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Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services

Citations

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Cited by:

  1. Jeremy S. Wolter & Dora Bock & Jeremy Mackey & Pei Xu & Jeffery S. Smith, 2019. "Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions," Journal of the Academy of Marketing Science, Springer, vol. 47(5), pages 815-836, September.
  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. José G. VARGAS-HERNà NDEZ, & Jésica J. RAMOS-HERNà NDEZ, 2016. "Organizational Development Action: Induction Program," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 5(2), pages 1-13, July.
  4. Li, Dong, 2020. "When less is more: Recovery technology investment and segmentation for uptime-centered services," European Journal of Operational Research, Elsevier, vol. 286(1), pages 267-281.
  5. Terpstra, Maarten & Verbeeten, Frank H.M., 2014. "Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry," European Management Journal, Elsevier, vol. 32(3), pages 499-508.
  6. Ndubisi, Nelson Oly, 2012. "Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector," Journal of Business Research, Elsevier, vol. 65(4), pages 537-546.
  7. Luria Gil & Gal Iddo & Yagil Dana, 2015. "Spending more time with the customer: service-providers’ behavioral discretion and call-center operations," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 427-443, September.
  8. Houston, Lawrence & Grandey, Alicia A. & Sawyer, Katina, 2018. "Who cares if “service with a smile” is authentic? An expectancy-based model of customer race and differential service reactions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 85-96.
  9. Anselmsson, Johan & Bondesson, Niklas, 2015. "Brand value chain in practise; the relationship between mindset and market performance metrics: A study of the Swedish market for FMCG," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 58-70.
  10. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.
  11. Groot, L.C.M., 2001. "Environmental uncertainty, corporate strategy, performance measurement and the creation of economic value," Serie Research Memoranda 013a, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
  12. Rachel R. Chen & Eitan Gerstner & Yinghui (Catherine) Yang, 2009. "—Should Captive Sardines Be Compensated? Serving Customers in a Confined Zone," Marketing Science, INFORMS, vol. 28(3), pages 599-608, 05-06.
  13. Hwang, Johye & Gao, Long & Jang, Wooseung, 2010. "Joint demand and capacity management in a restaurant system," European Journal of Operational Research, Elsevier, vol. 207(1), pages 465-472, November.
  14. Ana Olavarría-Jaraba & Jesús J. Cambra-Fierro & Edgar Centeno & Rosario Vázquez-Carrasco, 2018. "Analyzing relationship quality and its contribution to consumer relationship proneness," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 641-661, December.
  15. Fafaliou, Irene & Zervopoulos, Panagiotis, 2014. "Strategy in practice: a quantitative approach to target setting," MPRA Paper 54054, University Library of Munich, Germany.
  16. Zhou, Kevin Zheng & Brown, James R. & Dev, Chekitan S., 2009. "Market orientation, competitive advantage, and performance: A demand-based perspective," Journal of Business Research, Elsevier, vol. 62(11), pages 1063-1070, November.
  17. 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.
  18. Sandhya Joshi, 2011. "Relationship between Service Quality and Behavioural Consequences in Telecom Sector (A Study of Telecom Service Providers of Chandigarh, Panchkula and Mohali)," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 96-101, September.
  19. Mair, Johanna, 2002. "Value creation through entrepreneurial activity: A multiple constituency approach," IESE Research Papers D/468, IESE Business School.
  20. 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.
  21. Angulo-Ruiz, Fernando & Donthu, Naveen & Prior, Diego & Rialp, Josep, 2018. "How does marketing capability impact abnormal stock returns? The mediating role of growth," Journal of Business Research, Elsevier, vol. 82(C), pages 19-30.
  22. Chun-Hung (Hugo) Tang & Ji-Eun Lee, 2014. "Employee satisfaction and long-run shareholder returns," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1167-1183, October.
  23. Ryan W. Buell & Dennis Campbell & Frances X. Frei, 2016. "How Do Customers Respond to Increased Service Quality Competition?," Manufacturing & Service Operations Management, INFORMS, vol. 18(4), pages 585-607, October.
