Concepedia

Customer Key Performance Indicators

Customer Key Performance Indicators is a metric that quantifies specific aspects of customer-related performance within an organization by measuring outcomes such as satisfaction, retention, and profitability to assess the effectiveness of customer-centric strategies and operations.

52

Publications

3.4K

Citations

135

Authors

71

Institutions

Publications per year

2017–2026

21

Variants

Customer Kpis

Parents

Publications

52

A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.

Hui Liao, Aichia Chuang · Academy of Management Journal · 2004 · 1.1K citations

, , +17

Customer satisfaction and firm performance: insights from over a quarter century of empirical research

Ashley S. Otto, David M. Szymanski, Rajan Varadarajan · Journal of the Academy of Marketing Science · 2019 · 333 citations

, , +16

User Compensation as a Data Breach Recovery Action: An Investigation of the Sony PlayStation Network Breach1

Sigi Goode, Hartmut Hoehle, Viswanath Venkatesh et al. · MIS Quarterly · 2017 · 151 citations

, , +15

The impact of artificial intelligence in marketing on the performance of business organizations: evidence from SMEs in an emerging economy

Kwabena Abrokwah-Larbi, Yaw Awuku-Larbi · Journal of Entrepreneurship in Emerging Economies · 2023 · 136 citations

, , +12

Using big data to improve customer experience and business performance

Jeffrey Spiess, Yves T'Joens, Raluca Dragnea et al. · Bell Labs Technical Journal · 2014 · 130 citations

, , +17

1–5 of 52

Authors

135

  1. GB
    Grégory Bressolles

    Kedge Business School, France

    2 publications · 63 citations

    2

    h-index

  2. GL
    Gérald Lang

    University of Leeds, United Kingdom

    2 publications · 63 citations

    2

    h-index

  3. CL
    Chang Li

    East China Normal University, China

    1 publications · 76 citations

    1

    h-index

  4. DM
    Dimitris Mourtzis

    University of Patras, Greece

    1 publications · 32 citations

    1

    h-index

  5. HH
    Hartmut Hoehle

    University of Arkansas at Fayetteville, United States

    1 publications · 151 citations

    1

    h-index

1–5 of 135

Institutions

71

  1. Kedge Business School

    Talence, France

    2 h-index

    4 publications

    126 citations

  2. INSEAD

    Fontainebleau, France

    1 h-index

    1 publications

    77 citations

  3. Alcatel Lucent (Germany)

    Stuttgart, Germany

    1 h-index

    5 publications

    650 citations

  4. Quality Systems (United States)

    Irvine, United States

    1 h-index

    1 publications

    11 citations

  5. University of Patras

    Pátrai, Greece

    1 h-index

    3 publications

    96 citations

  6. Imam Khomeini International University

    Qazvin, Iran

    1 h-index

    3 publications

    54 citations

  7. University of Edinburgh

    Edinburgh, United Kingdom

    1 h-index

    2 publications

    152 citations

  8. East China Normal University

    Shanghai, China

    1 h-index

    1 publications

    76 citations

1–8 of 71

Venues

  1. Measuring Business Excellence

    4 publications · 194 citations

    4

    h-index

  2. The American Statistician

    1 publications · 17 citations

    1

    h-index

  3. 1

    h-index

  4. Journal of Marketing Analytics

    1 publications · 18 citations

    1

    h-index

  5. Management Science Letters

    1 publications · 18 citations

    1

    h-index

1–5