Does customer satisfaction lead to profitability

By Timothy L. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy, D. Estrin. 2005

121 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/1dbc7d447c80cb0fbf7a01d8ea2543363c43fcd3

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Bruce Cooil
2. Lerzan Aksoy
3. Timothy L. Keiningham
4. Tor Wallin Andreassen
5. J. Castañeda
6. Chanaka Jayawardhena
7. C. Ranaweera
8. Ruth N. Bolton

In Organizational Behavior and Human Resource Management

1. Bruce Cooil
2. Lerzan Aksoy
3. Timothy L. Keiningham
4. Tor Wallin Andreassen
5. J. Castañeda
6. C. Ranaweera
7. Chanaka Jayawardhena
8. Ruth N. Bolton

Citations in the corpus

• The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007, background): “She is the co-author of the book Loyalty Myths (with Keiningham et al., 2005) by John Wiley and Sons.”
• A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics (2007, background): “Early research supports the suggested link between satisfaction and share of wallet (Baumann, Burton, and Elliott 2005; Bowman and Narayandas 2004; Keiningham, Perkins-Munn, et al. 2005; Keiningham, Perkins-Munn, and Evans 2003; Perkins-Munn et al. 2005; Silvestro and Cross 2000).”