Version 1.0, October 2026. 98 constructs in 18 families across 7 eras, with 18 imported theories below. Selecting a cell reveals its family, era, block, tier, and anchor works, each anchoring reference linking to the publisher’s page. Explore the 18 Family Deep Dives for granular sub-tables, or visit Resources to use the four interactive analytical tools.
Each cell: number, influence pips, block code, then symbol, construct, and anchor works
open frontier position
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Detached series · Theories imported from adjacent fields, each set near the families it feeds
Series
T
Imported Theories
82OUT
Pg
Manager-Customer Gap
Family
9. Satisfaction and Loyalty (IV · Customer and Brand Assets)
Era
Period 6: Engagement and Networks, 2010s
Block
OUT · Outputs: performance
Tier
Major
Cell card
Description
They showed that managers' perceptions of their customers' satisfaction and its drivers differ systematically from customers' own assessments, identifying a gap with performance implications.
Managerial Implications
Managers systematically misjudge their customers' satisfaction, loyalty, and value perceptions, usually in the firm's favor, and the gap is larger where managers are far from customers. Correct the gap by measuring customers directly and comparing results with managers' estimates. Where the gap is large, decisions on pricing, service, and investment are being made on a view of the customer the customer does not share.
How to read. Down a column follows one research stream through time. Across a row shows what the field studied in an era. Color marks the strategy domain, after Morgan et al. (2019). Pips give an influence tier. Numbers run by era, then family. Placements, anchors, and tiers are editorial judgments, and anchors are entry points rather than a complete record of any stream. Anyone who uses or adapts this table is responsible for verifying its contents against the original works.
