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Rice University
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customer satisfaction
customer engagement, customer loyalty, cocreation, services marketing
Repurchase behavior, satisfaction ratings
focus groups, in-depth interviews, ethnography, qualitative research, quantitative research.
design of experiments, internal validity, external validity, customer research, marketing
Voice of the Customer, Customer Listening, Survey Research, Tracking Study, Cross Tabulations, Satisfaction Study, Cross-Sectional Research, Buyer-Behavior Study
sustainability; supply chain; circular economy; retailing; social impact
customer relationship management; CRM; CRM strategy; CRM implementation
Brand identity, Brand loyalty, Logos
E-service quality; Marketing channels; Meta-analysis; Measurement; Research design; Contingency factors
patient research, patient satisfaction, strategy planning, importance-performance charts, survey research, strategy implementation, health, analysis of health care markets
attribute-level performance, satisfaction, repurchase intentions
customer satisfaction, satisfaction-profit chain
regret, repurchase, complaint
cultural orientation, impulsive buying, power distance belief
commitment, loyalty, cross-cultural, repurchase intentions, goods versus services
customer satisfaction, customer loyalty, satisfaction-profit-chain, firm-financial outcomes
Customer Management, Customer Satisfaction, Customer Delight; Benefit, Hedonic, Utilitarian
prosocial behavior, symbolization, internalization, recognition, moral identity
switching costs, customer satisfaction, repurchase intentions, repurchase behavior
charitable behavior, recognition, moral identity, symbolization, social reinforcement
Service; Profitability; Service-Profit Chain; Retention; Satisfaction; Banking; Financial Service
signaling theory, achievements and lapses, business scope, stakeholder
business-to-business marketing, overall satisfaction, financial performance, positive asymmetry, negative asymmetry, attribute-level satisfaction
Financial Switching Costs, Procedural Switching Costs, Relational Switching Costs, Customer Satisfaction, Customer Price Sensitivity, Repurchase Intentions, B-to-B marketing
Political Identity, Liberals, Conservatives, Donation Behavior, Moral Identity, Moral Foundations Theory
Customer Research, Service Experience, Customer Satisfaction, Importance-Performance Charts, Survey Research
brand equity, customer equity, brand asset, customer asset
Oil & Gas Industry, Energy Industry, Strategic Performance, Perception Survey, CSR, Reputation, Safety, Financial Management
Buy American, Survey Research, Ethnocentrism, Patriotism, Local Identity, Customer Satisfaction
customer satisfaction, information usage, CSIU
Disconfirmation, responsibility, stability
charitable giving, moral identity, gender, donations, in-group, out-group, self-concept
corporate political activism, politics, CEO activism, corporate social responsibility, ESG, governance
customer satisfaction, employee satisfaction, manager satisfaction, franchisee satisfaction, exchange theory, purchase intentions, service-profit chain
Power Distance Belief, User Design, Customer Empowerment, Identification, Trust, Consumer Preferences, Purchase Intention
customers, employees, long-term value, energy industry, Halliburton, National Oilwell Varco, Schlumberger
attribute-level performance, behavioral intentions, service satisfaction
coroporate brand; public relations; movie release; brand equity
location theory, optimization, decision calculus, network design, supply chain model
Self construal, Brand commitment, Advertising framing, Logos, Consumers
Affect, Issue Framing, Issue Interpretation, and Risk Taking
self-interested behavior; unethical behavior; self-protection; disgust; emotion; cleansing
organizational behavior, poverty, working poor
patient satisfaction, quality of care, correspondence, health care marketing, patient choice
Toyota, brand, qualitative assessment
marketing strategy effectiveness, customer value drivers, customer satisfaction, natural language processing, financial performance
Affect, task-related affect, incidental affect, anger, sadness
patient satisfaction, attribute level performance
merger, dual emphasis, customer satisfaction, efficiency, financial performance, firm performance
customer satisfaction, spatial patterns, weighted regression
customer satisfaction; services marketing; marketing strategy and metrics
Nursing home; pressure ulcer; quality improvement; organization
Nursing homes, Workforce Issues, Organizational & Institutional issues, Long-term Care, Caregiving - Formal
risk taking, financial decisions, gender, issue capability, goal orientation, agency-communion theory
Customer complaint, Service quality, Customer loyalty, Tie strength, Customer satisfaction, Service recovery
Customer Satisfaction: A Multi-Level Framework
Customer Satisfaction, Marketing Strategy, Multi-level framework, Financial performance, Strategy
Customer divestment, customer lifetime value, customer relationship management
ethical decision-making; judgments of unethical behavior; magnitude of consequences; emotion; affect
Affective Commitment, Economic Commitment, Forced Commitment, Habitual Commitment, Asymmetry, Customer Satisfaction, Repurchase Intentions, B-to-B marketing
EIPS, initial learning experience, content-based knowledge, process-based knowledge
Opportunity Management for B2B Service Organizations: A Theory Informed Decision Support Framework
Service Operations, Combinatorial Optimization, Decision Support System, Sales Management, B2B Marketing, Machine Learning
Health status, Nursing homes, Quality of life
Hidden Markov Models, business-to-business strategy scope, risk, return, dynamics of strategy scope
Escalation of commitment; Decision risk; Project stage; Project information; Project completion; Risk taking; Sunk cost
gender, local-global identity, identity incongruence, price sensitivity, sacrifice mindset
customer satisfaction, time, service quality
Charity, Donor, Nonprofit, Scandal, Tainted, Trust, Integrity
pressure ulcers, nursing homes, QI initiative
adaptation-level theory, job satisfaction, perception gap, quality of life
commitment; satisfaction; termination; decision process
Political Identity, Male, Female, Educational Programs, Self Focus, Other Focus, Self Construal
accountability, procedural accountability, outcome accountability
Service Provider; Healthcare Services; Ethics Committees; Task Management; Relationship Management; Ethical Dilemma; Decision Making
Long-term care, Direct care workers, Workforce, Turnover, Retention
education, K12, customer satisfaction, satisfaction-performance chain, strategy
bottom line, marketing research department, profitability
institutional theory, diffusion, total quality management (TQM), quality circles
safety; accidents; market concentration; HHI; quasi-experimental; mediators
Construal level, emotion, valence, disgust, happiness, brand extension
cultural orientation; self-construal; regulatory focus; option attractiveness
research; financial impact; salary; publication
issue valence, issue capability, upside potential, risk taking
geriatric education, late-life mental health education, workforce development
sales promotions, self-construal, interdependence, in-group, brand personality
Political Identity, Extraordinary Experiences, Primal World Beliefs that the World Is Worth Exploring
Power Distance Belief, Data Breach, Consumer Satisfaction, Consumer Trust
Weather, Affect, Hedonic Consumption, Gender
Customer Relations, Management, Disinvestment, Business-To-Business Transactions, Business-To-Consumer Transactions, Strategic Planning, Profitability, Customer Lifetime Value, Marketing Strategy, Relationship Marketing, Business Planning, Customer Orientation, Market Orientation
prices, satisfaction, identity, customer-based
