V1, Technische Universität Braunschweig, Institute of Finance.
  45. Mandy Loh & Maisarah Ahmad & Suhaila Abdul Kadir & Syed Shah Alam, 2015. "Influence Of Customer Values And Self-Image Congruity On Customer Behavior-Based Crm Performance," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 23-44, May.
  46. Xiang Hui & Tobias J. Klein & Konrad Stahl, 2021. "When and Why Do Buyers Rate in Online Markets?," CRC TR 224 Discussion Paper Series crctr224_2021_267v1, University of Bonn and University of Mannheim, Germany.
  47. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
  48. Annabell Franz & Christian Schaper & Achim Spiller & Ludwig Theuvsen, 2010. "Geschäftsbeziehungen zwischen Landwirten und Lohnunternehmen: Ergebnisse einer empirischen Analyse," Journal of Socio-Economics in Agriculture (Until 2015: Yearbook of Socioeconomics in Agriculture), Swiss Society for Agricultural Economics and Rural Sociology, vol. 3(1), pages 195-230.
  49. Rizomyliotis, Ioannis & Kastanakis, Minas N. & Giovanis, Apostolos & Konstantoulaki, Kleopatra & Kostopoulos, Ioannis, 2022. "“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment," Journal of Business Research, Elsevier, vol. 153(C), pages 329-340.
  50. Yili Hong & Chong (Alex) Wang & Paul A. Pavlou, 2016. "Comparing Open and Sealed Bid Auctions: Evidence from Online Labor Markets," Information Systems Research, INFORMS, vol. 27(1), pages 49-69, March.
  51. Mukhopadhyay, Soumya & Chung, Tuck Siong, 2016. "Preference instability, consumption and online rating behavior," International Journal of Research in Marketing, Elsevier, vol. 33(3), pages 624-638.
  52. Ajay Kalra & Mengze Shi & Kannan Srinivasan, 2003. "Salesforce Compensation Scheme and Consumer Inferences," Management Science, INFORMS, vol. 49(5), pages 655-672, May.
  53. Noor Ul Hadi & Nadia Aslam & Amir Gulzar, 2019. "Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry," Sustainability, MDPI, vol. 11(8), pages 1-17, April.
  54. Mair, Johanna, 2002. "Value creation through entrepreneurial activity: A multiple constituency approach," IESE Research Papers D/468, IESE Business School.
  55. Syed Muhammad Fazal-e-Hasan & Hormoz Ahmadi & Louise Kelly & Ian N. Lings, 2019. "The role of brand innovativeness and customer hope in developing online repurchase intentions," Journal of Brand Management, Palgrave Macmillan, vol. 26(2), pages 85-98, March.
  56. Mahmoud ABDEL HAMID SALEH & Abdulrahman ALTHONAYAN & Ayman ALHABIB & Essa ALRASHEEDI & Ghafar ALQAHTANI, 2015. "Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia," Expert Journal of Marketing, Sprint Investify, vol. 3(2), pages 62-72.
  57. Elizabeth Han & Dezhi Yin & Han Zhang, 2023. "Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?," Information Systems Research, INFORMS, vol. 34(3), pages 1296-1311, September.
  58. Aiolfi Simone & Edoardo Sabbadin, 2017. "The New Paradigm of the Omnichannel Retailing: Key Drivers, New Challenges and Potential Outcomes Resulting from the Adoption of an Omnichannel Approach," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(1), pages 1-85, December.
  59. Carnevale, Marina & Hadi, Rhonda & Luna, David & Pogacar, Ruth, 2023. "Follow your nose when it sounds right: How brand names influence consumer responses to product scents," Journal of Business Research, Elsevier, vol. 157(C).
  60. Nur Hafifa Iswati Ishak, 2017. "Concept Paper: Customer Satisfaction in Malaysian Takaful Industry," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(3), pages 380-391, March.
  61. Yifan He & Wenfang Lin & Justas Streimikis, 2019. "Linking Corporate Social Responsibility with Reputation and Brand of the Firm," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 21(51), pages 422-422.
  62. Puligadda, Sanjay & Ross, William T. & Chen, Jinjie & Howlett, Elizabeth, 2012. "When loyalties clash purchase behavior when a preferred brand is stocked out: The tradeoff between brand and store loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 19(6), pages 570-577.
