Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us
نویسندگان
چکیده
Abstract The authors synthesize research on the relationship of customer satisfaction with customer- and firm-level outcomes using a meta-analysis based 535 correlations from 245 articles representing combined sample size 1,160,982. results show positive association customer-level (retention, WOM, spending, price) (product-market, accounting, financial-market performance). A moderator analysis shows varies due to many contextual factors measurement characteristics. have important theoretical managerial implications.
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ژورنال
عنوان ژورنال: Marketing Letters
سال: 2023
ISSN: ['0923-0645', '1573-059X']
DOI: https://doi.org/10.1007/s11002-023-09671-w