The relationship between customer satisfaction and firm performance: Generalizations and agendas for future research from a systematic review
Author:
Affiliation:
1. Waseda University
Publisher
Japan Society of Marketing and DIstribution
Subject
Psychiatry and Mental health,Neuropsychology and Physiological Psychology
Link
https://www.jstage.jst.go.jp/article/jsmd/25/1/25_1/_pdf
Reference137 articles.
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3. Ali, H. Y., Danish, R. Q., & Asrar-ul-Haq, M. (2020). How corporate social responsibility boosts firm financial performance: The mediating role of corporate image and customer satisfaction. Corporate Social Responsibility and Environmental Management, 27(1), 166–177. doi: 10.1002/csr.1781
4. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. doi: 10.1177/002224299405800304
5. Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction andshareholder value. Journal of Marketing, 68(4), 172–185. doi: 10.1509/jmkg.68.4.172.42723
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