Customer satisfaction and retail sales performance: an empirical investigation

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Fear of failure as a mediator of the relationship between obstacles and nascent entrepreneurial activity—An experimental approach ☆ (2017, background): “Being unable to satisfy customer needs manifests itself in low or declining demand for the firm's products or services—that is, low or declining sales (Gómez et al., 2004).”
The effects of customer acquisition and retention orientations on a firm’s radical and incremental innovation performance (2011, neutral): “In contrast, researchers suggest that across a wide range of product and service categories, the most important customer retention driver remains customer satisfaction (e.g., Fornell et al. 1996; Gomez et al. 2004; Verhoef 2003).”
Examining mediating role of attitudinal loyalty and nonlinear effects in satisfaction‐behavioral intentions relationship (2011, background): “In contrast, Gómez et al. (2004) show that sales performance, which is directly driven by repurchase behavior, displays decreasing sensitivity to satisfaction.”
New insights in the moderating effect of switching costs on the satisfaction-repurchase behavior link (2014, background): “Todays’ retailers direct substantial marketing resources toward improving customer satisfaction (e.g., Gómez, McLaughlin, and Wittink 2004).”