The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance
By Neil A. Morgan, Lopo L. Rego. 2006
551 citations recorded by the source corpus.
Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/64de47383d6875f01f63799be73683201bc18b7a
How researchers see this paper
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In Information Systems and Management
- Xueming Luo
- Christian Homburg
- Sundar G. Bharadwaj
- Fiona X. Yang
- Sascha Raithel
- Claes Fornell
- Manfred Schwaiger
- Marko Sarstedt
In Marketing
- Xueming Luo
- Marko Sarstedt
- Christian Homburg
- Manfred Schwaiger
- Sascha Raithel
- Sebastian Scharf
- Sundar G. Bharadwaj
- Kapil R. Tuli
In Organizational Behavior and Human Resource Management
- Xueming Luo
- Christian Homburg
- Marko Sarstedt
- Manfred Schwaiger
- Sascha Raithel
- Sundar G. Bharadwaj
- Sebastian Scharf
- Lerzan Aksoy
Citations in the corpus
- Voice of airline passenger: A text mining approach to understand customer satisfaction (2019, background): “Managers generally rely on customer feedback both to identify future managerial goals and to monitor the performance of a firm through customer satisfaction and loyalty scores, such as Net Promoter Scores and average customer satisfaction scores (Morgan and Rego, 2006).”
- Effects of Restaurant Satisfaction and Knowledge Sharing Motivation on eWOM Intentions (2017, background): “WOM is proved to have much influence on the postpurchasing intention and is recognized as an important predictor of company service (Keiningham, Cooil, & Andreassen, 2007; Morgan & Rego, 2006; Reichheld, 2003).”
- Reexamining the Market Share–Customer Satisfaction Relationship (2013, result): “In further contrast to market share, the large and increasing body of evidence linking customer satisfaction with suppliers’ financial performance is much less controversial in terms of the nature and magnitude of the relationship (e.g., Luo, Homburg, and Wieseke 2010; Morgan and Rego 2006).”
- The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007, background): “This feedback typically is obtained through customer surveys that contain measures of satisfaction, repurchase intention, and word-of-mouth intention (Morgan and Rego, 2006).”
- Reflections on the replication corner: In praise of conceptual replications (2015, background): “A conceptual replication Mogilner and Aaker (2009), J. Consumer Research Extended from field to lab, tested treatment interactions with demographic background variables Orazi and Pizzetti (2015) Revisiting fear appeals: A structural re-Inquiry of the protection motivation model Johnston and Warkenti”