The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark

By A. Martensen, Lars Grønholdt, Kai Kristensen. 2000

290 citations recorded by the source corpus.

Subfields: Management Information Systems, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/3277d9c0853457adbaa7fb4a86560c016906099d

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In Management Information Systems

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The role of emotional satisfaction in service encounters (2004, background): “satisfaction (Kristensen et al., 1999; Martensen et al., 2000).”
A cross-industry comparison of customer satisfaction (2006, methodology): “, 2000), and that customer expectations have negligible impact on the formation of satisfaction (Martensen et al., 2000).”
Antecedents of consumers’ Halal brand purchase intention: an integrated approach (2018, background): “To be brief, past studies have examined the direct association between perceived quality and satisfaction, and have reported that perceived quality does have a direct effect on consumers’ satisfaction (e.g. Kristensen et al., 1999; Llusar et al., 2001, p. 721; Martensen et al., 2000).”
The importance of institutional image to student satisfaction and loyalty within higher education (2009, methodology): “A research model was developed that was most closely based upon the ECSI, or European Customer Satisfaction Index (Cassel and Eklof 2001; European Organisation for Quality 2001; Kristensen et al. 2000; Martensen, Gronholdt and Kristensen 2000 ), but that was also strongly influenced by work from Cr”
Green product quality, green corporate image, green customer satisfaction, and green customer loyalty (2010, background): “Therefore, customer loyalty involved a positive attitude toward the firm’s product or service, followed by favorable behavior that leads to buying it and recommending it to others (Backman and Compton, 1991; Martensen et al., 2000).”
Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions (2001, background): “There are other customer behaviour variables, such as loyalty (Labarbera & Mazursky, 1983; Martensen et al., 2000; Newman & Werbel, 1973; Rust & Zaliouk, 1993) or recommendation of the company to other customers (Boulding et al., 1993; Parasuraman et al., 1996), which have also been used for…”