Advanced search
Publication Cover
Total Quality Management Volume 10, 1999 - Issue 4-5
Journal homepage
384
Views
49
CrossRef citations to date
0
Altmetric
Original Articles

On measuring interactions between customer satisfaction and financial results

Jan A. Eklof
,
Peter Hackl
&
Anders Westlund
Pages 514-522 | Published online: 30 Nov 2009

Citations (49)

Keep up to date with the latest research on this topic with citation updates for this article.

Subscribe to citation updates

Read on this site (8)

Lars Grønholdt & Anne Martensen. (2019) Linking employee, customer, and business results: a study in the hotel industry. Total Quality Management & Business Excellence 30:sup1, pages S74-S82.
Read now
Ayman Ahmed Ezzat Othman. (2015) An international index for customer satisfaction in the construction industry. International Journal of Construction Management 15:1, pages 33-58.
Read now
Wei-Jaw Deng, Ying-Feng Kuo & Wen-Chin Chen. (2008) Revised importance–performance analysis: three-factor theory and benchmarking. The Service Industries Journal 28:1, pages 37-51.
Read now
Kurt Matzler & Birgit Renzl. (2007) Personality Traits, Employee Satisfaction and Affective Commitment. Total Quality Management & Business Excellence 18:5, pages 589-598.
Read now
Sheng-Hsun Hsu, Wun-hwa Chen & Ming-jyh Hsieh. (2006) Robustness testing of PLS, LISREL, EQS and ANN-based SEM for measuring customer satisfaction. Total Quality Management & Business Excellence 17:3, pages 355-372.
Read now
Jan A. Eklöf & Anders H. Westlund. (2002) The pan-European customer satisfaction index programme—current work and the way ahead. Total Quality Management 13:8, pages 1099-1106.
Read now
Anne Martensen, Lars Gronholdt & Kai Kristensen. (2000) The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark. Total Quality Management 11:4-6, pages 544-553.
Read now
Lars Gronholdt, Anne Martensen & Kai Kristensen. (2000) The relationship between customer satisfaction and loyalty: Cross-industry differences. Total Quality Management 11:4-6, pages 509-514.
Read now

Articles from other publishers (41)