  24. Ruth N. Bolton & Katherine N. Lemon & Matthew D. Bramlett, 2006. "The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers," Management Science, INFORMS, vol. 52(12), pages 1811-1823, December.
  25. Lewin, Jeffrey E. & Biemans, Wim & Ulaga, Wolfgang, 2010. "Firm downsizing and satisfaction among United States and European customers," Journal of Business Research, Elsevier, vol. 63(7), pages 697-706, July.
  26. Matthieu Crozet & Emmanuel Milet, 2017. "Should everybody be in services? The effect of servitization on manufacturing firm performance," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 26(4), pages 820-841, December.
  27. Ana B. Casado & Francisco J. Mas & Ricardo Sellers, 2004. "Third-Party Complaints And Firm Performance: An Application In Spanish Banking," Working Papers. Serie EC 2004-01, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
  28. Syed Shah Alam & Vijayesvaran Arumugam & Noor Gani Mohd Nor & Pushpa Kaliappan & Lee Sze Fang, 2013. "Relationships between Innovation Capabilities, Business Performance, Marketing Performance and Financial Performance: A Literature Review," Business and Management Horizons, Macrothink Institute, vol. 1(1), pages 59-73, June.
  29. 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, Open Access Journal, vol. 13(1), pages 1-16, December.
  30. Mansour Abdullah Alyahya & Elsayed Mohamed & Raphaël Akamavi & Ibrahim A. Elshaer & Alaa M. S. Azzaz, 2020. "Can Cognitive Capital Sustain Customer Satisfaction? The Mediating Effects of Employee Self-Efficacy," Journal of Open Innovation: Technology, Market, and Complexity, MDPI, Open Access Journal, vol. 6(4), pages 1-29, December.
  31. Dalia Streimikiene & Aida Navikaite & Vytis Varanavicius, 2016. "Company s Value Creation Via Customer Satisfaction and Environmental Sustainability Influence," Montenegrin Journal of Economics, Economic Laboratory for Transition Research (ELIT), vol. 12(4), pages 19-28.
  32. Junaid-ul-haq Junaid-ul-haq & Saqib Mehmood, 2011. "The Influence of Customer Orientation on Customer Relationship in Telecom Services," Information Management and Business Review, AMH International, vol. 3(4), pages 222-227.
  33. Zhang, Jason Q. & Craciun, Georgiana & Shin, Dongwoo, 2010. "When does electronic word-of-mouth matter? A study of consumer product reviews," Journal of Business Research, Elsevier, vol. 63(12), pages 1336-1341, December.
  34. Zervopoulos, Panagiotis D. & Brisimi, Theodora S. & Emrouznejad, Ali & Cheng, Gang, 2016. "Performance measurement with multiple interrelated variables and threshold target levels: Evidence from retail firms in the US," European Journal of Operational Research, Elsevier, vol. 250(1), pages 262-272.
  35. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
  36. Simon, Daniel H. & Gomez, Miguel I., 2005. "The Competitive Causes and Consequences of Customer Satisfaction," 2005 Annual meeting, July 24-27, Providence, RI 19371, American Agricultural Economics Association (New Name 2008: Agricultural and Applied Economics Association).
  37. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
  38. Sharma, Arun & Sheth, Jagdish N., 2004. "Web-based marketing: The coming revolution in marketing thought and strategy," Journal of Business Research, Elsevier, vol. 57(7), pages 696-702, July.
  39. Chenhall, Robert H., 2005. "Integrative strategic performance measurement systems, strategic alignment of manufacturing, learning and strategic outcomes: an exploratory study," Accounting, Organizations and Society, Elsevier, vol. 30(5), pages 395-422, July.
  40. Faiz Muhammad Khuwaja & Hasnizam Bin Shaari & Lily Julienti Abu Bakar, 2017. "Market Orientation: An important Consideration for Higher Education of Pakistan," 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(4), pages 419-436, April.
  41. Prasad, Acklesh & Green, Peter & Heales, Jon, 2012. "On IT governance structures and their effectiveness in collaborative organizational structures," International Journal of Accounting Information Systems, Elsevier, vol. 13(3), pages 199-220.
