The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Do managers know what their customers think and why?
Overview
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Claims the paper makes
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Self-check
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Citations
Cites
Prospect Theory: An Analysis of Decision under Risk
Kahneman, D., & Tversky, A. (1979) · Econometrica · doi:10.2307/1914185 · Cited by 48,524
An assessment of the use of partial least squares structural equation modeling in marketing research
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-011-0261-6 · Cited by 8,088
Modern Methods for Business Research
(1998) · doi:10.4324/9781410604385 · Cited by 6,534
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Self-citationWetzels, M., Odekerken-Schröder, G., & van Oppen, C. (2009) · MIS Quarterly · doi:10.2307/20650284 · Cited by 4,944
Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies
Voorhees, C. M., Brady, M. K., Calantone, R., & Ramirez, E. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0455-4 · Cited by 2,111
The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance
Morgan, N. A., & Rego, L. L. (2006) · Marketing Science · doi:10.1287/mksc.1050.0180 · Cited by 505 · cited 2×
“The literature shows that customer complaints have a significant negative effect on stock returns (e.g., Luo 2007; Luo and Homburg 2008) and future sales growth and margins (e.g., Morgan and Rego 2006).”
BackgroundSelf-citationBuilding, measuring, and profiting from customer loyalty
Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0439-4 · Cited by 375
Cited by
Predictive model assessment in PLS-SEM: guidelines for using PLSpredict
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J.-H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019) · European Journal of Marketing · doi:10.1108/ejm-02-2019-0189 · Cited by 4,618
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Thiele, K. O. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0517-x · Cited by 2,712
Self-citationKandampully, J., Zhang, T., & Jaakkola, E. (2018) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2015-0549 · Cited by 357
Retail forecasting: Research and practice
Fildes, R., Ma, S., & Kolassa, S. (2022) · International Journal of Forecasting · doi:10.1016/j.ijforecast.2019.06.004 · Cited by 346
Customer engagement behaviours in social media: Capturing innovation opportunities
Carlson, J., Rahman, M., Voola, R., & De Vries, N. (2018) · Journal of Services Marketing · doi:10.1108/jsm-02-2017-0059 · Cited by 345
Metadata
- Authors
- Hult, G. T. M., Morgeson, F. V., Morgan, N. A., Mithas, S., & Fornell, C.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2016-06-01
- Volume
- 45
- Issue
- 1
- Pages
- 37-54
- ISSN
- 0092-0703 (ISSN-L)
- 1552-7824
- OpenAlex
- W2466376409
- Cited by
- 187
- References
- 8
- FWCI
- 46.87
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Do managers know what their customers think and why? https://app.cochat.ai/papers/10.1007/s11747-016-0487-4
- The paper
- Hult, G. T. M., Morgeson, F. V., Morgan, N. A., Mithas, S., & Fornell, C. (2017). Do managers know what their customers think and why? Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-016-0487-4
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
