Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us

Vikas Mittal, Kyuhong Han (), Carly Frennea, Markus Blut, Muzeeb Shaik, Narendra Bosukonda and Shrihari Sridhar
Additional contact information
Vikas Mittal: Rice University
Kyuhong Han: Korea University
Carly Frennea: Nike Inc.
Markus Blut: Durham University
Muzeeb Shaik: Indiana University
Narendra Bosukonda: Texas A&M University
Shrihari Sridhar: Texas A&M University

Marketing Letters, 2023, vol. 34, issue 2, No 1, 187 pages

Abstract: Abstract The authors synthesize research on the relationship of customer satisfaction with customer- and firm-level outcomes using a meta-analysis based on 535 correlations from 245 articles representing a combined sample size of 1,160,982. The results show a positive association of customer satisfaction with customer-level outcomes (retention, WOM, spending, and price) and firm-level outcomes (product-market, accounting, and financial-market performance). A moderator analysis shows the association varies due to many contextual factors and measurement characteristics. The results have important theoretical and managerial implications.

Keywords: Customer satisfaction; Retention; Word of mouth; Financial performance; Meta-analysis (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (6)

Downloads: (external link)
http://link.springer.com/10.1007/s11002-023-09671-w Abstract (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:kap:mktlet:v:34:y:2023:i:2:d:10.1007_s11002-023-09671-w

Ordering information: This journal article can be ordered from
http://www.springer. ... etailsPage=societies

DOI: 10.1007/s11002-023-09671-w

Access Statistics for this article

Marketing Letters is currently edited by Joel Steckel and Peter Golder

More articles in Marketing Letters from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().