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Journal of Customer Service in Marketing & Management Volume 3, 1997 - Issue 1
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Original Articles

An Investigation into the Relationship Between Consumer Satisfaction, Marketing Performance, and Firm Performance in a Services Environment

Larry P. Pleshko PhD Barry University, Andreas School of Business, Miami, FL, 33161-6695, USA
&
J. Joseph Cronin Jr. PhD Florida State University, College of Business, Marketing Department, Tallahassee, FL, 32306-1042, USA
Pages 7-17 | Published online: 15 Oct 2008

Citations (3)

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Read on this site (1)

Larry P. Pleshko & Richard A. Heiens. (2015) Customer satisfaction and loyalty in the Kuwaiti retail services market: why are satisfied buyers not always loyal buyers?. The International Review of Retail, Distribution and Consumer Research 25:1, pages 55-71.
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Articles from other publishers (2)

Mahour Mellat-ParastEllie (Elham) H. Fini. (2011) Effect of Disruptions on Service Quality and Market Share. Transportation Research Record: Journal of the Transportation Research Board 2214:1, pages 34-40.
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Adel Al-Wugayan, Larry P Pleshko & Samar M Baqer. (2008) An investigation of the relationships among consumer satisfaction, loyalty, and market share in Kuwaiti loan services. Journal of Financial Services Marketing 13:2, pages 95-106.
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