Periodic Table of Marketing Strategy logo: MS element tile, number 26The Periodic Table of Marketing Strategy v1.0

Column 9 · 79 works

Satisfaction and Loyalty

Anderson, Eugene W. (1998), “Customer Satisfaction and Word of Mouth”, Journal of Service Research, 1 (1), 5–17.

Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994), “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden”, Journal of Marketing, 58 (3), 53–66.

Anderson, Eugene W., Claes Fornell, and Roland T. Rust (1997), “Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services”, Marketing Science, 16 (2), 129–45.

Anderson, Eugene W., Claes Fornell, and Sanal K. Mazvancheryl (2004), “Customer Satisfaction and Shareholder Value”, Journal of Marketing, 68 (4), 172–85.

Anderson, Rolph E. (1973), “Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance”, Journal of Marketing Research, 10 (1), 38–44.

Arndt, Johan (1967), “Role of Product-Related Conversations in the Diffusion of a New Product”, Journal of Marketing Research, 4 (3), 291–95.

Babić Rosario, Ana, Francesca Sotgiu, Kristine de Valck, and Tammo H.A. Bijmolt (2016), “The Effect of Electronic Word of Mouth on Sales: A Meta-Analytic Review of Platform, Product, and Metric Factors”, Journal of Marketing Research, 53 (3), 297–318.

Berger, Jonah (2014), “Word of Mouth and Interpersonal Communication: A Review and Directions for Future Research”, Journal of Consumer Psychology, 24 (4), 586–607.

Blodgett, Jeffrey G., Donna J. Hill, and Stephen S. Tax (1997), “The Effects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior90003-8)”, Journal of Retailing, 73 (2), 185–210.

Bolton, Ruth N. (1998), “A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction”, Marketing Science, 17 (1), 45–65.

Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml (1993), “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions”, Journal of Marketing Research, 30 (1), 7–27.

Brown, Steven P. and Son K. Lam (2008), “A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses”, Journal of Retailing, 84 (3), 243–55.

Brown, Tom J., Thomas E. Barry, Peter A. Dacin, and Richard F. Gunst (2005), “Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context”, Journal of the Academy of Marketing Science, 33 (2), 123–38.

Cadotte, Ernest R., Robert B. Woodruff, and Roger L. Jenkins (1987), “Expectations and Norms in Models of Consumer Satisfaction”, Journal of Marketing Research, 24 (3), 305–14.

Cardozo, Richard N. (1965), “An Experimental Study of Customer Effort, Expectation, and Satisfaction”, Journal of Marketing Research, 2 (3), 244–49.

Churchill, Gilbert A., Jr. and Carol Surprenant (1982), “An Investigation into the Determinants of Customer Satisfaction”, Journal of Marketing Research, 19 (4), 491–504.

Day, Ralph L. and E. Laird Landon Jr. (1977), “Toward a Theory of Consumer Complaining Behavior”, in Consumer and Industrial Buying Behavior, Arch G. Woodside, Jagdish N. Sheth, and Peter D. Bennett, eds. New York: North-Holland, 425–37.

Dichter, Ernest (1966), “How Word-of-Mouth Advertising Works”, Harvard Business Review, 44 (6), 147–66.

Dick, Alan S. and Kunal Basu (1994), “Customer Loyalty: Toward an Integrated Conceptual Framework”, Journal of the Academy of Marketing Science, 22 (2), 99–113.

Dixon, Matthew, Karen Freeman, and Nicholas Toman (2010), “Stop Trying to Delight Your Customers”, Harvard Business Review, 88 (7/8), 116–22.

van Doorn, Jenny, Peter S.H. Leeflang, and Marleen Tijs (2013), “Satisfaction as a Predictor of Future Performance: A Replication”, International Journal of Research in Marketing, 30 (3), 314–18.

Fornell, Claes (1992), “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, 56 (1), 6–21.

Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant (1996), “The American Customer Satisfaction Index: Nature, Purpose, and Findings”, Journal of Marketing, 60 (4), 7–18.

Fornell, Claes, Sunil Mithas, Forrest V. Morgeson III, and M.S. Krishnan (2006), “Customer Satisfaction and Stock Prices: High Returns, Low Risk”, Journal of Marketing, 70 (1), 3–14.

Fornell, Claes, Forrest V. Morgeson III, and G. Tomas M. Hult (2016), “Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible”, Journal of Marketing, 80 (5), 92–107.

Fornell, Claes, Roland T. Rust, and Marnik G. Dekimpe (2010), “The Effect of Customer Satisfaction on Consumer Spending Growth”, Journal of Marketing Research, 47 (1), 28–35.

