Should We Delight the Customer?

A circumplex model of affect.

James A. Russell · Journal of Personality and Social Psychology · 1980 · 16K citations

Social Sciences, Psychology, Social Psychology +9

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Richard L. Oliver · Journal of Marketing Research · 1980 · 9.9K citations

Business, Marketing, Social Psychology +15

Satisfaction: a behavioral perspective on the consumer

Choice Reviews Online · 2010 · 6.1K citations

Business, Marketing, Psychology +17

The Antecedents and Consequences of Customer Satisfaction for Firms

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

Business, Marketing, Marketing Management +13

Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

Eugene W. Anderson, Claes Fornell, Donald R. Lehmann · Journal of Marketing · 1994 · 4.6K citations

Business, Business Economics, Economics +12