• 5720 Citations
  • 13 h-Index
19942009
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Research Output 1994 2009

  • 5720 Citations
  • 13 h-Index
  • 12 Article
2009
51 Citations (Scopus)

Does customer satisfaction matter to investors? findings from the bond market

Anderson, G. & Mansi, S. A., Oct 2009, In : Journal of Marketing Research. 46, 5, p. 703-714 12 p.

Research output: Contribution to journalArticle

Investors
Bond market
Customer satisfaction
Credit rating
Factors
2006
14 Citations (Scopus)

Linking service and finance

Anderson, G., Nov 2006, In : Marketing Science. 25, 6, p. 587-589 3 p.

Research output: Contribution to journalArticle

Service profit chain
Finance
Marketing theory
2005
171 Citations (Scopus)

Dual emphasis and the long-term financial impact of customer satisfaction

Mittal, V., Anderson, G., Sayrak, A. & Tadikamalla, P., Sep 2005, In : Marketing Science. 24, 4, p. 544-555 12 p.

Research output: Contribution to journalArticle

Customer satisfaction
Financial performance
Revenue
Hypothesis test
Longitudinal data
118 Citations (Scopus)

Understanding firms' customer satisfaction information usage

Morgan, N. A., Anderson, G. & Mittal, V., Jul 2005, In : Journal of Marketing. 69, 3, p. 131-151 21 p.

Research output: Contribution to journalArticle

Customer satisfaction
Factors
Customer knowledge
Business performance
Focus groups
2004
579 Citations (Scopus)

Customer satisfaction and shareholder value

Anderson, G., Fornell, C. & Mazvancheryl, S. K., Oct 2004, In : Journal of Marketing. 68, 4, p. 172-185 14 p.

Research output: Contribution to journalArticle

Shareholder value
Customer satisfaction
Theoretical framework
Cash flow
Industry association
2003
65 Citations (Scopus)

The Formation of Market-Level Expectations and Its Covariates

Anderson, G. & Salisbury, L. C., Jun 2003, In : Journal of Consumer Research. 30, 1, p. 115-124 10 p.

Research output: Contribution to journalArticle

market
purchase
Covariates
industry
trend
2000
269 Citations (Scopus)

Foundations of the American Customer Satisfaction Index

Anderson, G. & Fornell, C., 2000, In : Total Quality Management. 11, 7

Research output: Contribution to journalArticle

Customer satisfaction
Methodology
Industry
Question answering
Global network
701 Citations (Scopus)

Strengthening the Satisfaction-Profit Chain

Anderson, G. & Mittal, V., 2000, In : Journal of Service Research. 3, 2, p. 107-120 14 p.

Research output: Contribution to journalArticle

Profitability
profit
Customer satisfaction
customer
Profit
1998
863 Citations (Scopus)

Customer satisfaction and word of mouth

Anderson, G., 1998, In : Journal of Service Research. 1, 1, p. 5-17 13 p.

Research output: Contribution to journalArticle

Customer satisfaction
customer
Sweden
Word-of-mouth
1996
147 Citations (Scopus)

Customer satisfaction and price tolerance

Anderson, G., 1996, In : Marketing Letters. 7, 3, p. 265-274 10 p.

Research output: Contribution to journalArticle

Customer satisfaction
Tolerance
Willingness-to-pay
Empirical analysis
1963 Citations (Scopus)

The American Customer Satisfaction Index: Nature, purpose, and findings

Fornell, C., Johnson, M. D., Anderson, G., Cha, J. & Bryant, B. E., Oct 1996, In : Journal of Marketing. 60, 4, p. 7-18 12 p.

Research output: Contribution to journalArticle

Customer satisfaction
Nature
Economic sectors
Index model
Benchmarking
1994
142 Citations (Scopus)

Cross-category variation in customer satisfaction and retention

Anderson, G., Jan 1994, In : Marketing Letters. 5, 1, p. 19-30 12 p.

Research output: Contribution to journalArticle

Customer retention
Repurchase
Customer satisfaction
Perceived quality
Switching costs