The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet

By Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Tor Wallin Andreassen, J. Weiner. 2007

462 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/7d270f94693cd6f8b3a7f21f76da0ffe59c7e973

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. J. Castañeda
2. Roland T. Rust
3. Bruce Cooil
4. Lerzan Aksoy
5. Timothy L. Keiningham
6. Claes Fornell
7. Celso Augusto de Matos
8. Tor Wallin Andreassen

In Organizational Behavior and Human Resource Management

1. J. Castañeda
2. Bruce Cooil
3. Lerzan Aksoy
4. Timothy L. Keiningham
5. Celso Augusto de Matos
6. Roland T. Rust
7. Tor Wallin Andreassen
8. A. Hiller

In Sociology and Political Science

1. J. Castañeda
2. Celso Augusto de Matos
3. Teresa Matos Fernandes
4. Barry Smyth
5. Mariana Cruz
6. C. V. Rossi
7. Roland T. Rust
8. Tor Wallin Andreassen

Citations in the corpus

• The Effect of Customer Satisfaction on Consumer Spending Growth (2010, background): “We examine the impact of customer satisfaction not only because it has been found to be the most commonly used perceptual metric by researchers and managers (Gupta and Zeithaml 2006; Keiningham et al. 2007; Zeithaml et al. 2006) but also because it is generic and universally applicable across all pr”
• Making sense of higher education: students as consumers and the value of the university experience (2014, background): “The efficacy of single-item indicators has long been challenged (e.g. Churchill 1979; Keiningham et al. 2007), though Bergkvist and Rossiter (2007) suggest these can be valid provided the attribute in question is sufficiently well described.”
• Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008, result): “Consistent with the above rationale, perceived value has been hypothesized as a predictor or a correlate of WOM in a number of studies (Durvasula et al. 2004; Gruen et al. 2006; Hartline and Jones 1996; Keiningham et al. 2007; McKee et al. 2006).”
• Coevolutionary Recommendation Model: Mutual Learning between Ratings and Reviews (2018, background): “They help customers to find what they are looking for and have been proven to drive sales and customer loyalty [18].”
• Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars (2016, background): “Customer experience also drives word-of-mouth referrals (Kenningham et al., 2007; Tung and Ritchie, 2011) and loyalty (Lemke et al.”
• The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty (2011, background): “Keiningham, Cooil, Aksoy, Andreassen, and Weiner (2007 ) found that customers' loyalty-based behaviors are multidimensional; they caution both practitioners and researchers that translating customers' loyalty attitudes into customers' loyalty behaviors can be particularly challenging.”
• Relationship Between Customer Satisfaction and Loyalty on the Internet (2011, methodology): “The scale has been adapted and extended to accommodate the context to which it is going to be applied in this study, drawing on the contributions from Bhattacherjee (2001), Keiningham et al. (2007) , Lee and Overby (2004), Mathwick (2002), Methlie and Nysveen (1999) and Srinivasan et al. (2002) (se”
• A Longitudinal Examination of Net Promoter and Firm Revenue Growth (2007, background): “Furthermore, it appears that Morgan and Rego misunderstood the data fields from which they calculated Net Promoter (Keiningham et al. 2007).”