Understanding firms' customer satisfaction information usage

Neu A. Morgan, Gene Anderson, Vikas Mittal

Research output: Contribution to journalArticle

117 Citations (Scopus)

Abstract

Despite theoretical and empirical research linking a firm's business performance to the satisfaction of its customers, knowledge of how firms collect and use customer satisfaction information is limited. The authors investigate firms' customer satisfaction information usage (CSIU) by drawing on in-depth interviews, a focus group of managers, and the existing literature. They identify key characteristics of the major processes involved in firms' CSIU and compare the CSIU practices revealed in their fieldwork with widely held normative theory prescriptions. They also identify variations in CSIU among the firms in the fieldwork and uncover factors that may help explain the observed differences.

Original languageEnglish (US)
Pages (from-to)131-151
Number of pages21
JournalJournal of Marketing
Volume69
Issue number3
DOIs
StatePublished - Jul 2005
Externally publishedYes

Fingerprint

Customer satisfaction
Factors
Customer knowledge
Business performance
Focus groups
Empirical research
Prescription
In-depth interviews
Managers

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing

Cite this

Understanding firms' customer satisfaction information usage. / Morgan, Neu A.; Anderson, Gene; Mittal, Vikas.

In: Journal of Marketing, Vol. 69, No. 3, 07.2005, p. 131-151.

Research output: Contribution to journalArticle

Morgan, Neu A. ; Anderson, Gene ; Mittal, Vikas. / Understanding firms' customer satisfaction information usage. In: Journal of Marketing. 2005 ; Vol. 69, No. 3. pp. 131-151.
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