Customer satisfaction: A meta-analysis of the empirical evidence

By David M. Szymanski, D. Henard. 2001

2,396 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/f3b7db81ee8642cf2deab7a9834e07b8df54185b

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

1. Ming-Chi Lee
2. Xueming Luo
3. James Y. L. Thong
4. O. Kwon
5. Se-Joon Hong
6. Yonnim Lee
7. Kar Yan Tam
8. Victor R. Prybutok

In Marketing

1. Xueming Luo
2. Christian Homburg
3. J. Petrick
4. C. Bhattacharya
5. M. Sirgy
6. L. Andreu
7. Girish Prayag
8. Peter C. Verhoef

In Organizational Behavior and Human Resource Management

1. Xueming Luo
2. Christian Homburg
3. C. Bhattacharya
4. J. Bowden
5. Girish Prayag
6. M. Sirgy
7. J. Petrick
8. S. Restubog

Citations in the corpus

• The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance (2006, background): “Studies in marketing have discovered that the major reason for the consumer’s decision to re-purchase products or patronize services is the consumer’s level of satisfaction (e.g., Bearden and Teel, 1983; Oliver, 1993; Cronin et al., 2000; Szymanski and Henard, 2001).”
• Effects of corporate social responsibility on consumer retention in the cellular industry of Pakistan (2010, background): “…(Churchill and Surprenant, 1982), companies strictly began to realize the considered benefits of quality in the 1990s (Bolton and Drew, 1991), the achievement of customer satisfaction has already become a keystone of business practice across companies and industries (Szymanski and Henard, 2001).”
• Customer repurchase intention: A general structural equation model (2003, background): “Customer overall satisfaction is therefore often understood by market researchers to be a consequent variable of equity and other processes (Swan and Oliver, 1989; Szymanski and Henard, 2001; Takala and Uusitalo, 1996).”
• The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective (2006, result): “Thus, our research is in line with the frequent call for longitudinal studies in marketing (e.g., Bolton 1998; Fournier and Mick 1999; Szymanski and Henard 2001).”
• Perceived value and customer loyalty in financial services (2009, background): “However, the definitions that have been made in the course of time tend to differ (Szymanski & Henard, 2001 ).”