Abstract
It is broadly expected that customer satisfaction (CS) influences customer revenues (CR), but there is little evidence for the corresponding hypothesis. If CS influences CR, there must be a relation between CS at time t = 0 and CR at time t > 0. We developed a statistical model representing this relation, which we tested in a longitudinal study using person-level data (N = 1682) from a Dutch retail bank. We found that CS had a positive effect on CR with 1-year and 2-year time lags. These results support the hypothesis that CS influences CR.