Timothy L. Keiningham

Return on Quality (ROQ): Making Service Quality Financially Accountable

Roland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham · Journal of Marketing · 1995 · 1.5K citations

Total Quality Management, Customer Satisfaction, Quality Improvement Efforts +13

Return on Quality (ROQ): Making Service Quality Financially Accountable

Roland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham · Journal of Marketing · 1995 · 649 citations

Total Quality Management, Customer Satisfaction, Quality Improvement Efforts +11

A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics

Bruce Cooil, Timothy L. Keiningham, Lerzan Aksoy et al. · Journal of Marketing · 2006 · 533 citations

The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet

Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy et al. · Managing Service Quality · 2007 · 402 citations

Customer Experience, Customer Satisfaction, Digital Marketing +19

Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

Arne De Keyser, Katrien Verleye, Katherine N. Lemon et al. · Journal of Service Research · 2020 · 386 citations · Full text

Customer Experience, Customer Satisfaction, Consumer Research +26