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Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction

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Cited by:

  1. Junran Wu & Ke Xu & Jichang Zhao, 2019. "Online reviews can predict long-term returns of individual stocks," Papers 1905.03189, arXiv.org.
  2. Bügel, Marnix S. & Verhoef, Peter C. & Buunk, Abraham P., 2011. "Customer intimacy and commitment to relationships with firms in five different sectors: Preliminary evidence," Journal of Retailing and Consumer Services, Elsevier, vol. 18(4), pages 247-258.
  3. 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.
  4. Ju-Yeon Lee & Shrihari Sridhar & Conor M. Henderson & Robert W. Palmatier, 2015. "Effect of Customer-Centric Structure on Long-Term Financial Performance," Marketing Science, INFORMS, vol. 34(2), pages 250-268, March.
  5. Youngtak M. Kim & John R. Busenbark & Seung-Hwan Jeong & Son K. Lam, 2022. "The performance impact of marketing dualities: a response surface approach to resolving empirical challenges," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 915-940, September.
  6. Daniel Côté & Adil Belhouari, 2009. "Loyauté Et Performance: Une Analyse Empirique Dans Un Réseau Coopératif Bancaire," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 80(2), pages 315-344, June.
  7. Manisha Mathur, 2022. "Who pulls the strings: firm strategy or firm environment in controlling firm risk?," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(4), pages 341-359, December.
  8. Rust, Roland T. & Espinoza, Francine, 2006. "How technology advances influence business research and marketing strategy," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1072-1078, October.
  9. Dorota Korenkiewicz & Wolfgang Maennig, 2023. "Women on a Corporate Board of Directors and Consumer Satisfaction," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 14(4), pages 3904-3928, December.
  10. Ahmed Khwaja & Nathan Yang, 2022. "Quantifying the link between employee engagement, and customer satisfaction and retention in the car rental industry," Quantitative Marketing and Economics (QME), Springer, vol. 20(3), pages 275-292, September.
  11. 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.
  12. Om Narasimhan & Surendra Rajiv & Shantanu Dutta, 2006. "Absorptive Capacity in High-Technology Markets: The Competitive Advantage of the Haves," Marketing Science, INFORMS, vol. 25(5), pages 510-524, September.
  13. Lun, Y.H. Venus & Shang, Kuo-chung & Lai, Kee-hung & Cheng, T.C.E., 2016. "Examining the influence of organizational capability in innovative business operations and the mediation of profitability on customer satisfaction: An application in intermodal transport operators in ," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 179-188.
  14. Steven M. Shugan, 2007. "The Editor's Secrets," Marketing Science, INFORMS, vol. 26(5), pages 589-595, 09-10.
  15. Anna Torres & Josep A. Tribó, 2007. "Ownership structure, customer satisfaction and brand equity," Economics Working Papers 1016, Department of Economics and Business, Universitat Pompeu Fabra, revised Jun 2007.
  16. Niket Jindal & Leigh McAlister, 2015. "The Impacts of Advertising Assets and R&D Assets on Reducing Bankruptcy Risk," Marketing Science, INFORMS, vol. 34(4), pages 555-572, July.
  17. Salvi, Antonio & Giakoumelou, Anastasia & Bertinetti, Giorgio Stefano, 2021. "CSR in the bond market: Pricing stakeholders and the moderating role of the institutional context," Global Finance Journal, Elsevier, vol. 50(C).
  18. Sunil Gupta & Valarie Zeithaml, 2006. "Customer Metrics and Their Impact on Financial Performance," Marketing Science, INFORMS, vol. 25(6), pages 718-739, 11-12.
  19. Guenther, Miriam & Guenther, Peter, 2021. "The complex firm financial effects of customer satisfaction improvements," International Journal of Research in Marketing, Elsevier, vol. 38(3), pages 639-662.
  20. Cruz-Cázares, Claudio & Bayona-Sáez, Cristina & García-Marco, Teresa, 2013. "You can’t manage right what you can’t measure well: Technological innovation efficiency," Research Policy, Elsevier, vol. 42(6), pages 1239-1250.
  21. Lim, Leon Gim & Tuli, Kapil R. & Dekimpe, Marnik G., 2018. "Investors' evaluations of price-increase preannouncements," International Journal of Research in Marketing, Elsevier, vol. 35(3), pages 359-377.
