The Scope and Persistence of Mere-Measurement Effects: Evidence from a Field Study of Customer Satisfaction Measurement

By Utpal M. Dholakia, Vicki G. Morwitz. 2002

149 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/bd0789cb10dd16ff6af50ab453fb6ebf34997d84

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. Lauren G. Block
2. Vicki G. Morwitz
3. Andrew Halpern-Manners
4. John Robert Warren
5. Gavan J. Fitzsimons
6. David E. Sprott
7. Patti Y. Williams
8. Eric R. Spangenberg

In Organizational Behavior and Human Resource Management

1. Lauren G. Block
2. Andrew Halpern-Manners
3. John Robert Warren
4. Gavan J. Fitzsimons
5. David E. Sprott
6. Vicki G. Morwitz
7. Eric R. Spangenberg
8. Ann L. McGill

In Sociology and Political Science

1. Vicki G. Morwitz
2. Gavan J. Fitzsimons
3. Andrew Halpern-Manners
4. John Robert Warren
5. Lauren G. Block
6. Patti Y. Williams
7. David E. Sprott
8. Eric R. Spangenberg

Citations in the corpus

• Customer Metrics and Their Impact on Financial Performance (2006, unknown): “For this reason, who were asked their satisfaction satisfaction were shown to be more profitable than those who were not asked (P. Dholakia and Morwitz 2002).”
• The question–behavior effect: What we know and where we go from here (2006, background): “Dholakia and Morwitz (2002) found that the positive effects of responding to a satisfaction survey on customer behavior increased for several months after the survey, and persisted for months after that.”
• Panel Conditioning in Longitudinal Social Science Surveys (2012, background): “…studied the effect of measuring a person’s intended or forecasted behaviors on their actual behaviors (e.g., Borle et al. 2007; Chandon et al. 2005; Dholakia and Morwitz 2002; Feldman and Lynch 1988; Fitzsimons and Williams 2000; Janiszewski and Chandon 2007; Morwitz 2005; Sherman 1980;…”