Customer Performance Indicators

Customer Performance Indicators is a type of performance measurement construct that specifically quantifies customer-related outcomes and behaviors to evaluate the effectiveness of business activities in meeting customer needs and driving customer value.

163

Publications

16.3K

Citations

373

Authors

215

Institutions

Publications per year

2017–2026

Parents

Kpi Selection

Publications

163

The balanced scorecard--measures that drive performance.

Robert S. Kaplan · PubMed · 1992 · 6.6K citations

Management, Performance Management, Strategy +17

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

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

Management, Hospitality Management, Organizational Behavior +17

Foundations of the American Customer Satisfaction Index

Eugene W. Anderson, Claes Fornell · Total Quality Management · 2000 · 550 citations

Business, Marketing, Marketing Management +13

The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance

Neil A. Morgan, Lopo L. Rego · Marketing Science · 2006 · 507 citations

Business, Marketing, Marketing Management +17

Improving your measurement of customer satisfaction: a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs

Choice Reviews Online · 1997 · 361 citations

Business, Marketing, Marketing Management +14

1–5 of 163

Authors

373

KA
Kwabena Abrokwah-Larbi
Koforidua Technical University, Ghana
2 publications · 171 citations
2
h-index
AT
Ahu Tuğba Karabulut
Istanbul Commerce University, Türkiye
2 publications · 245 citations
2
h-index
GT
Gérson Tontini
Universidade Regional de Blumenau, Brazil
2 publications · 175 citations
2
h-index
YJ
Yuko J. Nakanishi
University Transportation Research Center, United States
2 publications · 76 citations
2
h-index
AN
Aina Nindiani
Mercu Buana University, Indonesia
2 publications · 46 citations
2
h-index

1–5 of 373

Institutions

215

1–8 of 215

Venues

Measuring Business Excellence
5 publications · 249 citations
5
h-index
Procedia - Social and Behavioral Sciences
4 publications · 334 citations
4
h-index
Transportation Research Record Journal of the Transportation Research Board
TRR · 3 publications · 94 citations
3
h-index
Total Quality Management & Business Excellence
2 publications · 33 citations
3
h-index
Managing Service Quality
MSQ · 3 publications · 213 citations
3
h-index

1–5