Ahmed Shaalan, Gomaa Agag & Marwa Tourky. (2022) Harnessing Customer Mindset Metrics to Boost Consumer Spending: A Cross‐Country Study on Routes to Economic and Business Growth. British Journal of Management 34:1, pages 442-465.
Crossref
Tekiner KAYA. (2021) MEMNUNİYET ÖLÇME ve DEĞERLENDİRME SÜRECİNİN YÖNETSEL ROLLERE ETKİSİ: KONAKLAMA İŞLETMESİ ÖRNEĞİ. Nevşehir Hacı Bektaş Veli Üniversitesi SBE Dergisi 11:4, pages 2146-2158.
Crossref
Veysel Yilmaz, Erkan Ari & Yasin Emre Oğuz. (2021) Measuring service quality of the light rail public transportation: A case study on Eskisehir in Turkey. Case Studies on Transport Policy 9:2, pages 974-982.
Crossref
Seyed Habibollah Mirghafoori, Davood Andalib & Parisa Keshavarz. (2017) Developing Green Performance Through Supply Chain Agility in Manufacturing Industry: A Case Study Approach. Corporate Social Responsibility and Environmental Management 24:5, pages 368-381.
Crossref
Akram Al-jazzazi & Parves Sultan. (2017) Demographic differences in Jordanian bank service quality perceptions. International Journal of Bank Marketing 35:2, pages 275-297.
Crossref
Duncan K. H. Fong, Qian Chen, Zhe Chen & Rui Wang. (2017) An Application of Heterogeneous Bayesian Regression Models with Time Varying Coefficients to Explore the Relationship between Customer Satisfaction and Shareholder Value. Open Journal of Statistics 07:01, pages 36-53.
Crossref
Yu-Cheng Lee, Yu-Che Wang, Shu-Chiung Lu, Yi-Fang Hsieh, Chih-Hung Chien, Sang-Bing Tsai & Weiwei Dong. (2016) An empirical research on customer satisfaction study: a consideration of different levels of performance. SpringerPlus 5:1.
Crossref
Choi, Mi Seon & Kyung Ho Kang. (2016) The Moderating Effect of Economic Growth Rate on the Relationship between Customer Satisfaction and Firm Performance: a Comparison between the Hospitality Industry and the Non-Hospitality Service Industry. Journal of Korea Service Management Society 17:3, pages 291-309.
Crossref
S. Murali, S. Pugazhendhi & C. Muralidharan. (2016) Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business. Journal of Retailing and Consumer Services 30, pages 67-83.
Crossref
Matti J. Haverila & Kacy Fehr. (2016) The impact of product superiority on customer satisfaction in project management. International Journal of Project Management 34:4, pages 570-583.
Crossref
Weiwei Shen, Weizhou Xiao & Xin Wang. (2016) Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares. Transport Policy 46, pages 20-31.
Crossref
Ayman Ahmed Ezzat Othman. (2014) An International Index for Customer Satisfaction in the Construction Industry. Journal of Construction Engineering and Project Management 4:4, pages 17-32.
Crossref
María Pilar Martínez-Ruiz, Pablo Ruiz-Palomino, Ricardo Martinez-Canas & Juan José Blázquez-Resino. (2014) Consumer satisfaction and loyalty in private-label food stores. British Food Journal 116:5, pages 849-871.
Crossref
Matthew C.H. Yeung, Bala Ramasamy, Junsong Chen & Stan Paliwoda. (2013) Customer satisfaction and consumer expenditure in selected European countries. International Journal of Research in Marketing 30:4, pages 406-416.
Crossref
W.J. Deng, M.L. Yeh & M.L. Sung. (2013) A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index. International Journal of Hospitality Management 35, pages 133-140.
Crossref
Masoud Yazdanpanah, Gholam Hossein Zamani, Stefan Hochrainer-Stigler, Nozar Monfared & Jafar Yaghoubi. (2013) Measuring satisfaction of crop insurance a modified American customer satisfaction model approach applied to Iranian Farmers. International Journal of Disaster Risk Reduction 5, pages 19-27.
Crossref
Chris Baumann, Greg Elliott & Suzan Burton. (2012) Modeling customer satisfaction and loyalty: survey data versus data mining. Journal of Services Marketing 26:3, pages 148-157.
Crossref
Slavko Ažman & Boštjan Gomišček. (2012) Asymmetric and Nonlinear Impact of Attribute-Level Performance on Overall Customer Satisfaction in the Context of Car Servicing of Four European Automotive Brands in Slovenia. Organizacija 45:2, pages 75-86.
Crossref
Payam Hanafizadeh, Neda Rastkhiz Paydar & Neda Aliabadi. 2012. Advancing Technologies and Intelligence in Healthcare and Clinical Environments Breakthroughs. Advancing Technologies and Intelligence in Healthcare and Clinical Environments Breakthroughs 125 143 .
