2023/03/03 by Vikas Mittal, Kyuhong Han, Carly Frennea +4 · 1 voice · 73 citations
Business, Management and Accounting · Decision Sciences · #Consumer Retail Behavior Studies #Customer Service Quality and Loyalty #Technology Adoption and User Behaviour
paper · pdf · doi:10.1007/s11002-023-09671-w
published in Marketing Letters 34(2), 171-187 (Springer Science and Business Media LLC)
crossref issued 2023/03/03 · crossref published 2023/03/03 · crossref published-online 2023/03/03 · openalex publication_date 2023/03/03 · crossref created 2023/03/03 · crossref deposited 2023/05/20 · crossref published-print 2023/06/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/23 · crossref indexed 2026/08/07
Abstract The 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.