  63. Ryoo, Juyoun & Jeon, Jin Q. & Lee, Cheolwoo, 2016. "Do marketing activities enhance firm value? Evidence from M&A transactions," European Management Journal, Elsevier, vol. 34(3), pages 243-257.
  64. Wenli Zou, Lili & Kin (Bennett) Yim, Chi & Wa Chan, Kimmy, 2022. "How firms can create delightful customer experience? Contrasting roles of future reward uncertainty," Journal of Business Research, Elsevier, vol. 147(C), pages 477-490.
  65. Guan, Xu & Wang, Yulan, 2022. "Quality disclosure in a competitive environment with consumer’s elation and disappointment," Omega, Elsevier, vol. 108(C).
  66. Eric Oduro & Francis O. Boachie-Mensah & Gloria K. Q. Agyapong, 2018. "Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(3), pages 101-101, August.
  67. Angulo-Ruiz, Fernando & Pergelova, Albena & Cheben, Juraj & Angulo-Altamirano, Eladio, 2016. "A cross-country study of marketing effectiveness in high-credence services," Journal of Business Research, Elsevier, vol. 69(9), pages 3636-3644.
  68. Rajaguru, Rajesh, 2016. "Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 114-122.
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  70. Lei Huang, 2017. "Birds of a feather: a normative model of assessing consumers’ satisfaction in a generalized expectation–disconfirmation paradigm," Journal of Marketing Analytics, Palgrave Macmillan, vol. 5(1), pages 5-13, March.
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  72. Brühl, Johanna & Smith, Grant & Visser, Martine, 2019. "Simple is good: Redesigning utility bills to reduce complexity and increase understanding," Utilities Policy, Elsevier, vol. 60(C), pages 1-1.
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  74. Andre Carrel & Raja Sengupta & Joan L. Walker, 2017. "The San Francisco Travel Quality Study: tracking trials and tribulations of a transit taker," Transportation, Springer, vol. 44(4), pages 643-679, July.
  75. Eurico, Sofia & Valle, Patrícia & Silva, João Albino & Marques, Catarina, 2012. "Segmenting Graduate Consumers of Higher Education in Tourism: An Extension of the ECSI Model," Spatial and Organizational Dynamics Discussion Papers 2012-7, CIEO-Research Centre for Spatial and Organizational Dynamics, University of Algarve.
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  78. Anyanwu Hilary Chinedu & Sharifah Azizah Haron & Syuhaily Osman & Hilary Faith Hayatu, 2021. "Dissatisfaction and Profile of Dissatisfied Consumers: A Case Study of Mobile Telecommunication Network Consumers in Nigeria," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(5), pages 155-155, July.
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  81. Stefano Castriota, 2018. "Does Excellence Pay Off? Evidence from the Wine Market," BEMPS - Bozen Economics & Management Paper Series BEMPS49, Faculty of Economics and Management at the Free University of Bozen.
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  83. Frank, Björn & Herbas Torrico, Boris & Enkawa, Takao & Schvaneveldt, Shane J., 2014. "Affect versus Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience," Journal of Retailing, Elsevier, vol. 90(4), pages 567-586.
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  102. Diwas KC & Tongil Kim, 2022. "Impact of universal healthcare on patient choice and quality of care," Production and Operations Management, Production and Operations Management Society, vol. 31(5), pages 2167-2184, May.
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  109. Chuah, Stephanie Hui-Wen & Marimuthu, Malliga & Kandampully, Jay & Bilgihan, Anil, 2017. "What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 124-136.
  110. Lukasz Skowron & Marcin Gąsior & Monika Sak-Skowron, 2020. "The Impact of a Time Gap on the Process of Building a Sustainable Relationship between Employee and Customer Satisfaction," Sustainability, MDPI, vol. 12(18), pages 1-17, September.
  111. Kaspars Naglis-Liepa & Liga Paula & Lana Janmere & Dace Kaufmane & Liga Proskina, 2022. "Local Food Development Perspectives in Latvia: A Value-Oriented View," Sustainability, MDPI, vol. 14(5), pages 1-30, February.
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