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
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“The inclusion rate of 61.3 % was comparable with the rates reported in other meta-analyses in marketing (e.g., Kirca, Jayachandran, and Bearden 2005; Szymanski and Henard 2001).”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Szymanski and Henard 2001
Citations
Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Hunter, J., & Schmidt, F. (2004) · doi:10.4135/9781412985031 · Cited by 3,023
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777
Cited by
Sorted by citations
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Consumer Switching Costs: A Typology, Antecedents, and Consequences
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Lally, P., & Gardner, B. (2013) · Health Psychology Review · doi:10.1080/17437199.2011.603640 · Cited by 901
Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263341 · Cited by 741
Ranaweera, C., & Prabhu, J. (2003) · International Journal of Service Industry Management · doi:10.1108/09564230310489231 · Cited by 700
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Ma, Q., & Liu, L. (2004) · Journal of Organizational and End User Computing · doi:10.4018/joeuc.2004010104 · Cited by 660
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
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Brown, S. P., & Lam, S. K. (2008) · Journal of Retailing · doi:10.1016/j.jretai.2008.06.001 · Cited by 393
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A meta-analysis of the UTAUT model: Eleven years later
Khechine, H., Lakhal, S., & Ndjambou, P. (2016) · Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration · doi:10.1002/cjas.1381 · Cited by 246
Fairness and Cooperation Are Rewarding: Evidence from Social Cognitive Neuroscience
TABIBNIA, G., & LIEBERMAN, M. D. (2007) · Annals of the New York Academy of Sciences · doi:10.1196/annals.1412.001 · Cited by 211
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Pick, D., & Eisend, M. (2014) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-013-0349-2 · Cited by 173
Why do shoppers abandon shopping cart? Perceived waiting time, risk, and transaction inconvenience.
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Mirage of Police Reform: Procedural Justice and Police Legitimacy
University at Albany, S., Worden, R. E., McLean, S. J., & John F. Finn Institute for Public Safety, U. (2017) · Luminos · doi:10.1525/luminos.30 · Cited by 141
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Inertia in services: causes and consequences for switching
Gray, D. M., D’Alessandro, S., Johnson, L. W., & Carter, L. (2017) · Journal of Services Marketing · doi:10.1108/jsm-12-2014-0408 · Cited by 73
A tribute to forty years of top-level marketing research
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The impact of enterprise brand equity on customer purchase intention through brand preference
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Akinfala, O. V., Muo, I., & Akintolu, M. (2025) · International Journal of Innovative Science and Research Technology · doi:10.38124/ijisrt/25jun1667
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
- Published
- 2001-12-01
- Volume
- 29
- Issue
- 1
- Pages
- 16-35
- ISSN
- 0092-0703 (ISSN-L)
- 0000-0000
- 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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