Service quality, profitability, and the economic worth of customers: What we know and what we need to learn

By V. Zeithaml. 2000

2,194 citations recorded by the source corpus.

Subfields: General Health Professions, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/fcfb4c377722aa72288f337e96499c4023bcf9ac

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In General Health Professions

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The Customer Pyramid: Creating and Serving Profitable Customers (2001, background): “Prior to the 1990s, the general link between service quality and profitability was still being questioned, but since the early 1990s, it has been persuasively established.(2) The evidence to support the linkage came from a variety of sources and is now convincing enough to lead executives to believe”
Dimensions of price satisfaction: a study in the retail banking industry (2006, background): “Customer satisfaction, one of the central marketing objectives, is closely linked to customer loyalty, the likelihood of recommendation to others, cross-buying behavior, up-grading and lower price sensitivity (Anderson et al., 1994; Matzler et al., 2005; Reichheld and Sasser, 1990; Zeithaml, 2000).”
Market‐oriented value creation in service firms (2002, background): “of the successful application of market assets while also adding value to the firm and taking its place amongst the stock of market based assets (Zeithaml, 2000).”
Effective rating scale development for speaking tests: Performance decision trees (2011, background): “Research in this area is openly directed at increasing profits by learning how to establish a lasting relationship between service provider and customer (Storbacka et al. 1994; Zeithaml, 2000).”
Service Quality and Students' Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities' Competitiveness (2011, background): “html Vol. 2011 (2011), Article ID 855931, 10 pages DOI: 10.”
The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework (2017, background): “The negative link of external service quality and profitability (b = -.194, p .01) corroborated the notion that external service quality is costly to obtain and reduces firm profitability if it fails to enhance customer loyalty (Zeithaml 2000).”
Customers' perceptions of online retailing service quality and their satisfaction (2004, background): “Zeithaml (2000) has found 11 dimensions of online service quality in a series of focus group interviews: access, ease of navigation, efficiency, flexibility, reliability, personalization, security/privacy, responsiveness, assurance/trust, site aesthetics, and price knowledge.”
Size and Share of Customer Wallet (2007, background): “Zeithaml (2000) proposes a conceptual model in which increased share of wallet is one of four factors that mediate the effect of customer retention on firm profits.”