Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction

By Vikas Mittal, E. Anderson, Akin Sayrak, Pandu R. Tadikamalla. 2005

372 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/95952a507536d2f2d4ebb2dbb7b9e716d11c14df

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Citations in the corpus

Service Innovativeness and Firm Value (2013, background): “Customer satisfaction is positively related to firm value (e.g., Anderson, Fornell, and Mazvancheryl 2004; Fornell et al. 2006; Gruca and Rego 2005; Mittal et al. 2005; Morgan and Rego 2006) because it increases future cash flow (Gruca and Rego 2005).”
Optimizing Service Productivity (2012, background): “If a trade-off between productivity and service quality exists, the cost savings from productivity may be offset by revenue losses from decreased customer satisfaction, given that better service quality and higher customer satisfaction lead to more customer loyalty, better customer retention, and st”
Satisfiers, Dissatisfiers, Criticals, and Neutrals: A Review of Their Relative Effects on Customer (Dis)Satisfaction (2007, background): “Consumer satisfaction is important because of its role in creating competitive advantage (Anderson and Sullivan 1993; Matzler and Hinterhuber 1998; Mittal et al. 2005), and therefore has received significant attention in the marketing literature.”
The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework (2017, background): “Improvements in internal service quality may also help cut costs and increase efficiency through the positive effect on employees’ citizenship behavior, such that internal service quality improves firm performance beyond the effect on external service quality (Mittal et al. 2005).”
Marketing and Firm Value: Metrics, Methods, Findings, and Future Directions (2009, positive): “Ittner and Larcker (1998) Anderson, Fornell, and Mazvancheryl (2004) Gruca and Rego (2005) Fornell et al. (2006); Mittal et al. (2005) Gupta and Zeithaml (2006) Luo and Bhattacharya (2006) A 5-unit increase on a 0–100 scale (roughly one standard deviation from its mean) in the ACSI was associated…”
Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses (2019, background): “However, in terms of financial performance (e.g., Mittal et al. 2005), our results suggest that HSRs benefit firms when customers purchase more expensive products and consume more.”
The Value of Quality (2007, neutral): “Investing in quality to gain a competitive advantage is a primary concern of management (Mittal et al. 2005).”
Satisfaction, Complaint, and the Stock Value Gap (2008, methodology): “In addition, because we modeled autoregressive (AR1) serial correlation with the error terms, our model accommodates some inertia in the system (Anderson, Fornell, and Mazvancheryl 2004; McAlister, Srinivasan, and Kim 2007; Mittal et al. 2005).”
Segmentation for Path Models and Unobserved Heterogeneity: The Finite Mixture Partial Least Squares Approach (2006, background): “…satisfaction has become a fundamental and well documented construct in marketing that is critical to demand and to any business's success given its importance and established relation to customer retention and corporate profitability (Anderson et al. 1994; Mittal et al. 2005; Morgan et al. 2005).”
Returns on Business-to-Business Relationship Marketing Investments: Strategies for Leveraging Profits (2006, methodology): “There is recent precedence in marketing for the use of HLM (e.g., Mittal et al. 2005) and other multilevel modeling methods (e.g., Elsner et al. 2004).”
Strategic Change Implementation and Performance Loss in the Front Lines (2007, background): “Cost containment and revenue enhancement have received attention in the marketing literature as possible strategies for organizational profitability and competitiveness (Rust, Moorman, and Dickson 2002; Mittal et al. 2005).”
Cross-Market Network Effect with Asymmetric Customer Loyalty: Implications for Competitive Advantage (2007, background): “5 In addition, loyalty can also be related to customer satisfaction (Mittal et al. 2005). Each consumer has a unit demand in the primary product market. Let k and s denote the reservation price of the loyal and non-loyal customers, respectively, where s ≤ k. Denote piP as firm i’s price in the marke”