A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics

By Bruce Cooil, Timothy L. Keiningham, Lerzan Aksoy, Michael Hsu. 2007

745 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/55297410fd28773d5acbd85cfbaa5673edc38692

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Understanding Customer Switching Behavior in a Liberalizing Service Market (2007, background): “Similar to Cooil et al. (2007), we emphasize the importance of estimating models that consciously account for heterogeneity; in our case, with this consideration, R2 improves substantially, and we find insightful segments, such as a large inertia segment and the small disloyal segment.”
The moderator effects of perceived risk, objective knowledge and certainty in the satisfaction–loyalty relationship (2011, background): “…in the introduction, subjective knowledge as market expertise is suggested as a moderator in the satisfaction-loyalty relationship in some studies (Cooil et al., 2007; Evanschitzky and Wunderlich, 2006; Tuu and Olsen, 2009), in which higher knowledge often leads to a lower predictive power of…”
Critical Incidents and the Impact of Satisfaction on Customer Share (2008, background): “, Oliver 1980), recent research has focused on the relationship between customer satisfaction and customer loyalty (e.g., Bolton and Lemon 1999; Cooil et al. 2007; Mittal, Kumar, and Tsiros 1999).”
Opportunities for Innovation in the Delivery of Interactive Retail Services (2010, background): “Also, the length of the customer–firm relationship moderates the effect of satisfaction on customer retention and customer share or share of wallet (Cooil et al. 2007; Verhoef 2003).”
Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research (2010, background): “Similarly, researchers have found that demographic variables, such as income, gender, and education, moderate the link between satisfaction and customer behavior (Cooil et al. 2007).”
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007, background): “Cooil et al. (2006) demonstrate the importance of segmenting customers based upon their characteristics when attempting to link customer perceptions to customer behaviors, as they have been found to moderate this relationship.”
How Often Versus How Long (2009, neutral): “2006) and despite the recognition that relationships evolve through an incremental process of time and encounters (altman and Taylor 1973; Cooil et al. 2007).”
Assessing the outcomes of Generation‐Y customers' loyalty (2009, background): “Studies have shown that customer bonding and share of wallet are closely linked ( Cooil et al. , 2007”
Decoding Customer–Firm Relationships: How Attachment Styles Help Explain Customers' Preferences for Closeness, Repurchase Intentions, and Changes in Relationship Breadth (2013, methodology): “Finally, we controlled for critical incidents (claims and complaints; Smith and Bolton 1998) and demographics (age, education, income, and gender; Cooil et al. 2007).”