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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Integrity signals
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Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
In the citing paper
“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
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301
Kirca, A. H., Jayachandran, S., & Bearden, W. O. (2005) · Journal of Marketing · doi:10.1509/jmkg.69.2.24.60761 · Cited by 2,182
Consumer Switching Costs: A Typology, Antecedents, and Consequences
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003) · Journal of the Academy of Marketing Science · doi:10.1177/0092070302250897 · Cited by 1,858
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Harris, L. C., & Goode, M. M. H. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.04.002 · Cited by 1,425
Lally, P., & Gardner, B. (2013) · Health Psychology Review · doi:10.1080/17437199.2011.603640 · Cited by 901
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
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.
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