  42. Zeynep Ton, 2008. "The Effect of Labor on Profitability: The Role of Quality," Harvard Business School Working Papers 09-040, Harvard Business School, revised Jul 2009.
  43. Bolton, Ruth & Saxena-Iyer, Shruti, 2009. "Interactive Services: A Framework, Synthesis and Research Directions," Journal of Interactive Marketing, Elsevier, vol. 23(1), pages 91-104.
  44. Blut, Markus & Chowdhry, Nivriti & Mittal, Vikas & Brock, Christian, 2015. "E-Service Quality: A Meta-Analytic Review," Journal of Retailing, Elsevier, vol. 91(4), pages 679-700.
  45. 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.
  46. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
  47. Homburg, Christian & Kuehnl, Christina, 2014. "Is the more always better? A comparative study of internal and external integration practices in new product and new service development," Journal of Business Research, Elsevier, vol. 67(7), pages 1360-1367.
  48. Paulo B. Goes & Noyan Ilk & Mingfeng Lin & J. Leon Zhao, 2018. "When More Is Less: Field Evidence on Unintended Consequences of Multitasking," Management Science, INFORMS, vol. 64(7), pages 3033-3054, July.
  49. chew, Weisheng, 2018. "Performance and risk: logistics and transportation company in Malaysia," MPRA Paper 86868, University Library of Munich, Germany, revised 21 May 2018.
  50. Jin, Liyin & He, Yanqun & Song, Haiyan, 2012. "Service customization: To upgrade or to downgrade? An investigation of how option framing affects tourists’ choice of package-tour services," Tourism Management, Elsevier, vol. 33(2), pages 266-275.
  51. Prasad, Acklesh & Heales, Jon & Green, Peter, 2010. "A capabilities-based approach to obtaining a deeper understanding of information technology governance effectiveness: Evidence from IT steering committees," International Journal of Accounting Information Systems, Elsevier, vol. 11(3), pages 214-232.
  52. Bozga Liviu, 2015. "Information Technology And The Company Performance In The Sector Of Services," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 0, pages 127-133, July.
  53. Huang, Ming-Hui & Trusov, Michael, 2020. "Customer satisfaction underappreciation: The relation of customer satisfaction to CEO compensation," International Journal of Research in Marketing, Elsevier, vol. 37(1), pages 129-150.
  54. Yuan-shuh Lii, 2009. "A model of customer e-loyalty in the online banking," Economics Bulletin, AccessEcon, vol. 29(2), pages 891-902.
  55. Rosa Chun, 2019. "How Virtuous Global Firms Say They Are: A Content Analysis of Ethical Values," Journal of Business Ethics, Springer, vol. 155(1), pages 57-73, March.
  56. Steven, Adams B. & Dong, Yan & Dresner, Martin, 2012. "Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 48(4), pages 743-754.
  57. Wei-Tsong Wang & Wen-Hung Chang, 2014. "A study of virtual product consumption from the expectancy disconfirmation and symbolic consumption perspectives," Information Systems Frontiers, Springer, vol. 16(5), pages 887-908, November.
  58. Sinan Aral & Peter Weill, 2007. "IT Assets, Organizational Capabilities, and Firm Performance: How Resource Allocations and Organizational Differences Explain Performance Variation," Organization Science, INFORMS, vol. 18(5), pages 763-780, October.
  59. Ullah, Irfan & Rukh, Gul & Zhou, Jin & Khan, Farman Ullah & Ahmed, Zeeshan, 2019. "Modeling customer satisfaction in online hotel booking," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 100-104.
  60. Hsiu-Hua Chang & Long-Chuan Lu, 2019. "Actively Persuading Consumers to Enact Ethical Behaviors in Retailing: The Influence of Relational Benefits and Corporate Associates," Journal of Business Ethics, Springer, vol. 156(2), pages 399-416, May.
  61. Muhammad Naeem Anjum & Bi Xiuchun & Jaffar Abbas & Zhang Shuguang, 2017. "Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1338842-133, January.
