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Cited by 267

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 access
Morgan, Neil A., Anderson, Eugene W., Mittal, Vikas·2005·Journal of Marketing
DOI 10.1509/jmkg.69.3.131.66359
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Abstract

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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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
DOI
10.1509/jmkg.69.3.131.66359
OpenAlex
W2015057425
Cited by
267
References
5
FWCI
21.80
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.