Key Readings

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

These Key Readings are taken from the Emerald Management Reviews Database.

1. Insurance company effectiveness under extreme conditions: lessons from a consumer test

Moore D P, Moore J
Group & Organization Management (USA)
Vol: 20; Issue: 3; Year: 1995; Start Page: 355; No of Pages: 26;
Keywords: CONSUMER ATTITUDES, CUSTOMER SATISFACTION, DISASTERS, INSURANCE COMPANIES, ORGANIZATIONAL PERFORMANCE, SERVICE QUALITY,
Style: Research paper
Content Indicators: Research Implication - *, Practice Implication - **, Originality - **, Readability - **
ISSN: 1059-6011
Reference: 25AA749
DOI: 10.1177/1059601195203007

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2. Customer care at Standard Life Assurance Co. Ltd

Potter D
Managing Service Quality (UK)
Vol: 5; Issue: 5; Year: 1995; Start Page: 16; No of Pages: 4;
Keywords: BENCHMARKING, CUSTOMER SATISFACTION, CUSTOMER SERVICE, IMPROVEMENT, INSURANCE COMPANIES, STANDARD LIFE,
Style: Case study
Content Indicators: Research Implication - *, Practice Implication - **, Originality - *, Readability - *
ISSN: 0960-4529
Reference: 25AA219

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3. Divorce your outsourcer?

Appleton E L
Datamation (USA)
Vol: 42; Issue: 14; Year: 1996; Start Page: 60; No of Pages: 2;
Keywords: COMPUTER OUTSOURCING, CONTRACTS, CUSTOMER SATISFACTION, INFORMATION SYSTEMS, SERVICE QUALITY,
Style: Case study
Content Indicators: Research Implication - **, Practice Implication - ***, Originality - **, Readability - ***
ISSN: 0011-6963
Reference: 25AY376

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4. Household store brand proneness: a framework

Richardson P S, Jain A K, Dick A
Journal of Retailing (USA)
Vol: 72; Issue: 2; Year: 1996; Start Page: 159; No of Pages: 27;
Keywords: BRAND LOYALTY, BRANDS, CONSUMER BEHAVIOUR, CUSTOMER LOYALTY, OWN-LABEL GOODS, USA,
Style: Research paper
Content Indicators: Research Implication - **, Practice Implication - ***, Originality - **, Readability - ***
ISSN: 0022-4359
Reference: 25AY406
DOI: 10.1016/S0022-4359(96)90012-3

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5. An empirical examination of a model of perceived service quality and satisfaction

Spreng R A, Mackoy R D
Journal of Retailing (USA)
Vol: 72; Issue: 2; Year: 1996; Start Page: 201; No of Pages: 14;
Keywords: CUSTOMER SATISFACTION, PERFORMANCE, SERVICE QUALITY, USA,
Style: Research paper
Content Indicators: Research Implication - **, Practice Implication - **, Originality - **, Readability - **
ISSN: 0022-4359
Reference: 25AY408
DOI: 10.1016/S0022-4359(96)90014-7

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6. Quality management practices worldwide: convergence or divergence?

Yavas B F
Quality Progress (USA)
Vol: 28; Issue: 10; Year: 1995; Start Page: 57; No of Pages: 5;
Keywords: ASIA, CUSTOMER SATISFACTION, ELECTRONICS INDUSTRY, MANAGEMENT STYLES, PERCEPTIONS, QUALITY MANAGEMENT, USA,
Style: Research paper
Content Indicators: Research Implication - **, Practice Implication - *, Originality - *, Readability - **
ISSN: 0033-524X
Reference: 25AA313

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7. Marketing myopia revisited: a view through the 'coloured' looking glass of a client

Kashyap D
Marketing and Research Today (Netherlands)
Vol: 24; Issue: 3; Year: 1996; Start Page: 197; No of Pages: 5;
Keywords: CLIENTS, COMPETITIVE ADVANTAGE, CUSTOMER REQUIREMENTS, CUSTOMER SATISFACTION, LEADERSHIP, MARKET RESEARCH, TOP MANAGEMENT,
Style: Viewpoint
Content Indicators: Research Implication - **, Practice Implication - **, Originality - *, Readability - **
ISSN: 0923-5957
Reference: 25AY867

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8. A re-examination of the determinants of consumer satisfaction

Spreng R A, MacKenzie S B, Olshavsky R W
Journal of Marketing (USA)
Vol: 60; Issue: 3; Year: 1996; Start Page: 15; No of Pages: 18;
Keywords: CONSUMER BEHAVIOUR, CUSTOMER SATISFACTION, MARKETING COMMUNICATIONS, MODELS,
Style: Research paper
Content Indicators: Research Implication - **, Practice Implication - **, Originality - *, Readability - **
ISSN: 0022-2429
Reference: 25AY870
DOI: 10.2307/1251839

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9. IS takes charge of customer service!

Varney S E, Fisher S E
Datamation (USA)
Vol: 42; Issue: 14; Year: 1996; Start Page: 46; No of Pages: 6;
Keywords: CUSTOMER CARE, CUSTOMER SATISFACTION, DATA, INFORMATION SYSTEMS, INTERNET,
Style: Case study
Content Indicators: Research Implication - **, Practice Implication - ***, Originality - **, Readability - **
ISSN: 0011-6963
Reference: 25AY374

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10. Measuring customer satisfaction

Curtis C C, Ellis L W
Research Technology Management (USA)
Vol: 38; Issue: 5; Year: 1995; Start Page: 45; No of Pages: 4;
Keywords: CUSTOMER SATISFACTION, INNOVATION, R&D, REGRESSION ANALYSIS,
Style: Research paper
Content Indicators: Research Implication - **, Practice Implication - **, Originality - **, Readability - *
ISSN: 0895-6308
Reference: 25AA330

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