  62. David M. Pooser & Mark J. Browne, 2018. "The Effects of Customer Satisfaction on Company Profitability: Evidence From the Property and Casualty Insurance Industry," Risk Management and Insurance Review, American Risk and Insurance Association, vol. 21(2), pages 289-308, September.
  63. Nguyen Dang Tuan, Minh & Nguyen Thanh, Nhan & Le Tuan, Loc, 2019. "Applying a mindfulness-based reliability strategy to the Internet of Things in healthcare – A business model in the Vietnamese market," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 54-68.
  64. J. Andrew Petersen & V. Kumar & Yolanda Polo & F. Javier Sese, 2018. "Unlocking the power of marketing: understanding the links between customer mindset metrics, behavior, and profitability," Journal of the Academy of Marketing Science, Springer, vol. 46(5), pages 813-836, September.
  65. Ambrož Milan & Praprotnik Martina, 2008. "Organisational Effectiveness and Customer Satisfaction," Organizacija, Sciendo, vol. 41(5), pages 161-173, September.
  66. Marco Arraya, 2016. "Resource categories and performance in Portuguese non-profit sports clubs," Brazilian Business Review, Fucape Business School, vol. 13(Special I), pages 80-101, November.
  67. 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.
  68. Zoran Kalinic & Veljko Marinkovic, 2016. "Determinants of users’ intention to adopt m-commerce: an empirical analysis," Information Systems and e-Business Management, Springer, vol. 14(2), pages 367-387, May.
  69. 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.
  70. Ming-Hui Huang & Roland T. Rust, 2017. "Technology-driven service strategy," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 906-924, November.
  71. Fonseca Jaime R. S. & Ramos Rosária M. P. & Santos Ana M. P. & Fonseca Ana P. S. S., 2015. "Policy Effects on the Quality of Public Health Care: Evaluating Portuguese Public Hospitals’ Quality through Customers’ Views," Central European Journal of Public Policy, Sciendo, vol. 9(2), pages 122-131, December.
  72. repec:spr:eurasi:v:4:y:2014:i:1:p:89-106 is not listed on IDEAS
  73. Nikos Tsikriktsis, 2007. "The Effect of Operational Performance and Focus on Profitability: A Longitudinal Study of the U.S. Airline Industry," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 506-517, April.
  74. Eger, Ludvík & MiÄ Ã­k, Michal, 2017. "Customer-oriented communication in retail and Net Promoter Score," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 142-149.
  75. Lee, C.K.M. & Ng, K.K.H. & Chan, Hing Kai & Choy, K.L. & Tai, W.C. & Choi, L.S., 2018. "A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong," Journal of Air Transport Management, Elsevier, vol. 73(C), pages 46-57.
  76. Fernando F. Suarez & Michael A. Cusumano & Steven J. Kahl, 2013. "Services and the Business Models of Product Firms: An Empirical Analysis of the Software Industry," Management Science, INFORMS, vol. 59(2), pages 420-435, November.
  77. Neil A. Morgan & Lopo Leotte Rego, 2006. "The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance," Marketing Science, INFORMS, vol. 25(5), pages 426-439, September.
  78. Dobmeier, Mirjam, 2016. "Understanding and managing service productivity: A literature review," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 9(1), pages 518-540.
  79. Rust, Roland T. & Moorman, Christine & van Beuningen, Jacqueline, 2016. "Quality mental model convergence and business performance," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 155-171.
  80. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
  81. Dong, Songting & Ding, Min & Grewal, Rajdeep & Zhao, Ping, 2011. "Functional forms of the satisfaction–loyalty relationship," International Journal of Research in Marketing, Elsevier, vol. 28(1), pages 38-50.
  82. Johnson, Michael D. & Herrmann, Andreas & Gustafsson, Anders, 2002. "Comparing customer satisfaction across industries and countries," Journal of Economic Psychology, Elsevier, vol. 23(6), pages 749-769, December.
  83. Jun Ye & Beibei Dong & Ju-Yeon Lee, 2017. "The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context," Marketing Letters, Springer, vol. 28(4), pages 551-564, December.
