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

被引：0
作者：
Vikas Mittal
Kyuhong Han
Carly Frennea
Markus Blut
Muzeeb Shaik
Narendra Bosukonda
Shrihari Sridhar
机构：
[1] Rice University,Jones Graduate School of Business
[2] Korea University,Korea University Business School
[3] Nike Inc.,North America Consumer Insights & Analytics
[4] Durham University,Durham University Business School
[5] Indiana University,Kelley School of Business
[6] Texas A&M University,Mays Business School
来源：
Marketing Letters | 2023年 / 34卷
关键词：
Customer satisfaction; Retention; Word of mouth; Financial performance; Meta-analysis;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
The 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.
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页码：171 / 187
页数：16
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