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Cited by 2,002Customer Service Quality and LoyaltyConsumer Behavior and Marketing InfluenceCustomer churn and segmentation

The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.

Customer Satisfaction: A Meta-Analysis of the Empirical Evidence

Szymanski, David M., Henard, David H.·2001·Journal of the Academy of Marketing Science
DOI 10.1177/0092070301291002
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Metadata

Authors
Szymanski, D. M., & Henard, D. H.
Affiliations
  • Texas A&M University (US)
  • North Carolina State University (US)
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
2001-12-01
Volume
29
Issue
1
Pages
16-35
ISSN
  • 0092-0703 (ISSN-L)
  • 0000-0000
DOI
10.1177/0092070301291002
OpenAlex
W2059955887
Cited by
2,002
References
4
Citations by year
2026: 13 · 2025: 33 · 2024: 22 · 2023: 71 · 2022: 56 · 2021: 87 · 2020: 90 · 2019: 84 · 2018: 97 · 2017: 93 · 2016: 104 · 2015: 125 · 2014: 110 · 2013: 136 · 2012: 114
FWCI
6.37
Type
journal article
Language
en
Open access
closed
Locations
Journal of the Academy of Marketing Science (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
  • Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
Keywords
customer satisfaction, equity, disconfirmation, measurement effects, method effects, moderating effect

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CoChat. (2026). Citation check: Customer Satisfaction: A Meta-Analysis of the Empirical Evidence. https://app.cochat.ai/papers/10.1177/0092070301291002
The paper
Szymanski, D. M., & Henard, D. H. (2001). Customer Satisfaction: A Meta-Analysis of the Empirical Evidence. Journal of the Academy of Marketing Science. https://doi.org/10.1177/0092070301291002