The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment

By Timothy L. Keiningham, Tiffany Perkins-Munn, H. Evans. 2003

246 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/dfde6a751957fd214a4f1cf52afff66a1a45d5ba

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

SME banking loyalty (and disloyalty): a qualitative study in Hong Kong (2006, background): “Satisfaction has also been found to be positively associated with customer loyalty in the form of share-of-wallet and a business-to-business setting (Keiningham and Perkins-Munn, 2003).”
Assessing the outcomes of Generation‐Y customers' loyalty (2009, background): “In the highly competitive banking sector, the share of a customer's bank transactions conducted through one bank, known as share of wallet, is gaining more importance ( Keiningham et al. , 2003”
The Effect of Customer Satisfaction on Consumer Spending Growth (2010, background): “Customer satisfaction has been shown to affect choice and purchase behavior at the individual consumer level (e.g., Homburg, Koschate, and Hoyer 2005; Keiningham, Perkins-Munn, and Evans 2003; Rust and Zahorik 1993; for a comprehensive review, see Oliver 1997).”
Does customer satisfaction lead to profitability (2005, background): “Likewise, customer satisfaction has been found to impact share-of-wallet (SOW) positively (Braun and Scope, 2003; Keiningham et al., 2003; Perkins-Munn et al., 2003) and the volume of business conducted with a firm (e.”
How Often Versus How Long (2009, unknown): “We conceptualize CRRS as a behavioral variable, not unlike share-of-wallet (Keiningham, Perkins-Munn, and evans 2003; Mattila 2006) or job performance (Cummings, Jackson, and Ostrom 1989). accordingly, CRRS was measured by directly asking 376 Journal of Service Research customers to assess the…”
B2B services: linking service loyalty and brand equity (2009, background): “Customer share-of-wallet This study follows Keiningham et al. (2003) and Verhoef’s (2003) conceptualisation of customer share of wallet as the percentage of the customers purchase from supplier X to the total purchases of that category of product and services from all suppliers.”
Optimizing Service Productivity (2012, background): “…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. 2005; Rust and Zahorik 1993; Rust, Zahorik, and Keiningham 1995; Zeithaml, Berry, and…”
Size and Share of Customer Wallet (2007, background): “Keiningham, Perkins-Munn, and Evans (2003) analyze the impact of customer satisfaction on share of wallet in a business-to-business environment.”
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007, background): “These examinations however have tended to focus on bivariate relationships such as repurchase intention and repurchase behavior (Chandon et al., 2005; Morwitz et al., 1997), customer satisfaction and share-of wallet (Keiningham et al., 2003), complaint intention and complaining behavior (Oh, 2006).”
How Effective Are Loyalty Reward Programs in Driving Share of Wallet? (2007, background): “Despite its importance, research on the topic is scarce (for notable exceptions, see Keiningham, Perkins-Munn, and Evans 2003; Magi 2003).”