The Effect of Customer Satisfaction on Consumer Spending Growth

By Claes Fornell, Roland T. Rust, Marnik G. Dekimpe. 2010

278 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/dcb683863f5ec6551c83bc39c6bb0fba803c9d59

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Should Ad Spending Increase or Decrease before a Recall Announcement? The Marketing–Finance Interface in Product-Harm Crisis Management (2015, background): “…does not live up to customers’ expectations (e.g., on its perceived quality), customer satisfaction is lower (Cardozo 1965), which further lowers customers’ willingness to pay and decreases the likelihood of future purchases (Fornell, Rust, and Dekimpe 2010; Homburg, Koschate, and Hoyer 2005).”
Customer Satisfaction, Analyst Stock Recommendations, and Firm Value (2010, methodology): “Because the ACSI offers satisfaction data quarterly for each company once a year (Fornell, Rust, and Dekimpe 2010; Tuli and Bharadwaj 2009), we needed a careful mechanism to merge ACSI data with I/B/E/S, CRSP, and COMPUSTAT data quarter by quarter.”
Tourist risk perceptions and revisit intention: A critical review of literature (2017, result): “These findings are also consistent with prior research that emphasized the importance of customer satisfaction particularly in risky circumstances with other antecedents as a determinant of frequent purchase intention (Anderson & Mansi, 2009; Fornell et al., 2010).”
How does product program innovativeness affect customer satisfaction? A comparison of goods and services (2011, background): “Product program innovativeness (e.g., Atuahene-Gima 1996; Hauser et al. 2006) and customer satisfaction mainly appear in two separate streams in marketing research (e.g., Fornell et al. 2010; Homburg and Stock 2004, 2005; Stock 2005; Tuli and Bharadway 2009).”
The Value of Rapid Delivery in Omnichannel Retailing (2019, background): “Various studies have also demonstrated the financial impact of improved service quality and customer satisfaction (Fornell, Rust, and Dekimpe 2010; Li, Sun, and Wilcox 2005) as well as customers’ sensitivities to both positive and negative service quality variability (Gijsenberg, Van Heerde, and…”
Optimizing Service Productivity (2012, background): “…and stronger market performance (e.g., Anderson, Fornell, and Lehmann 1994; Anderson, Fornell, and Mazvancheryl 2004; Fornell et al. 2006; Fornell, Rust, and Dekimpe 2010; Gruca and Rego 2005; Homburg, Koschate, and Hoyer 2005; Keiningham, Perkins-Munn, and Evans 2003; Mittal et al.…”