  22. Bayer, Emanuel & Srinivasan, Shuba & Riedl, Edward J. & Skiera, Bernd, 2020. "The impact of online display advertising and paid search advertising relative to offline advertising on firm performance and firm value," International Journal of Research in Marketing, Elsevier, vol. 37(4), pages 789-804.
  23. Gerard J. Tellis & Joseph Johnson, 2007. "The Value of Quality," Marketing Science, INFORMS, vol. 26(6), pages 758-773, 11-12.
  24. Gaan, Niharika & Shin, Yuhyung, 2023. "Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  25. Roland T. Rust & Ming-Hui Huang, 2014. "The Service Revolution and the Transformation of Marketing Science," Marketing Science, INFORMS, vol. 33(2), pages 206-221, March.
  26. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
  27. Torres, Anna & Tribó, Josep A., 2011. "Customer satisfaction and brand equity," Journal of Business Research, Elsevier, vol. 64(10), pages 1089-1096, October.
  28. Steven M. Shugan, 2006. "Editorial: Who Is Afraid to Give Freedom of Speech to Marketing Folks?," Marketing Science, INFORMS, vol. 25(5), pages 403-410, September.
  29. Annette Ptok & Rupinder P. Jindal & Werner J. Reinartz, 2018. "Selling, general, and administrative expense (SGA)-based metrics in marketing: conceptual and measurement challenges," Journal of the Academy of Marketing Science, Springer, vol. 46(6), pages 987-1011, November.
  30. 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.
  31. Vikas Mittal & Lawrence Feick & Feisal Murshed, 2008. "Publish and Prosper: The Financial Impact of Publishing by Marketing Faculty," Marketing Science, INFORMS, vol. 27(3), pages 430-442, 05-06.
  32. Shanling Li & Jennifer Shang & Sandra A. Slaughter, 2010. "Why Do Software Firms Fail? Capabilities, Competitive Actions, and Firm Survival in the Software Industry from 1995 to 2007," Information Systems Research, INFORMS, vol. 21(3), pages 631-654, September.
  33. Patterson, Paul & Yu, Ting & Kimpakorn, Narumon, 2014. "Killing two birds with one stone: Cross-selling during service delivery," Journal of Business Research, Elsevier, vol. 67(9), pages 1944-1952.
  34. Aleksandar Grubor & Nikola Milićević & Nenad Djokic, 2016. "The Effect of Inventory Level on Product Availability and Sale," Prague Economic Papers, Prague University of Economics and Business, vol. 2016(2), pages 221-233.
  35. Pradeep Kumar Mohanty & N. Senthil Kumar, 2017. "Measuring farmer’s satisfaction and brand loyalty toward Indian fertilizer brands using DEA," Journal of Brand Management, Palgrave Macmillan, vol. 24(5), pages 467-488, October.
  36. Jin, Ying & Su, Meng, 2009. "Recommendation and repurchase intention thresholds: A joint heterogeneity response estimation," International Journal of Research in Marketing, Elsevier, vol. 26(3), pages 245-255.
  37. Neil Thomas Bendle & Moeen Naseer Butt, 2018. "The Misuse of Accounting-Based Approximations of Tobin’s q in a World of Market-Based Assets," Marketing Science, INFORMS, vol. 37(3), pages 484-504, May.
  38. Agarwal, Manoj K. & Ma, Zecong & Park, Chang Hee & Zheng, Yilong, 2022. "The impact of a manufacturer’s financial liquidity on its market strategies and pricing and promotion decisions in retail grocery markets," Journal of Business Research, Elsevier, vol. 142(C), pages 844-857.
  39. 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.
  40. Inman, J. Jeffrey & Nikolova, Hristina, 2017. "Shopper-Facing Retail Technology: A Retailer Adoption Decision Framework Incorporating Shopper Attitudes and Privacy Concerns," Journal of Retailing, Elsevier, vol. 93(1), pages 7-28.
  41. Ringle, Christian M., 2006. "Segmentation for path models and unobserved heterogeneity: The finite mixture partial least squares approach," MPRA Paper 10734, University Library of Munich, Germany.
