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

Mittal, Vikas; Han, Kyuhong; Frennea, Carly; Blut, Markus; Shaik, Muzeeb; Bosukonda, Narendra; Sridhar, Shrihari

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


Authors

Vikas Mittal

Kyuhong Han

Carly Frennea

Muzeeb Shaik

Narendra Bosukonda

Shrihari Sridhar



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.

Citation

Mittal, V., Han, K., Frennea, C., Blut, M., Shaik, M., Bosukonda, N., & Sridhar, S. (2023). Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us. Marketing Letters, 34, 171–187. https://doi.org/10.1007/s11002-023-09671-w

Journal Article Type Article
Acceptance Date Feb 14, 2023
Online Publication Date Mar 3, 2023
Publication Date 2023
Deposit Date Mar 7, 2023
Publicly Available Date Mar 7, 2023
Journal Marketing Letters
Print ISSN 0923-0645
Electronic ISSN 1573-059X
Publisher Springer
Peer Reviewed Peer Reviewed
Volume 34
Pages 171–187
DOI https://doi.org/10.1007/s11002-023-09671-w
Public URL https://durham-repository.worktribe.com/output/1177471

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Publisher Licence URL
http://creativecommons.org/licenses/by/4.0/

Copyright Statement
Early View This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/.






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