Concepedia

Customer Impact Analysis

Customer Impact Analysis is a systematic assessment method that identifies and evaluates the effects of business disruptions on customer service, satisfaction, and retention, distinguishing it from broader business impact analyses by focusing specifically on customer-facing outcomes.

30

Publications

1.3K

Citations

83

Authors

40

Institutions

Publications per year

2017–2026

8

Parents

Publications

30

System and customer impact: considerations for series custom power devices

S.W. Middlekauff, E.R. Collins · IEEE Transactions on Power Delivery · 1998 · 130 citations

, , +16

Focusing on the Long-term

Henning Hohnhold, Deirdre O'Brien, Diane Tang · 2015 · 114 citations · Full text

, , +14

Measurement and impact of customer experience in banking sector

Hardeep Chahal, Kamani Dutta · DECISION · 2014 · 107 citations

, , +14

Service Failure Severity, Customer Satisfaction, and Market Share

Timothy L. Keiningham, Forrest V. Morgeson, Lerzan Aksoy et al. · Journal of Service Research · 2014 · 96 citations

, , +15

Interruption costs of service sector electricity customers, a hybrid approach

Sinan Küfeoğlu, Matti Lehtonen · International Journal of Electrical Power & Energy Systems · 2014 · 72 citations · Full text

, , +12

1–5 of 30

Authors

83

  1. GD
    Graziela dos Santos Bento

    Universidade Regional de Blumenau, Brazil

    1 publications · 62 citations

    1

    h-index

  2. CL
    Cristina Ledro

    University of Padua, Italy

    1 publications · 28 citations

    1

    h-index

  3. HH
    Henning Hohnhold

    Google (United States), United States

    1 publications · 114 citations

    1

    h-index

  4. MT
    Moe Thandar Wynn

    Queensland University of Technology, Australia

    1 publications · 16 citations

    1

    h-index

  5. WB
    Wasana Bandara

    Queensland University of Technology, Australia

    1 publications · 16 citations

    1

    h-index

1–5 of 83

Institutions

40

  1. SGH Warsaw School of Economics

    Warsaw, Poland

    1 h-index

    2 publications

    30 citations

  2. University of Cape Town

    Rondebosch, South Africa

    1 h-index

    3 publications

    36 citations

  3. University of Miami

    Coral Gables, United States

    1 h-index

    1 publications

    58 citations

  4. University of Missouri

    Columbia, United States

    1 h-index

    1 publications

    19 citations

  5. IBM (United States)

    Armonk, United States

    1 h-index

    1 publications

    12 citations

  6. University of Jammu

    Jammu, India

    1 h-index

    2 publications

    214 citations

  7. Loyola Marymount University

    Los Angeles, United States

    1 h-index

    2 publications

    116 citations

  8. University of Strathclyde

    Glasgow, United Kingdom

    1 h-index

    4 publications

    80 citations

1–8 of 40

Venues

  1. Journal of Business Research

    JBR · 2 publications · 73 citations

    2

    h-index

  2. IEEE Transactions on Power Delivery

    2 publications · 201 citations

    2

    h-index

  3. Journal of Service Research

    JSR · 1 publications · 96 citations

    1

    h-index

  4. European Journal of Operational Research

    1 publications · 20 citations

    1

    h-index

  5. Business Process Management Journal

    BPMJ · 1 publications · 16 citations

    1

    h-index

1–5