  84. Sheth, Jagdish N. & Sisodia, Rajendra S., 2002. "Marketing productivity: issues and analysis," Journal of Business Research, Elsevier, vol. 55(5), pages 349-362, May.
  85. Viitamo, Esa, 2014. "Service productivity, technology and organization - Converting theory to praxis," ETLA Working Papers 26, The Research Institute of the Finnish Economy.
  86. Herbert Dawid & Reinhold Decker & Thomas Hermann & Hermann Jahnke & Wilhelm Klat & Rolf König & Christian Stummer, 2017. "Management science in the era of smart consumer products: challenges and research perspectives," Central European Journal of Operations Research, Springer;Slovak Society for Operations Research;Hungarian Operational Research Society;Czech Society for Operations Research;Österr. Gesellschaft für Operations Research (ÖGOR);Slovenian Society Informatika - Section for Operational Research;Croatian Operational Research Society, vol. 25(1), pages 203-230, March.
  87. Jason Kuruzovich & Siva Viswanathan & Ritu Agarwal & Sanjay Gosain & Scott Weitzman, 2008. "Marketspace or Marketplace? Online Information Search and Channel Outcomes in Auto Retailing," Information Systems Research, INFORMS, vol. 19(2), pages 182-201, June.
  88. Liu, Xiaohong & Zeng, Xianyi & Xu, Yang & Koehl, Ludovic, 2008. "A fuzzy model of customer satisfaction index in e-commerce," Mathematics and Computers in Simulation (MATCOM), Elsevier, vol. 77(5), pages 512-521.
  89. Alberto de la Calle & Inmaculada Freije & Aitor Oyarbide, 2021. "Digital Product–Service Innovation and Sustainability: A Multiple-Case Study in the Capital Goods Industry," Sustainability, MDPI, Open Access Journal, vol. 13(11), pages 1-29, June.
  90. Elisabeth Albertini & Fabienne Berger-Remy, 2019. "Intellectual Capital and Financial Performance: A Meta-Analysis and Research Agenda," Post-Print hal-02139763, HAL.
  91. Saeidi, Sayedeh Parastoo & Sofian, Saudah & Saeidi, Parvaneh & Saeidi, Sayyedeh Parisa & Saaeidi, Seyyed Alireza, 2015. "How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction," Journal of Business Research, Elsevier, vol. 68(2), pages 341-350.
  92. Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
  93. Tasneem F. Alfalah, 2017. "Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction?," International Review of Management and Marketing, Econjournals, vol. 7(3), pages 121-125.
  94. Freiesleben, Johannes, 2010. "Proposing a new approach to discussing economic effects of design quality," International Journal of Production Economics, Elsevier, vol. 124(2), pages 348-359, April.
  95. Meyer, Tracy, 2008. "Experience-based aspects of shopping attitudes: The roles of norms and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 15(4), pages 324-333.
  96. Sunil Mithas & M. S. Krishnan & Claes Fornell, 2016. "Research Note—Information Technology, Customer Satisfaction, and Profit: Theory and Evidence," Information Systems Research, INFORMS, vol. 27(1), pages 166-181, March.
  97. Ad de Jong & Ko de Ruyter & Martin Wetzels, 2005. "Antecedents and Consequences of Group Potency: A Study of Self-Managing Service Teams," Management Science, INFORMS, vol. 51(11), pages 1610-1625, November.
  98. Leischnig, Alexander & Kasper-Brauer, Kati & Thornton, Sabrina C., 2018. "Spotlight on customization: An analysis of necessity and sufficiency in services," Journal of Business Research, Elsevier, vol. 89(C), pages 385-390.
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  100. Turunen, Taija & Finne, Max, 2014. "The organisational environment’s impact on the servitization of manufacturers," European Management Journal, Elsevier, vol. 32(4), pages 603-615.
  101. Huang, Ming-Hui & Dev, Chekitan S., 2020. "Growing the service brand," International Journal of Research in Marketing, Elsevier, vol. 37(2), pages 281-300.
  102. Volker Kuppelwieser & Merlin Simpson & Gabriel Chiummo, 2013. "1 + 1 does not always equal value creation: The case of YouTube," Marketing Letters, Springer, vol. 24(3), pages 311-321, September.
