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Everything about Customer satisfaction
Provides a leading indicator of consumer purchase intentions and loyalty
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals". Enhancing customer satisfaction and fostering customer loyalty are pivotal for businesses, given the significant importance of improving the balance between customer attitudes before and after the consumption process. Wikipedia →
🧭 Start here: a 6-step reading path
- Read the overview: Customer satisfactionA 5-minute orientation
- Skim a recent paper: Understanding the user satisfaction and loyalty of customer service chatbotsInfluential work since 2022
- Pick up a classic book: The Innovator's DilemmaThe most-reprinted book on the subject
- Read the landmark paper: The Different Roles of Satisfaction, Trust, and Commitment in Customer RelationshipsCited 9,030 times
- Go sideways: Service qualityA closely related topic
- Go sideways: American Customer Satisfaction IndexA closely related topic
📖 Definitions
No dictionary entry for this exact phrase.
🗂️ The subject at a glance
🏆 Landmark papers (most cited)
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
A National Customer Satisfaction Barometer: The Swedish Experience
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
The American Customer Satisfaction Index: Nature, Purpose, and Findings
The Antecedents and Consequences of Customer Satisfaction for Firms
Corporate Social Responsibility, Customer Satisfaction, and Market Value
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
🆕 Influential since 2022
Understanding the user satisfaction and loyalty of customer service chatbots
AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior
The Impact of Perceived Greenwashing on Customer Satisfaction and the Contingent Role of Capability Reputation
When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type
Emotional expression by artificial intelligence chatbots to improve customer satisfaction: Underlying mechanism and boundary conditions
📚 Books worth reading
The Innovator's DilemmaClayton M. Christensen, L J Ganser · 1997
InspiredMarty Cagan · 2008- 📕CIM Revision CardsRay Donnelly · 2009
Customer ServicePaul R. Timm · 1997- 📕Customer Value Creation BehaviorYoujae Yi · 2014
Service qualityRoland T. Rust, Richard L. Oliver · 1993
Winning with customersD. Keith Pigues · 2010
How to win customers and keep them for lifeMichael LeBoeuf · 1987
Ranked by number of editions on Open Library, a rough measure of how lasting a book is.
🔗 Related topics
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- Expectation confirmation theory Expectation confirmation theory (or ECT) is a cognitive theory which seeks to explain post-purchase or post-adoption satisfaction as a function of expectations…
- Customer retention Customer retention refers to the ability of a company or product to retain its customers over some specified period. High customer retention means customers…
- Claes Fornell Claes Fornell is an expert on customer satisfaction analytics and capital asset management. Born in Sweden in 1947, Claes Fornell received a Doctorate…
- Consumer value Consumer value is used to describe a consumer's strong relative preference for certain subjectively evaluated product or service attributes. The construct…
- Kano model The Kano model is a theory for product development and customer satisfaction developed in the 1980s by Noriaki Kano. This model provides a framework for…