The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Strengthening the Satisfaction-Profit Chain
Open accessAbstract
Customer satisfaction programs do not always deliver anticipated results. Disenchanted, some have labeled satisfaction measurement a “trap” and argued for abandoning customer satisfaction as a means for optimizing customer retention and profitability. The authors argue that doing so may be a mistake because the satisfaction-profit chain is conceptually solid. However, to achieve results, an important step is to recognize that the links in the satisfaction-profit chain are asymmetric and nonlinear. In this article, the authors review recent developments pertaining to the asymmetric and nonlinear nature of the links involved. They also discuss several examples based on commercial satisfaction studies where incorporating the asymmetry and nonlinearity added significant value to the firm’s understanding of the satisfaction-profit chain.
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Metadata
- Authors
- Anderson, E. W., & Mittal, V.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2000-11
- Volume
- 3
- Issue
- 2
- Pages
- 107-120
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2156948047
- Cited by
- 1,532
- References
- 4
- FWCI
- 32.51
- Type
- journal article
- Language
- en
- Open access
- green
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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.