Fornell, Claes and Birger Wernerfelt (1987), “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis”, Journal of Marketing Research, 24 (4), 337–46.

Fornell, Claes and Birger Wernerfelt (1988), “A Model for Customer Complaint Management”, Marketing Science, 7 (3), 287–98.

Gelbrich, Katja and Holger Roschk (2011), “A Meta-Analysis of Organizational Complaint Handling and Customer Responses”, Journal of Service Research, 14 (1), 24–43.

Gruca, Thomas S. and Lopo L. Rego (2005), “Customer Satisfaction, Cash Flow, and Shareholder Value”, Journal of Marketing, 69 (3), 115–30.

Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser Jr., and Leonard A. Schlesinger (1994), “Putting the Service-Profit Chain to Work”, Harvard Business Review, 72 (2), 164–74.

Hirschman, Albert O. (1970), Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States. Cambridge, MA: Harvard University Press.

Homburg, Christian, Nicole Koschate, and Wayne D. Hoyer (2006), “The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective”, Journal of Marketing, 70 (3), 21–31.

Homburg, Christian, Jan Wieseke, and Wayne D. Hoyer (2009), “Social Identity and the Service-Profit Chain”, Journal of Marketing, 73 (2), 38–54.

Homburg, Christian and Andreas Fürst (2005), “How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach”, Journal of Marketing, 69 (3), 95–114.

Hult, G. Tomas M., Forrest V. Morgeson III, Neil A. Morgan, Sunil Mithas, and Claes Fornell (2017), “Do Managers Know What Their Customers Think and Why?”, Journal of the Academy of Marketing Science, 45 (1), 37–54.

Hunt, H. Keith (1977), “CS/D: Overview and Future Research Directions”, in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt, ed. Cambridge, MA: Marketing Science Institute, 455–88.

Ittner, Christopher D. and David F. Larcker (1998), “Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction”, Journal of Accounting Research, 36 (Supplement), 1–35.

Jacoby, Jacob and David B. Kyner (1973), “Brand Loyalty vs. Repeat Purchasing Behavior”, Journal of Marketing Research, 10 (1), 1–9.

Jacoby, Jacob and Robert W. Chestnut (1978), Brand Loyalty: Measurement and Management. New York: John Wiley & Sons.

Johnson, Michael D. and Claes Fornell (1991), “A Framework for Comparing Customer Satisfaction Across Individuals and Product Categories90016-m)”, Journal of Economic Psychology, 12 (2), 267–86.

Jones, Thomas O. and W. Earl Sasser Jr. (1995), “Why Satisfied Customers Defect”, Harvard Business Review, 73 (6), 88–99.

Keiningham, Timothy L., Bruce Cooil, Tor Wallin Andreassen, and Lerzan Aksoy (2007), “A Longitudinal Examination of Net Promoter and Firm Revenue Growth”, Journal of Marketing, 71 (3), 39–51.

Knox, George and Rutger van Oest (2014), “Customer Complaints and Recovery Effectiveness: A Customer Base Approach”, Journal of Marketing, 78 (5), 42–57.

Kumar, V., Ilaria Dalla Pozza, and Jaishankar Ganesh (2013), “Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research”, Journal of Retailing, 89 (3), 246–62.

LaBarbera, Priscilla A. and David Mazursky (1983), “A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process”, Journal of Marketing Research, 20 (4), 393–404.

Larivière, Bart, Timothy L. Keiningham, Lerzan Aksoy, Atakan Yalçın, Forrest V. Morgeson III, and Sunil Mithas (2016), “Modeling Heterogeneity in the Satisfaction, Loyalty Intention, and Shareholder Value Linkage: A Cross-Industry Analysis at the Customer and Firm Levels”, Journal of Marketing Research, 53 (1), 91–109.

de Matos, Celso Augusto and Carlos Alberto Vargas Rossi (2008), “Word-of-Mouth Communications in Marketing: A Meta-Analytic Review of the Antecedents and Moderators”, Journal of the Academy of Marketing Science, 36 (4), 578–96.

Mittal, Vikas, Pankaj Kumar, and Michael Tsiros (1999), “Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach”, Journal of Marketing, 63 (2), 88–101.

Mittal, Vikas, William T. Ross Jr., and Patrick M. Baldasare (1998), “The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions”, Journal of Marketing, 62 (1), 33–47.

Mittal, Vikas and Wagner A. Kamakura (2001), “Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics”, Journal of Marketing Research, 38 (1), 131–42.

Morgan, Neil A., Eugene W. Anderson, and Vikas Mittal (2005), “Understanding Firms' Customer Satisfaction Information Usage”, Journal of Marketing, 69 (3), 131–51.

