The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment
Abstract
Research has found that customer satisfaction is positively related to repurchase intention, actual repurchase, market share, and word of mouth. There is growing recognition among managers of the importance of measuring the share of business a customer conducts with a particular service provider (share-of-wallet) as opposed to simply repurchasing a product or service at some point in the future or continuing to keep a business relationship with a service provider. Currently there is very little empirical research concerning the relationship between customer satisfaction and share-of-wallet. This article examines the relationship between satisfaction and actual share-of-wallet in a business-to-business environment. The authors not only find that there is a positive relationship but that the relationship is nonlinear, with the greatest positive impact occurring at the upper extreme of satisfaction levels.
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Cites
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Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
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A Catastrophe Model for Developing Service Satisfaction Strategies
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Cited by
Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263341 · Cited by 741
Homburg, C., Müller, M., & Klarmann, M. (2011) · Journal of Marketing · doi:10.1509/jm.75.2.55 · Cited by 532
Kumar, V., Pozza, I. D., & Ganesh, J. (2013) · Journal of Retailing · doi:10.1016/j.jretai.2013.02.001 · Cited by 517
Customer Equity Drivers and Future Sales
Vogel, V., Evanschitzky, H., & Ramaseshan, B. (2008) · Journal of Marketing · doi:10.1509/jmkg.72.6.098 · Cited by 440
Modelling customer loyalty in financial services: A hybrid of formative and reflective constructs
Baumann, C., Elliott, G., & Hamin, H. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111117511 · Cited by 79
Metadata
- Authors
- Keiningham, T. L., Perkins-Munn, T., & Evans, H.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2003-08
- Volume
- 6
- Issue
- 1
- Pages
- 37-50
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W1969430465
- Cited by
- 233
- References
- 7
- FWCI
- 14.73
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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