Concepedia

CUSTOMER-FIRM RELATIONSHIPS, INVOLVEMENT, AND CUSTOMER SATISFACTION.

Paul S. Goodman, Mark Fichman, F. Javier Lerch, P. R. Snyder

Academy of Management Journal · 1995 · 199 citations · 14 references

Concepts

BusinessMarketingMarketing ManagementCustomer Relationship ManagementRelationship MarketingSupplier Relationship ManagementConsumer InvolvementCustomer EngagementCustomer Experience ManagementCustomer ParticipationCustomer SatisfactionSupplier EngagementCustomer ExperienceCustomer Relationship MarketingCustomer Satisfaction VariablesInvolvement MeasurementMediating Role Of InvolvementSatisfaction

Abstract

Relationships among levels of involvement between customers and suppliers, customers' evaluations of core and peripheral factors in their transactions, and customers' overall satisfaction were exam...

References

14

The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.

Reuben M. Baron, David A. Kenny · Journal of Personality and Social Psychology · 1986 · 72.1K citations

Social Sciences, Psychology, Social Psychology +10

A National Customer Satisfaction Barometer: The Swedish Experience

Claes Fornell · Journal of Marketing · 1992 · 4.7K citations

Business, Business Economics, Strategic Management +12

A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

William Boulding, Ajay Kalra, Richard Staelin et al. · Journal of Marketing Research · 1993 · 3.4K citations

Business, Marketing, Marketing Management +16

The Use of Pledges to Build and Sustain Commitment in Distribution Channels

Erin Anderson, Barton A. Weitz · Journal of Marketing Research · 1992 · 3K citations

Management, Social Psychology, Channel Management +8

Violating the psychological contract: Not the exception but the norm

Sandra L. Robinson, Denise M. Rousseau · Journal of Organizational Behavior · 1994 · 2.5K citations

Management, Organizational Behavior, Psychology +11