Concepedia

Cumulative Satisfaction

Cumulative Satisfaction is a longitudinal construct in customer satisfaction research that represents the aggregate evaluation of a customer’s repeated experiences with a product or service over time, distinguished from momentary satisfaction by its integrative and temporally extended nature.

40

Publications

7.3K

Citations

95

Authors

71

Institutions

Publications per year

2017–2026

12

Parents

Publications

40

A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction

Ruth N. Bolton · Marketing Science · 1998 · 2K citations

, , +16

Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay

Christian Homburg, Nicole Koschate, Wayne D. Hoyer · Journal of Marketing · 2005 · 1.2K citations

, , +16

An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters

Amy Smith, Ruth N. Bolton · Journal of Service Research · 1998 · 795 citations

, , +15

Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations

Line Lervik Olsen, Michael D. Johnson · Journal of Service Research · 2003 · 475 citations

, , +16

A Meta-Analysis of Organizational Complaint Handling and Customer Responses

Katja Gelbrich, Holger Roschk · Journal of Service Research · 2010 · 450 citations · Full text

, , +17

1–5 of 40

Authors

95

  1. JM
    Jan Mattsson

    Roskilde University, Denmark

    3 publications · 406 citations

    3

    h-index

  2. MZ
    Mosad Zineldin

    Växjö Kommun, Sweden

    3 publications · 478 citations

    3

    h-index

  3. PJ
    Peter J. Danaher

    University of Auckland, New Zealand

    3 publications · 406 citations

    3

    h-index

  4. RN
    Ruth N. Bolton

    Arizona State University, United States

    2 publications · 2.8K citations

    2

    h-index

  5. HC
    Hatice Camgöz Akdağ

    Istanbul Technical University, Türkiye

    2 publications · 155 citations

    2

    h-index

1–5 of 95

Institutions

71

  1. University of Auckland

    Auckland, New Zealand

    3 h-index

    3 publications

    406 citations

  2. Växjö Kommun

    Vaxjo, Sweden

    2 h-index

    2 publications

    360 citations

  3. Kadir Has University

    Istanbul, Türkiye

    2 h-index

    2 publications

    155 citations

  4. University of Maryland, College Park

    College Park, United States

    2 h-index

    2 publications

    2.8K citations

  5. Karlstad University

    Karlstad, Sweden

    2 h-index

    2 publications

    335 citations

  6. Sungkyunkwan University

    Seoul, South Korea

    2 h-index

    1 publications

    60 citations

  7. Hunter Water

    Newcastle, Australia

    2 h-index

    1 publications

    60 citations

  8. Groupe de Recherche en Droit, Économie, Gestion

    Sophia Antipolis, France

    1 h-index

    1 publications

    35 citations

1–8 of 71

Venues

  1. Journal of Service Research

    JSR · 4 publications · 1.7K citations

    4

    h-index

  2. 2

    h-index

  3. European Journal of Marketing

    EJM · 2 publications · 504 citations

    2

    h-index

  4. 2

    h-index

  5. International Economic Review

    1 publications · 31 citations

    1

    h-index

1–5