Strengthening the Satisfaction-Profit Chain

By E. Anderson, Vikas Mittal. 2000

1,680 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/c371c8770747199ecf78868cf1110d847a18b5d6

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In Management Information Systems

In Organizational Behavior and Human Resource Management

In Social Psychology

Citations in the corpus

What Is the True Value of a Lost Customer? (2003, background): “…some of the claims about the link between customer retention and profitability have been challenged recently (Dowling and Uncles 1997; Reinartz and Kumar 2000), there is a general consensus that preventing customer defections is a sound business strategy (Anderson and Mittal 2000; Zeithaml 2000).”
An investigation of the cross-national determinants of customer satisfaction (2011, background): “…Mittal and Kamakura 2001), positive wordof-mouth (Anderson 1998; Parasuraman et al. 1988, 1991), and financial performance (Anderson and Fornell 1994; Anderson et al. 1994, 1997; Anderson and Mittal 2000; Bernhardt et al. 2000; Fornell et al. 1996; Keiningham et al. 1999; Rust and Zahorik 1993).”
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007, background): “Most models of satisfaction and loyalty tend to view the relationship among metrics as being hierarchical (for example, Anderson and Mittal, 2000; Heskett et al., 1994; Parasuraman et al., 1988; Rust et al., 1995).”
Enhancing importance‐performance analysis (2006, methodology): “The latter two attribute types corresponds to what Anderson and Mittal (2000) calls “satisfaction maintaining” and “satisfaction enhancing” attributes.”
Asymmetric relationship between attribute performance and customer satisfaction: A new perspective (2010, background): “Substantial empirical evidence indicates that the relationship between attribute performance and CS is inconsistent and varies in its strength and direction (Anderson and Mittal, 2000; Johnston et al., 1990; Johnston, 1995; Mersha and Adhlaka, 1992).”
Relationship Quality and Purchase Intention and Behavior: The Moderating Impact of Relationship Strength (2010, background): “Satisfied customers build trust and commitment; develop more positive intentions and then purchase more from the company ( Anderson and Mittal 2000 ).”
Integrating the Kano Model and QFD for Designing New Products (2007, background): “ Anderson & Mittal (2000) make an extensive literature review exploring the connection of individual attribute performance, customer satisfaction, customer loyalty and companies’ profit.”
Curvilinear Effects of User-Generated Content on Hotels’ Market Share (2013, background): “For instance, Anderson and Mittal (2000) argue in favor of a nonlinear relationship between satisfaction and retention, which, if not accounted for, would “seriously overestimate the impact of satisfaction” (p.”
Destination Benchmarking: An Indicator-System’s Potential for Exploring Guest Satisfaction (2004, background): “…number of researchers have begun to tackle problems of service quality perception using a multifactor structure of customer satisfaction (Maddox 1981; Kano 1984; Brandt 1987; Cadotte and Turgeon 1988; Silvestro and Johnston 1990; Johnston 1995; Anderson and Mittal 2000; Matzler and Sauerwein 2002).”
Importance-performance analysis revisited: the role of the factor structure of customer satisfaction (2003, background): “Some leading researchers into customer satisfaction [e.g. Anderson and Mittal, 2000, Oliver, 1997, Johnston, 1995], as well as popular authors, consultants and practitioners, share this view [Vavra, 1997, Deschamps and Nayak, 1995, Gale, 1994, Dutka, 1993, Shiba, Graham and Walden, 1993].”
Creating consumer durable retailer customer loyalty through order fulfillment service operations (2008, result): “This implies that satisfaction has to be high enough to encourage behavioral loyalty, or low enough to diminish it, and failing to account for asymmetric and non-linear relationships may lead to inconclusive and contradictory empirical findings (Anderson and Mittal, 2000).”