Voice of the customer

By Brad Wardman, Lisa Kelly, M. Weideman. 2013 APWG eCrime Researchers Summit, 2013

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Reexamining the Market Share–Customer Satisfaction Relationship (2013, background): “However, the limited empirical evidence does not generally support a significant positive relationship between customer satisfaction and market share (Anderson, Fornell, and Lehmann 1994; Fornell 1995; Griffin and Hauser 1993).”
Advertising Creativity: The Role of Divergence Versus Meaningfulness (2014, unknown): “We also note potential multicollinearity concerns (Griffin and Hauser 1993).”
Situating and Constructing Diversity in Semi-Structured Interviews (2015, background): “In marketing research, Griffin and Hauser (1993) note that an N of 20-30 reduces the possibility of “missing” a minority opinion.”
Consumer activity in social media: Managerial approaches to consumers' social media behavior (2011, methodology): “A diary method was used to capture the voice of the customer (Griffin & Hauser, 1993; Bolger, Davis & Rafaeli, 2003).”
Comparing focus groups and individual interviews: findings from a randomized study (2017, background): “…at least one of their analyses on the number of items (framed as problems, issues, needs, factors, etc.) generated in each context (Aldag & Tinsley, 1994; Coenen, Stamm, Stucki, & Cieza, 2012; deJong & Schellens, 1998; Fern, 1982; Griffin & Hauser, 1993; Heary & Hennessy, 2006; Rat et al., 2007).”