Retention · Empirical analysis of customer satisfaction and firm outcomes
The Antecedents and Consequences of Customer Satisfaction for Firms
Marketing Science · 1993
Summary
Finds customer satisfaction has firm-level consequences and that quality and expectations are important antecedents.
For your marketing
Possible founder application
Prioritize product quality and expectation-setting; tie satisfaction measurement to commercial outcomes.
Reported result
What the study found
Finds customer satisfaction has firm-level consequences and that quality and expectations are important antecedents.
Research question
What the authors investigated
How does the study’s stated design explain its reported outcome in this setting?
Design
Empirical analysis of customer satisfaction and firm outcomes
Sample and setting
Publisher abstract page; national customer satisfaction/accounting context
Scope and transfer
Limitations to keep in view
Abstract/page scope does not establish broader causal generalization.
Research sources
abstract_only