A Longitudinal Analysis of Satisfaction and Profitability

By Kenneth L. Bernhardt, Naveen Donthu, P. Kennett. 2000

573 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/fb75ce67f84dbb672502e144fb6d940b2b19b05c

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Citations in the corpus

Does the employee-customer satisfaction link hold for all employee groups? (2007, methodology): “Among those using dyadic data, Tornow and Wiley (1991), and Bernhardt et al. (2000) report a strong correlation between employee attitudes such as satisfaction and customer satisfaction. Ryan et al. (1996), and Koys (2001) both confirm this positive correlation for longitudinal data in an automobile”
Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector (2013, background): “Regarding the financial performance of banks it has been found that neither customer satisfaction nor customer loyalty have an effect on the profitability of the bank contrary to the findings of many studies (Hallowell, 1996; Bernhardt et al., 2000; Chi and Gursoy, 2009; Fathollahzadeh et al., 2011)”
Examining the effects of contextual factors on TQM and performance through the lens of organizational theories: An empirical study (2007, background): “, 1998) and profitability (e.g., Anderson et al., 1994b; Hallowell, 1996; Bernhardt et al., 2000).”
Job Satisfaction Of Restaurant Employees: An Empirical Investigation Using The Minnesota Satisfaction Questionnaire (2003, background): “Among these aspects, job satisfaction is considered the most often researched organizational variable in the organizational behavior literature (Blau, 1999; Kiechel, 1989). Locke (1976) conducted a review of job satisfaction and stated that more than 3,350 articles had been written about job satisfa”
Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction (2005, background): “This is an important extension of previous empirical research in this area, which has typically been conducted within a single company (e.g., Bernhardt et al., 2000; Hartline & Ferrel, 1996; Schlesinger & Zornitsky, 1991; Schneider, 1991; Tornow & Wiley, 1991; Wiley, 1991).”
Drivers of hospitality industry employees' job satisfaction, organizational commitment and job performance (2010, background): “In past research on employee satisfaction, organizational commitment and job performance, many scholars (Babin and Boles, 1998; Bernhardt et al., 2000; Van Scotter, 2000; Koys, 2003; Testa, 2001) have validated that employees’ job satisfaction positively influences job performance and organizational”
Assessing e‐commerce systems success: a respecification and validation of the DeLone and McLean model of IS success (2008, background): “…and Loyalty (Intention to Reuse/Repurchase) on Other Net Beneﬁt measures such as market share and proﬁtability in the traditional marketing context (e.g. Buchanan & Gilles, 1990; Rust & Zahorik, 1993; Anderson et al ., 1994; Roger, 1996; Bernhardt et al ., 2000; Chaudhuri & Holbrook, 2001).”