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Customer satisfaction: A meta-analysis of the empirical evidence

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Abstract

The growing number of academic studies on customer satisfaction and the mixed findings they report complicate efforts among managers and academics to identify the antecedents to, and outcomes of, businesses having more-versus less-satisfied customers. These mixed findings and the growing emphasis by managers on having satisfied customers point to the value of empirically synthesizing the evidence on customer satisfaction to assess current knowledge. To this end, the authors conduct a meta-analysis of the reported findings on customer satisfaction. They document that equity and disconfirmation are most strongly related to customer satisfaction on average. They also find that measurement and method factors that characterize the research often moderate relationship strength between satisfaction and its antecedents and outcomes. The authors discuss the implications surrounding these effects and offer several directions for future research.

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  1. Texas A&M University, Texas, USA

    David M. Szymanski

  2. North Carolina State University, North Carolina, USA

    David H. Henard

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David M. Szymanski (Ph.D., University of Wisconsin-Madison) is the Al and Marion Withers Research Fellow and Director, Center for Retailing Studies in the Lowry Mays College and Graduate School of Business, Texas A&M University. His research interests include applied meta-analysis, marketing strategy, personal selling and sales management, product innovation, and retail strategy. Representative research has appeared in theJournal of Marketing, theJournal of Marketing Research, and theJournal of Personal Selling and Sales Management.

David H. Henard (Ph.D., Texas A&M University) is an assistant professor of marketing at North Carolina State University. His research interests include product innovation, new product development, and corporate reputation.

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Szymanski, D.M., Henard, D.H. Customer satisfaction: A meta-analysis of the empirical evidence. JAMS 29, 16–35 (2001). https://doi.org/10.1177/0092070301291002

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