The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
Understanding Firms’ Customer Satisfaction Information Usage
Open accessAbstract
Despite theoretical and empirical research linking a firm's business performance to the satisfaction of its customers, knowledge of how firms collect and use customer satisfaction information is limited. The authors investigate firms’ customer satisfaction information usage (CSIU) by drawing on in-depth interviews, a focus group of managers, and the existing literature. They identify key characteristics of the major processes involved in firms’ CSIU and compare the CSIU practices revealed in their fieldwork with widely held normative theory prescriptions. They also identify variations in CSIU among the firms in the fieldwork and uncover factors that may help explain the observed differences.
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Citations
Cites
Competitive Strategy: Techniques for Analyzing Industries and Competitors
(1980) · Journal of Sustainable Competitive Intelligence · doi:10.24883/iberoamericanic.v2i2.38 · Cited by 16,592
Organizational learning: The contributing processes and the literatures
Huber, G. P. (1991) · Organization Science · doi:10.1287/orsc.2.1.88 · Cited by 8,072
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Bolton, R. N. (1998) · Marketing Science · doi:10.1287/mksc.17.1.45 · Cited by 1,948
Multiparadigm perspectives on theory building
Gioia, D. A., & Pitre, E. (1990) · The Academy of Management Review · doi:10.5465/amr.1990.4310758 · Cited by 1,426
Cited by
Customer engagement behavior: Theoretical foundations and research directions
van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010) · Journal of Service Research · doi:10.1177/1094670510375599 · Cited by 3,536
Self-citationWilden, R., & Gudergan, S. P. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-014-0380-y · Cited by 631
The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance
Morgan, N. A., & Rego, L. L. (2006) · Marketing Science · doi:10.1287/mksc.1050.0180 · Cited by 505
Self-citationFrambach, R. T., Fiss, P. C., & Ingenbleek, P. T. M. (2016) · Journal of Business Research · doi:10.1016/j.jbusres.2015.10.120 · Cited by 230
Metadata
- Authors
- Morgan, N. A., Anderson, E. W., & Mittal, V.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2005-07
- Volume
- 69
- Issue
- 3
- Pages
- 131-151
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2015057425
- Cited by
- 267
- References
- 5
- FWCI
- 21.80
- Type
- journal article
- Language
- en
- Open access
- green
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