Morgan, Neil A. and Lopo Leotte Rego (2006), “The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance”, Marketing Science, 25 (5), 426–39.

Morgeson, Forrest V., III, G. Tomas M. Hult, Sunil Mithas, Timothy Keiningham, and Claes Fornell (2020), “Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship”, Journal of Marketing, 84 (5), 79–99.

Morgeson, Forrest V., III, Sunil Mithas, Timothy L. Keiningham, and Lerzan Aksoy (2011), “An Investigation of the Cross-National Determinants of Customer Satisfaction”, Journal of the Academy of Marketing Science, 39 (2), 198–215.

Oliver, Richard L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions”, Journal of Marketing Research, 17 (4), 460–69.

Oliver, Richard L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20 (3), 418–30.

Oliver, Richard L. (1997), Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.

Oliver, Richard L. (1999), “Whence Consumer Loyalty?”, Journal of Marketing, 63 (Special Issue), 33–44.

Oliver, Richard L. and Wayne S. DeSarbo (1988), “Response Determinants in Satisfaction Judgments”, Journal of Consumer Research, 14 (4), 495–507.

Olshavsky, Richard W. and John A. Miller (1972), “Consumer Expectations, Product Performance, and Perceived Product Quality”, Journal of Marketing Research, 9 (1), 19–21.

Otto, Ashley S., David M. Szymanski, and Rajan Varadarajan (2020), “Customer Satisfaction and Firm Performance: Insights from Over a Quarter Century of Empirical Research”, Journal of the Academy of Marketing Science, 48 (3), 543–64.

Phillips, Lynn W., Dae R. Chang, and Robert D. Buzzell (1983), “Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses”, Journal of Marketing, 47 (2), 26–43.

Piercy, Nigel F. and Neil A. Morgan (1995), “Customer Satisfaction Measurement and Management: A Processual Analysis”, Journal of Marketing Management, 11 (8), 817–34.

Reichheld, Frederick F. (2003), “The One Number You Need to Grow”, Harvard Business Review, 81 (12), 46–54.

Richins, Marsha L. (1983), “Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study”, Journal of Marketing, 47 (1), 68–78.

Rust, Roland T. and Richard L. Oliver (2000), “Should We Delight the Customer?”, Journal of the Academy of Marketing Science, 28 (1), 86–94.

Schneider, Benjamin, Susan S. White, and Michelle C. Paul (1998), “Linking Service Climate and Customer Perceptions of Service Quality: Test of a Causal Model”, Journal of Applied Psychology, 83 (2), 150–63.

Schneider, Benjamin and David E. Bowen (1985), “Employee and Customer Perceptions of Service in Banks: Replication and Extension”, Journal of Applied Psychology, 70 (3), 423–33.

Seiders, Kathleen, Glenn B. Voss, Dhruv Grewal, and Andrea L. Godfrey (2005), “Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context”, Journal of Marketing, 69 (4), 26–43.

Szymanski, David M. and David H. Henard (2001), “Customer Satisfaction: A Meta-Analysis of the Empirical Evidence”, Journal of the Academy of Marketing Science, 29 (1), 16–35.

Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing”, Journal of Marketing, 62 (2), 60–76.

Tse, David K. and Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation: An Extension”, Journal of Marketing Research, 25 (2), 204–12.

Watson, George F., IV, Joshua T. Beck, Conor M. Henderson, and Robert W. Palmatier (2015), “Building, Measuring, and Profiting from Customer Loyalty”, Journal of the Academy of Marketing Science, 43 (6), 790–825.

Westbrook, Robert A. (1980), “A Rating Scale for Measuring Product/Service Satisfaction”, Journal of Marketing, 44 (4), 68–72.

Westbrook, Robert A. and Richard L. Oliver (1981), “Developing Better Measures of Consumer Satisfaction: Some Preliminary Results”, in Advances in Consumer Research, Vol. 8, Kent B. Monroe, ed. Ann Arbor, MI: Association for Consumer Research, 94–99.

Westbrook, Robert A. and Richard L. Oliver (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction”, Journal of Consumer Research, 18 (1), 84–91.

Zablah, Alex R., Brad D. Carlson, D. Todd Donavan, James G. Maxham III, and Tom J. Brown (2016), “A Cross-Lagged Test of the Association Between Customer Satisfaction and Employee Job Satisfaction in a Relational Context”, Journal of Applied Psychology, 101 (5), 743–55.

Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1993), “The Nature and Determinants of Customer Expectations of Service”, Journal of the Academy of Marketing Science, 21 (1), 1–12.