  42. Byun, Kyung-Ah & Hong, JungHwa & William James, Kevin, 2023. "When does a goal-appeal match affect consumer satisfaction? Examining the work and play context," Journal of Business Research, Elsevier, vol. 158(C).
  43. Ulrich Wassmer & Sali Li & Anoop Madhok, 2017. "Resource ambidexterity through alliance portfolios and firm performance," Strategic Management Journal, Wiley Blackwell, vol. 38(2), pages 384-394, February.
  44. 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.
  45. 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.
  46. Daniel H. Simon & Miguel I. Gómez & Edward W. McLaughlin & Dick R. Wittink, 2009. "Employee attitudes, customer satisfaction, and sales performance: assessing the linkages in US grocery stores," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 30(1), pages 27-41.
  47. 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.
  48. Tuli, Kapil R. & Mukherjee, Anirban & Dekimpe, Marnik G., 2012. "On the Value Relevance of Retailer Advertising Spending and Same-store Sales Growth," Journal of Retailing, Elsevier, vol. 88(4), pages 447-461.
  49. 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.
  50. Feng, Zhi-Yuan & Wang, Ming-Long & Huang, Hua-Wei, 2015. "Equity Financing and Social Responsibility: Further International Evidence," The International Journal of Accounting, Elsevier, vol. 50(3), pages 247-280.
  51. Yuxin Chen & Jinhong Xie, 2007. "Cross-Market Network Effect with Asymmetric Customer Loyalty: Implications for Competitive Advantage," Marketing Science, INFORMS, vol. 26(1), pages 52-66, 01-02.
  52. Robert W. Palmatier & Srinath Gopalakrishna & Mark B. Houston, 2006. "Returns on Business-to-Business Relationship Marketing Investments: Strategies for Leveraging Profits," Marketing Science, INFORMS, vol. 25(5), pages 477-493, September.
  53. Steven M. Shugan, 2007. ": Does Good Marketing Cause Bad Unemployment?," Marketing Science, INFORMS, vol. 26(1), pages 1-17, 01-02.
  54. Puertas, Rosa & Marti, Luisa & Guaita-Martinez, José M., 2020. "Innovation, lifestyle, policy and socioeconomic factors: An analysis of European quality of life," Technological Forecasting and Social Change, Elsevier, vol. 160(C).
  55. Kunz, Werner H. & Hogreve, Jens, 2011. "Toward a deeper understanding of service marketing: The past, the present, and the future," International Journal of Research in Marketing, Elsevier, vol. 28(3), pages 231-247.
  56. Jochen Wirtz & Valarie Zeithaml, 2018. "Cost-effective service excellence," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 59-80, January.
  57. Christof Naumzik & Stefan Feuerriegel & Markus Weinmann, 2022. "I Will Survive: Predicting Business Failures from Customer Ratings," Marketing Science, INFORMS, vol. 41(1), pages 188-207, January.
  58. Donkor, Frank & Papadopoulos, Thanos & Spiegler, Virginia, 2021. "The supply chain integration – Supply chain sustainability relationship in the UK and Ghana pharmaceutical industry: A stakeholder and contingency perspective," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 155(C).
  59. Steven M. Shugan, 2006. "Editorial—Are Consumers Rational? Experimental Evidence?," Marketing Science, INFORMS, vol. 25(1), pages 1-7, 01-02.
  60. Orr, Linda M. & Bush, Victoria D. & Vorhies, Douglas W., 2011. "Leveraging firm-level marketing capabilities with marketing employee development," Journal of Business Research, Elsevier, vol. 64(10), pages 1074-1081, October.
  61. Harman Preet Singh & Ibrahim Abdullah Alhamad, 2022. "A Novel Categorization of Key Predictive Factors Impacting Hotels’ Online Ratings: A Case of Makkah," Sustainability, MDPI, vol. 14(24), pages 1-25, December.
  62. Sabu V.G. & Manoj M., 2020. "The Effect of Employee Desire and Employee Engagement on Organizational Performance: Evidence from ICT Sector in Kerala, India," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 45(4), pages 500-518, November.
  63. Steven M. Shugan, 2006. "Editorial: Save Research—Abandon the Case Method of Teaching," Marketing Science, INFORMS, vol. 25(2), pages 109-115, 03-04.
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