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Carly Frennea

Jones Graduate School of Business

Doctoral Student

6100 South Main Street

P.O. Box 1892

Houston, TX 77005-1892

United States

  • Jones Graduate School of Business

SCHOLARLY PAPERS

6

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Rank 12,323

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Top 12,323

in Total Papers Downloads

9,358

TOTAL CITATIONS

5

Scholarly Papers (6)

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1.

Customer Satisfaction: A Strategic Review and Guidelines for Managers

MSI Fast Forward Series, Marketing Science Institute, Cambridge, MA, 2010
Number of pages: 28 Posted: 27 Oct 2013
Vikas Mittal and Carly Frennea
Rice University and Jones Graduate School of Business
Downloads 6,154 (3,227)
Citation 1

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customer satisfaction

2.

A Five-Component Customer Commitment Model: Implications for Repurchase Intentions in Goods and Services Industries

Journal of Service Research, 1-18, 2015
Number of pages: 18 Posted: 14 Apr 2015
Timothy L. Keiningham, Carly Frennea, Lerzan Aksoy, Alexander and Vikas Mittal
Ipsos Loyalty - North America, Jones Graduate School of Business, Fordham University - Gabelli School of Business, Ipsos Loyalty and Rice University
Downloads 901 (65,667)

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commitment, loyalty, cross-cultural, repurchase intentions, goods versus services

3.

The Satisfaction Profit Chain

Frennea, Carly, Mittal, Vikas and Westbrook, Robert A., The Satisfaction Profit Chain (April 16, 2014)
Number of pages: 39 Posted: 26 Nov 2016
Carly Frennea, Vikas Mittal and Robert A. Westbrook
Jones Graduate School of Business, Rice University and Rice University - Jones Graduate School of Management
Downloads 817 (75,003)

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customer satisfaction, customer loyalty, satisfaction-profit-chain, firm-financial outcomes

4.

How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis

International Journal of Research in Marketing, Forthcoming
Number of pages: 32 Posted: 23 Jan 2015
Markus Blut, Carly Frennea, Vikas Mittal and David Mothersbaugh
Durham University, Jones Graduate School of Business, Rice University and University of Alabama - Department of Management and Marketing
Downloads 774 (80,649)
Citation 4

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switching costs, customer satisfaction, repurchase intentions, repurchase behavior

5.

Managing Customer Value in Business-to-Business Markets

Marketing Review St. Gallen 3/2014
Number of pages: 9 Posted: 30 Apr 2014
Vikas Mittal, Carly Frennea and Robert A. Westbrook
Rice University, Jones Graduate School of Business and Rice University - Jones Graduate School of Management
Downloads 372 (198,899)

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6.

Chapter 16 - Managing Customer Satisfaction

Mittal, Vikas & Carly Frennea (2012) "16- Managing Customer Satisfaction," Handbook of Marketing Strategy, Venky Shankar and Gregory Carpenter (Eds.), 261
Number of pages: 29 Posted: 02 Nov 2013
Vikas Mittal and Carly Frennea
Rice University and Jones Graduate School of Business
Downloads 340 (219,867)

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customer satisfaction