Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us

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dc.citation.firstpage171en_US
dc.citation.issueNumber2en_US
dc.citation.journalTitleMarketing Lettersen_US
dc.citation.lastpage187en_US
dc.citation.volumeNumber34en_US
dc.contributor.authorMittal, Vikasen_US
dc.contributor.authorHan, Kyuhongen_US
dc.contributor.authorFrennea, Carlyen_US
dc.contributor.authorBlut, Markusen_US
dc.contributor.authorShaik, Muzeeben_US
dc.contributor.authorBosukonda, Narendraen_US
dc.contributor.authorSridhar, Shriharien_US
dc.date.accessioned2023-07-21T16:14:03Zen_US
dc.date.available2023-07-21T16:14:03Zen_US
dc.date.issued2023en_US
dc.description.abstractThe authors synthesize research on the relationship of customer satisfaction with customer- and firm-level outcomes using a meta-analysis based on 535 correlations from 245 articles representing a combined sample size of 1,160,982. The results show a positive association of customer satisfaction with customer-level outcomes (retention, WOM, spending, and price) and firm-level outcomes (product-market, accounting, and financial-market performance). A moderator analysis shows the association varies due to many contextual factors and measurement characteristics. The results have important theoretical and managerial implications.en_US
dc.identifier.citationMittal, Vikas, Han, Kyuhong, Frennea, Carly, et al.. "Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us." <i>Marketing Letters,</i> 34, no. 2 (2023) Springer Nature: 171-187. https://doi.org/10.1007/s11002-023-09671-w.en_US
dc.identifier.digitals11002-023-09671-wen_US
dc.identifier.doihttps://doi.org/10.1007/s11002-023-09671-wen_US
dc.identifier.urihttps://hdl.handle.net/1911/115012en_US
dc.language.isoengen_US
dc.publisherSpringer Natureen_US
dc.rightsExcept where otherwise noted, this work is licensed under a Creative Commons Attribution (CC BY) license.  Permission to reuse, publish, or reproduce the work beyond the terms of the license or beyond the bounds of Fair Use or other exemptions to copyright law must be obtained from the copyright holder.en_US
dc.rights.urihttps://creativecommons.org/licenses/by/4.0/en_US
dc.titleCustomer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells usen_US
dc.typeJournal articleen_US
dc.type.dcmiTexten_US
dc.type.publicationpublisher versionen_US
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