The DOI matches its Crossref record; 23 of the 23 references it cites were found in a registry or an index.
Customer satisfaction and retail sales performance: an empirical investigation
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Citations
Cites
The American Customer Satisfaction Index: Nature, Purpose, and Findings
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996) · Journal of Marketing · doi:10.2307/1251898 · Cited by 4,736
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994) · Springer eBooks · doi:10.1007/978-3-031-88079-7_22 · Cited by 4,529
Putting the Service-Profit Chain to Work
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994) · Harvard business review · Cited by 3,732
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
Customer satisfaction, customer retention, and market share
Rust, R. T., & Zahorik, A. J. (1993) · Journal of Retailing · doi:10.1016/0022-4359(93)90003-2 · Cited by 2,150
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Strengthening the Satisfaction-Profit Chain
Anderson, E. W., & Mittal, V. (2000) · Journal of Service Research · doi:10.1177/109467050032001 · Cited by 1,532
A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes
Bolton, R. N., & Drew, J. H. (1991) · Journal of Marketing · doi:10.1177/002224299105500101 · Cited by 1,422
Mittal, V., Ross, W. T., & Baldasare, P. M. (1998) · Journal of Marketing · doi:10.2307/1251801 · Cited by 1,216
Cited by
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges
Agustin, C., & Singh, J. (2005) · Journal of Marketing Research · doi:10.1509/jmkr.42.1.96.56961 · Cited by 638
Business Model Innovation Performance: When does Adding a New Business Model Benefit an Incumbent?
Kim, S. K., & Min, S. (2015) · Strategic Entrepreneurship Journal · doi:10.1002/sej.1193 · Cited by 267
Retailing research: Past, present, and future
Grewal, D., & Levy, M. (2007) · Journal of Retailing · doi:10.1016/j.jretai.2007.09.003 · Cited by 263
A comprehensive model of customer trust in two retail stores
Guenzi, P., Johnson, M. D., & Castaldo, S. (2009) · Journal of Service Management · doi:10.1108/09564230910964408 · Cited by 191
Metadata
- Authors
- Gómez, M. I., McLaughlin, E. W., & Wittink, D. R.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 2004-01
- Volume
- 80
- Issue
- 4
- Pages
- 265-278
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W2052560151
- Cited by
- 360
- References
- 23
- FWCI
- 16.50
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
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- CoChat. (2026). Citation check: Customer satisfaction and retail sales performance: an empirical investigation. https://app.cochat.ai/papers/10.1016/j.jretai.2004.10.003
- The paper
- Gómez, M. I., McLaughlin, E. W., & Wittink, D. R. (2004). Customer satisfaction and retail sales performance: an empirical investigation. Journal of Retailing. https://doi.org/10.1016/j.jretai.2004.10.003
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.
