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
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
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
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
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
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
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
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
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
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