Customer Service Quality and Loyalty

Field	Business, Management and Accounting
Subfield	Organizational Behavior and Human Resource Management
Domain	Social Sciences
OpenAlex	T10154

Smeal faculty

• J. Andrew Petersen - score 11.0
• Stefan Wuyts - score 5.0
• Hans Baumgartner - score 4.0
• Duncan K. Fong - score 2.0
• Gary L. Lilien - score 2.0
• Brett Christenson - score 1.0
• Sara Loughran Dommer - score 1.0
• Arvind Rangaswamy - score 1.0
• Brian Lee - score 1.0
• Robert A. Novack - score 1.0
• Alan J. Stenger - score 1.0

Papers

• Customer satisfaction and loyalty in online and offline environments (2003) - cites 1552
• Marketing survey research best practices: evidence and recommendations from a review of JAMS articles (2017) - cites 1005
• The Role of Consumption Emotions in the Satisfaction Response (2002) - cites 411
• Misresponse to Reversed and Negated Items in Surveys: A Review (2012) - cites 387
• Informants in Organizational Marketing Research: Why Use Multiple Informants and how to Aggregate Responses (2002) - cites 325
• The biasing effect of common method variance: some clarifications (2021) - cites 270
• The Purchasing of Full-Service Contracts: (2001) - cites 270
• Vertical Marketing Systems for Complex Products: A Triadic Perspective (2004) - cites 192
• Driving Profitability by Encouraging Customer Referrals: Who, When, and How (2010) - cites 169
• Forward-Looking Focus (2006) - cites 164
• An Exploratory Investigation of the Structure of the Buying Center in the Metalworking Industry (1984) - cites 163
• Choosing the Right Metrics to Maximize Profitability and Shareholder Value (2009) - cites 157
• Using a Customer-Level Marketing Strategy to Enhance Firm Performance: A Review of Theoretical and Empirical Evidence (2005) - cites 136
• The Connected Customer : The Changing Nature of Consumer and Business Markets (2010) - cites 87
• Partner selection in B2B information service markets (2009) - cites 65
• Outsourcing customer support: The role of provider customer focus (2014) - cites 63
• Defining, Measuring, and Managing Business Reference Value (2012) - cites 60
• Reversing the Logic: The Path to Profitability through Relationship Marketing (2009) - cites 59
• Unlocking the power of marketing: understanding the links between customer mindset metrics, behavior, and profitability (2017) - cites 53
• Managing Product Returns Within the Customer Value Framework (2017) - cites 39
• Measuring and Managing Customer Engagement Value Through the Customer Journey (2017) - cites 25
• Revisiting customer value analysis in a heterogeneous market (2010) - cites 18
• The role of commitment in online reputation systems: An empirical study of express delivery promise in an E-commerce platform (2023) - cites 18
• Customer behavior across competitive loyalty programs (2023) - cites 14
• Implementing Managerial Constraints in Model-Based Segmentation: Extensions of Kim, Fong, and DeSarbo (2012) with an Application to Heterogeneous Perceptions of Service Quality (2013) - cites 11
• Leveraging stakeholder networks with outside-in marketing (2020) - cites 7
• Incumbent and non-incumbent salesperson consultation in the pre-decision stage of organizational purchasing (2019) - cites 3
• THE EFFECTS OF JUDGMENTAL STRUCTURE, COMPLEXITY, AND CONSISTENCY ON MANAGERIAL PERFORMANCE. (1995) - cites 2
• Managing information in the supply chain to enhance customer service and build relationships (2003) - cites 1
• We Don’T Think You’Re Important: Exploring the Effects of Loyalty Programs on Those Excluded From Benefits (2014) - cites 0