作者
Timothy L Keiningham, Tiffany Perkins‐Munn, Lerzan Aksoy, Demitry Estrin
发表日期
2005/4/1
期刊
Managing Service Quality: An International Journal
卷号
15
期号
2
页码范围
172-181
出版商
Emerald Group Publishing Limited
简介
Purpose
–
Many researches have proposed a virtuous chain of effects from improved customer satisfaction to profits. In particular, satisfaction is thought to improve share‐of‐spending, which in turn leads to higher customer revenue and customer profitability. This paper aims to examine these proposed linkages using data from the institutional securities industry.
Design/methodology/approach
–
The data used in the analyses were collected as part of an ongoing telephone satisfaction survey of 81 clients of an institutional securities firm across two continents (North America and Europe). Mediation analysis was used to test the hypothesized effects.
Findings
–
Customer revenue was found to correlate negatively with customer profitability for unprofitable customers, and positively for profitable customers.
Research limitations/implications
–
One of the limitations of this research is that it tests the propositions within a …
引用总数
学术搜索中的文章
TL Keiningham, T Perkins‐Munn, L Aksoy, D Estrin - Managing Service Quality: An International Journal, 2005