  103. Zhao, Y. Lisa & Di Benedetto, C. Anthony, 2013. "Designing service quality to survive: Empirical evidence from Chinese new ventures," Journal of Business Research, Elsevier, vol. 66(8), pages 1098-1107.
  104. Hallak, Juan Carlos & Sivadasan, Jagadeesh, 2013. "Product and process productivity: Implications for quality choice and conditional exporter premia," Journal of International Economics, Elsevier, vol. 91(1), pages 53-67.
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  106. Sunil Gupta & Valarie Zeithaml, 2006. "Customer Metrics and Their Impact on Financial Performance," Marketing Science, INFORMS, vol. 25(6), pages 718-739, 11-12.
  107. Adina Bărbulescu Robinson & Kapil R. Tuli & Ajay K. Kohli, 2015. "Does Brand Licensing Increase a Licensor's Shareholder Value?," Management Science, INFORMS, vol. 61(6), pages 1436-1455, June.
  108. Che-Ha, Norbani & Mavondo, Felix T. & Mohd-Said, Saad, 2014. "Performance or learning goal orientation: Implications for business performance," Journal of Business Research, Elsevier, vol. 67(1), pages 2811-2820.
  109. 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.
  110. van Riel, A.C.R. & Liljander, V.M. & Lemmink, J.G.A.M. & Streukens, A.C.P., 2003. "Boost customer loyalty with online support: the case of mobile telecoms providers," Research Memorandum 014, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  111. Verhagen, Tibert & Boter, Jaap, 2005. "The importance of website content in online purchasing across different types of products," Serie Research Memoranda 0010, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
  112. Behnam, Mohsen & Hollebeek, Linda D. & Clark, Moira K. & Farabi, Reza, 2021. "Exploring customer engagement in the product vs. service context," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  113. Stavrou, Eleni T. & Charalambous, Christakis & Spiliotis, Stelios, 2007. "Human resource management and performance: A neural network analysis," European Journal of Operational Research, Elsevier, vol. 181(1), pages 453-467, August.
  114. Rajiv D. Banker & Raj Mashruwala, 2007. "The Moderating Role of Competition in the Relationship between Nonfinancial Measures and Future Financial Performance," Contemporary Accounting Research, John Wiley & Sons, vol. 24(3), pages 763-793, September.
  115. Jochen Wirtz & Valarie Zeithaml, 2018. "Cost-effective service excellence," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 59-80, January.
  116. Anuj Kumar & Rahul Telang, 2011. "Product Customization and Customer Service Costs: An Empirical Analysis," Manufacturing & Service Operations Management, INFORMS, vol. 13(3), pages 347-360, July.
  117. Jeremy Galbreath & Paul Shum, 2012. "Do customer satisfaction and reputation mediate the CSR–FP link? Evidence from Australia," Australian Journal of Management, Australian School of Business, vol. 37(2), pages 211-229, August.
  118. Rust, Roland T., 2020. "The future of marketing," International Journal of Research in Marketing, Elsevier, vol. 37(1), pages 15-26.
  119. Marc-Arthur Diaye & Nathalie Greenan & Sanja Pekovic, 2014. "Sharing the " fame " of ISO standard adoption : quality supply chain effects evidence [Partager la « réputation » de la certification qualité : l’identification d’un effet de chaîne d’app," Post-Print halshs-01362467, HAL.
  120. Robert Jacobson & Natalie Mizik, 2009. "—Customer Satisfaction-Based Mispricing: Issues and Misconceptions," Marketing Science, INFORMS, vol. 28(5), pages 836-845, 09-10.
  121. Gouda, Sirish Kumar & Jonnalagedda, Sreelata & Saranga, Haritha, 2016. "Design for the environment: Impact of regulatory policies on product development," European Journal of Operational Research, Elsevier, vol. 248(2), pages 558-570.
  122. Cecilia SILVESTRI, 2014. "Quality And Customer Satisfaction: Relationships And Dynamics. A Case Study," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 4(1), pages 5-21, March.
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