Customer Metrics and Their Impact on Financial Performance

By Sunil Gupta, V. Zeithaml. 2006

1,002 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/bc18269f7f99d928cc22f2e7afdff19a3573da83

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Citations in the corpus

The service quality-satisfaction link revisited: exploring asymmetries and dynamics (2010, background): “A service provider’s capability of converting satisfaction assets into profitable outputs is an aspect gaining increased importance (Gupta and Zeithaml 2006).”
Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty (2011, background): “It is one of the most commonly used customer-oriented metrics by managers because of its generic nature and its universal measurability for all the types of products and services ( Gupta and Zeithaml, 2006”
Customer Complaints and Recovery Effectiveness: A Customer Base Approach (2014, background): “In contrast, many prior purchases should reduce the likelihood of churn after a purchase because they signal satisfaction with the company (e.g., Cooil et al. 2007; Gupta and Zeithaml 2006), and many good experiences increase trust and decrease perceived risk of future purchasing (Rust et al. 1999).”
Satisfaction, Complaint, and the Stock Value Gap (2008, background): “This should make complaint less harmful in influencing the customer–profit chain (Gupta and Zeithaml 2006).”
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007, background): “Enhancing customer loyalty has become a popular topic for managers, consultants, and academics.”
Service Quality and Customer Satisfaction: An Empirical Investigation in Indian Mobile Telecommunications Services (2008, background): “More and more satisfaction studies are now using the overall evaluation of satisfaction concept which develops over all the experiences a customer has with the firm (Gupta and Zeithaml 2006).”
When and why do customer solutions pay off in business markets? (2017, neutral): “…product manufacturing, and tangible product features to maximizing the value created by the solutions offer (Srivastava et al. 1999; Ulaga and Eggert 2006); it also requires changing from arm’s-length negotiations and price haggling to value co-creation (Gupta and Zeithaml 2006; Tuli et al. 2010).”
The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage (2009, positive): “…and customer behavior, we are addressing a call for research to understand how cross-buying activities may develop over time and how customer perceptions may influence and relate to cross-buying (Bolton, Lemon, and Verhoef 2004; Bowman and Narayandas 2001; Gupta and Zeithaml 2006; Verhoef 2003).”
Order in Product Customization Decisions: Evidence from Field Experiments (2010, background): “…because customert(71) p 2.66 p p .01 satisfaction is related to stock price and financial performance measures such as return on investment (Gupta and Zeithaml 2006), and firms spend considerable financial resources on surveying satisfaction and using it as an input to corporate decisions.”