Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us Academic Article

abstract

• AbstractThe authors synthesize research on the relationship of customer satisfaction with customer- and firm-level outcomes using a meta-analysis based on 535 correlations from 245 articles representing a combined sample size of 1,160,982. The results show a positive association of customer satisfaction with customer-level outcomes (retention, WOM, spending, and price) and firm-level outcomes (product-market, accounting, and financial-market performance). A moderator analysis shows the association varies due to many contextual factors and measurement characteristics. The results have important theoretical and managerial implications.

authors

• Sridhar, Shrihari

published proceedings

• MARKETING LETTERS

altmetric score

• 21

author list (cited authors)

• Mittal, V., Han, K., Frennea, C., Blut, M., Shaik, M., Bosukonda, N., & Sridhar, S.

citation count

• 0

complete list of authors

• Mittal, Vikas||Han, Kyuhong||Frennea, Carly||Blut, Markus||Shaik, Muzeeb||Bosukonda, Narendra||Sridhar, Shrihari

publication date

• June 2023

publisher

• Springer Nature  Publisher

published in

• Marketing Letters  Journal

keywords

• Customer Satisfaction
• Financial Performance
• Meta-analysis
• Retention
• Word Of Mouth

Digital Object Identifier (DOI)

• 10.1007/s11002-023-09671-w

start page

• 171

end page

• 187

volume

• 34

issue

• 2

URL

• http://dx.doi.org/10.1007/s11002-023-09671-w