The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty
Abstract
Explores the extent to which the form of the relationship between customer satisfaction and customer behaviour is different under conditions of “low” satisfaction and “high” satisfaction. Three behavioural variables (word‐of‐mouth, feedback to the supplier, and loyalty) were examined. The results point to the fact that differences in the form do exist. Moreover, the results show that differences exist between the differences, in the sense that different patterns emerge for each behavioural variable.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
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
Cited by
Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance
Tsoukatos, E., & Rand, G. K. (2006) · Managing Service Quality: An International Journal · doi:10.1108/09604520610686746 · Cited by 263
The moderating role of switching barriers on customer loyalty in the life insurance industry
Chen, M.-F., & Wang, L.-H. (2009) · The Service Industries Journal · doi:10.1080/02642060902764574 · Cited by 86
Implementation of service profit chain initiatives in a franchise system
Maritz, A., & Nieman, G. (2008) · Journal of Services Marketing · doi:10.1108/08876040810851923 · Cited by 41
Metadata
- Authors
- Söderlund, M.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 1998-05-01
- Volume
- 9
- Issue
- 2
- Pages
- 169-188
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1491620527
- Cited by
- 427
- References
- 5
- FWCI
- 10.13
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty. https://app.cochat.ai/papers/10.1108/09564239810210532
- The paper
- Söderlund, M. (1998). Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty. International Journal of Service Industry Management. https://doi.org/10.1108/09564239810210532
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.
