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Journal Articles

The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet

Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Tor W. Andreassen, Jay Weiner

Managing Service Quality: An International Journal (2007) 17 (4): 361–384.

https://doi.org/10.1108/09604520710760526

Published: 17 July 2007

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Journal Articles

A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail sales

Timothy L. Keiningham, Lerzan Aksoy, Bruce Cooil, Kenneth Peterson, Terry G. Vavra

Managing Service Quality: An International Journal (2006) 16 (5): 442–459.

https://doi.org/10.1108/09604520610686124

Published: 01 September 2006

View article titled, A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail sales

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Journal Articles

Call center satisfaction and customer retention in a co‐branded service context

Timothy L. Keiningham, Lerzan Aksoy, Tor Wallin Andreassen, Bruce Cooil, Barry J. Wahren

Managing Service Quality: An International Journal (2006) 16 (3): 269–289.

https://doi.org/10.1108/09604520610663499

Published: 01 May 2006

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