The Antecedents and Consequences of Customer Satisfaction for Firms
This research investigates the antecedents and consequences of customer satisfaction. We develop a model to link explicitly the antecedents and consequences of satisfaction in a...
Publications
3 shownCustomer Satisfaction, Market Share, and Profitability: Findings from Sweden
Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to que...
Customer Satisfaction and Word of Mouth
Do dissatisfied customers engage in more or less word of mouth than satisfied customers? There is theoretical and empirical support for both possibilities. To better understand ...
Frequent Co-Authors
Researcher Info
- h-index
- 3
- Publications
- 3
- Citations
- 11,173
- Institution
- University of Michigan
External Links
Impact Metrics
h-index
3
h-index: Number of publications with at least h citations each.