Neglected Outcomes of Customer Satisfaction

By Xueming Luo, Christian Homburg. 2007

534 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/8436b4f2570ef9d736c7a5c60c303ddb03816673

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

On the value relevance of customer satisfaction. Multiple drivers and multiple markets (2012, background): “In general terms, customer satisfaction triggers positive customer outcomes such as customer loyalty, customer retention, cross-buying activity, price tolerance, word of mouth, and recommendation behavior (e.g., Anderson et al. 2004; Fornell et al. 2006; Gruca and Rego 2005; Luo 2007; 2009; Luo and ”
Customer Satisfaction and Stock Returns Risk (2009, unknown): “As such, this study complements prior literature that investigates customer satisfaction’s impact on stock returns (Morgan and Rego 2006), its attitudinal benefits (Homburg, Koschate, and Hoyer 2005), and organizational outcomes (Luo and Homburg 2007).”
Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, background): “Customer satisfaction is a central construct in marketing research (Luo and Homburg, 2007) and widely studied in services marketing (e.g., Noone et al. , 2009).”
Satisfaction, Complaint, and the Stock Value Gap (2008, background): “8 The larger this parameter, the wider is the gap between the firm’s actual and optimal market value (Aigner, Lovell, and Schmidt 1977; Habib and Ljungqvist 2005; Luo and Homburg 2007).”
Destination loyalty: Effects of wine tourists’ experiences, memories, and satisfaction on intentions (2013, background): “Intention is regarded as the motivation necessary to engage in a particular behavior (Lam and Hsu, 2004), and consumer intention is an important predictor in forecasting sales and customer loyalty (Luo and Homburg, 2007; March and Woodside, 2005).”
Does Advertising Spending Influence Media Coverage of the Advertiser? (2009, background): “Under these circumstances, a major question that arises is, To what extent are media outlets neutral in the coverage and recommendations of their advertisers’ products? Although a large body of literature in marketing on advertising has demonstrated the myriad effects of advertising on sales (Leone ”
Consumer Negative Voice and Firm-Idiosyncratic Stock Returns (2007, unknown): “…this is more significant than when other dimensions of negative voice are included Consumer Negative Voice and Stock Returns / 85 12For technical details of the Granger causality model, consult Granger (1969), Hamilton (1994, pp. 304–305), and Luo and Homburg (2007). in the function (p < .05).”
Revisiting the smiling service worker and customer satisfaction (2008, background): “Introduction Customer satisfaction has emerged as a key variable in many firms, and it has been shown to affect many other performance-related variables (Luo and Homburg, 2007).”
The impact of government financial support on the performance of new firms: the role of competitive advantage as an intermediate outcome (2014, methodology): “Studies in other disciplines such as marketing and new product development have used the Tobit regression method when the dependent variable is censored (e.g. Datar et al. 1997; Luo and Homburg 2007).”