Alireza Golmohammadi, Naser Shams Ghareneh, Abbas Keramati & Behrouz Jahandideh. (2011) Importance analysis of travel attributes using a rough set‐based neural network. Journal of Hospitality and Tourism Technology 2:2, pages 155-171.
Crossref
Alessandro Arbore & Bruno Busacca. (2011) Rejuvenating importance‐performance analysis. Journal of Service Management 22:3, pages 409-429.
Crossref
Payam Hanafizadeh, Neda Rastkhiz Paydar & Neda Aliabadi. (2010) Neural Network-based Evaluation of the Effect of the Motivation of Hospital Employees on Patients’ Satisfaction. International Journal of Healthcare Information Systems and Informatics 5:4, pages 1-19.
Crossref
Chun-Min Kuo. (2009) The managerial implications of an analysis of tourist profiles and international hotel employee service attitude. International Journal of Hospitality Management 28:3, pages 302-309.
Crossref
Alessandro Arbore & Bruno Busacca. (2009) Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances. Journal of Retailing and Consumer Services 16:4, pages 271-280.
Crossref
Wei-Jaw Deng & Wen Pei. (2009) Fuzzy neural based importance-performance analysis for determining critical service attributes. Expert Systems with Applications 36:2, pages 3774-3784.
Crossref
Kurt Matzler, Heinz K. Stahl & Hans H. Hinterhuber. 2009. Kundenorientierte Unternehmensführung. Kundenorientierte Unternehmensführung 3 31 .
Dezhi Li, Qi-Ming Li, Yongrong Sun & Xing Xu. (2008) Eco-efficiency Analysis of Residential Development: The Case of Nanjing, China. Eco-efficiency Analysis of Residential Development: The Case of Nanjing, China.
Xiaohong Liu, Xianyi Zeng, Yang Xu & Ludovic Koehl. (2008) A fuzzy model of customer satisfaction index in e-commerce. Mathematics and Computers in Simulation 77:5-6, pages 512-521.
Crossref
Wei‐Jaw Deng. (2008) Fuzzy importance‐performance analysis for determining critical service attributes. International Journal of Service Industry Management 19:2, pages 252-270.
Crossref
Hesham A.E. Magd. (2008) ISO 9001:2000 in the Egyptian manufacturing sector: perceptions and perspectives. International Journal of Quality & Reliability Management 25:2, pages 173-200.
Crossref
Weijaw Deng. (2007) Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism. Tourism Management 28:5, pages 1274-1284.
Crossref
Yan-Qun He, Lai-Kow Chan & Ming-Lu Wu. (2007) Balancing productivity and consumer satisfaction for profitability: Statistical and fuzzy regression analysis. European Journal of Operational Research 176:1, pages 252-263.
Crossref
Kurt Matzler, Andreas Würtele & Birgit Renzl. (2006) Dimensions of price satisfaction: a study in the retail banking industry. International Journal of Bank Marketing 24:4, pages 216-231.
Crossref
Roy Andersson, Henrik Eriksson & Håkan Torstensson. (2006) Similarities and differences between TQM, six sigma and lean. The TQM Magazine 18:3, pages 282-296.
Crossref
Edward Truch. (2006) Lean consumption and its influence on brand. Journal of Consumer Behaviour 5:2, pages 157-165.
Crossref
Kurt Matzler, Heinz K. Stahl & Hans H. Hinterhuber. 2006. Kundenorientierte Unternehmensführung. Kundenorientierte Unternehmensführung 3 30 .
Kurt Matzler, Franz Bailom, Hans H Hinterhuber, Birgit Renzl & Johann Pichler. (2004) The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis. Industrial Marketing Management 33:4, pages 271-277.
Crossref
Hesham Magd, Nasser Kadasah & Adrienne Curry. (2003) ISO 9000 implementation: a study of manufacturing companies in Saudi Arabia. Managerial Auditing Journal 18:4, pages 313-322.
Crossref
Heinz K. Stahl, Kurt Matzler & Hans H. Hinterhuber. (2003) Linking customer lifetime value with shareholder value. Industrial Marketing Management 32:4, pages 267-279.
Crossref
Hans Jørn Juhl, Kai Kristensen & Peder Østergaard. (2002) Customer satisfaction in European food retailing. Journal of Retailing and Consumer Services 9:6, pages 327-334.
Crossref
Frank Martin Aarts & Ed Vos. (2001) The impact of ISO registration on New Zealand firms’ performance: a financial perspective. The TQM Magazine 13:3, pages 180-191.
Crossref

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Order Reprints Request Corporate Permissions

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

Request Academic Permissions

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.