Concepedia

Customer Satisfaction Variables

Customer Satisfaction Variables is a construct in marketing research that operationalizes specific measurable factors influencing customers' evaluative judgments of products or services, distinguishing it from other segmentation bases by focusing on post-consumption affective and cognitive responses as determinants of loyalty and retention.

5K

Publications

377.9K

Citations

9.8K

Authors

2.7K

Institutions

Publications per year

2017–2026

2.2K

Parents

Publications

5K

Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

J. Joseph Cronin, Michael K. Brady, G. Tomas M. Hult · Journal of Retailing · 2000 · 6.4K citations

, , +16

The Antecedents and Consequences of Customer Satisfaction for Firms

Eugene W. Anderson, Mary W. Sullivan · Marketing Science · 1993 · 4.6K citations

, , +13

The American Customer Satisfaction Index: Nature, Purpose, and Findings

Claes Fornell, Michael D. Johnson, Eugene W. Anderson et al. · Journal of Marketing · 1996 · 3.8K citations

, , +14

An examination of the effects of motivation and satisfaction on destination loyalty: a structural model

Yooshik Yoon, Muzaffer Uysal · Tourism Management · 2003 · 3.3K citations

, , +14

Cognitive, Affective, and Attribute Bases of the Satisfaction Response

Richard L. Oliver · Journal of Consumer Research · 1993 · 3.2K citations

, , +15

1–5 of 5K

Authors

9.8K

  1. HH
    Heesup Han

    Sejong University, South Korea

    21 publications · 3.7K citations

    19

    h-index

  2. TL
    Timothy L. Keiningham

    Fordham University, United States

    21 publications · 2.9K citations

    19

    h-index

  3. LA
    Lerzan Aksoy

    Fordham University, United States

    19 publications · 1.8K citations

    18

    h-index

  4. IG
    Irene Gil Saura

    Universitat de València, Spain

    16 publications · 798 citations

    15

    h-index

  5. KM
    Kurt Matzler

    Universität Innsbruck, Austria

    13 publications · 2.9K citations

    13

    h-index

1–5 of 9.8K

Institutions

2.7K

  1. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    36 h-index

    96 publications

    8.6K citations

  2. Universitas Patria Artha

    Makassar, Indonesia

    26 h-index

    104 publications

    3.8K citations

  3. Universitat de València

    Valencia, Spain

    25 h-index

    96 publications

    4.6K citations

  4. Michigan State University

    East Lansing, United States

    22 h-index

    41 publications

    5.5K citations

  5. University of Technology Malaysia

    Johor Bahru, Malaysia

    22 h-index

    67 publications

    3.9K citations

  6. Universiti Sains Malaysia

    George Town, Malaysia

    21 h-index

    63 publications

    5.1K citations

  7. Pennsylvania State University

    State College, United States

    21 h-index

    30 publications

    4.6K citations

  8. University of Michigan

    Ann Arbor, United States

    20 h-index

    31 publications

    13.6K citations

1–8 of 2.7K

Venues

  1. International Journal of Bank Marketing

    86 publications · 10.7K citations

    57

    h-index

  2. Journal of Services Marketing

    72 publications · 9.6K citations

    50

    h-index

  3. Journal of Retailing and Consumer Services

    60 publications · 6.9K citations

    43

    h-index

  4. 35

    h-index

  5. European Journal of Marketing

    EJM · 40 publications · 8.9K citations

    35

    h-index

1–5