Reference health
Customer Satisfaction, Loyalty Behaviors, and Firm-Financial Performance: What 30 Years of Research Tells Us
6 of 116 checkable references need attention · checked 2026-08-06
At the dated check, the references listed below either did not resolve in Crossref or DataCite, or carried a retraction notice. Each one is shown with the registry record that put it there.
18 without a DOI — not checked. A reference deposited without a DOI is never matched by title or guessed at; it stays outside the checked set, and this line discloses that.
References needing attention
does not resolve to a known work10.1509/jmkg.72.1.46
does not resolve to a known work10.1037//0033-2909.112.1.155
does not resolve to a known work10.1509/jmkg.71.1.67
does not resolve to a known work10.2307/3203428
does not resolve to a known work10.2307/1251563
does not resolve to a known work10.1509/jmkg.70.4.1
The 110 checked references that resolve
resolves10.1177/002224299405800304
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
resolves10.1287/mksc.16.2.129
Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
resolves10.1509/jmkr.46.5.703
Does Customer Satisfaction Matter to Investors? Findings from the Bond Market
resolves10.1509/jmkr.44.2.175
The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs
resolves10.2307/3152091
A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction
resolves10.1177/0092070304263341
The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research
resolves10.1509/jmkr.41.4.433.47011
Linking Customer Management Effort to Customer Profitability in Business Markets
resolves10.1177/009207039502300412
Exchange Relationships and Interfirm Power in Channels of Distribution
resolves10.1016/j.jretai.2011.03.003
I Have Paid Less Than You! The Emotional and Behavioral Consequences of Advantaged Price Inequality
resolves10.1509/jmkg.69.2.84.60760
Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay
resolves10.1287/mksc.1090.0495
The Financial Markets and Customer Satisfaction: Reexamining Possible Financial Market Mispricing of Customer Satisfaction
resolves10.1287/mksc.1050.0180
The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance
resolves10.1007/s11747-010-0232-3
An investigation of the cross-national determinants of customer satisfaction
resolves10.2307/3150499
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
resolves10.1016/s0022-4359(97)90021-x
Customer delight: Foundations, findings, and managerial insight
resolves10.1086/209223
Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction
resolves10.1509/jmkg.64.4.17.18077
On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing
resolves10.5465/amj.2005.19573108
Being Good or Being Known: An Empirical Examination of the Dimensions, Antecedents, and Consequences of Organizational Reputation
resolves10.1509/jmkg.68.1.109.24030
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
resolves10.1177/002224299505900205
Return on Quality (ROQ): Making Service Quality Financially Accountable
resolves10.1509/jmkg.2005.69.4.26
Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context
resolves10.1509/jmkg.67.4.30.18685
Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development
resolves10.1037//0021-9010.75.3.315
Confusion of confidence intervals and credibility intervals in meta-analysis.
resolves10.1086/596720
Donation Behavior toward In-Groups and Out-Groups: The Role of Gender and Moral Identity
resolves10.1016/s0022-4359(96)90006-8
An experimental investigation of satisfaction and commitment in marketing channels: The role of trust and dependence
resolves10.1108/09604520810885581
The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness
resolves10.1016/j.jbusres.2007.10.005
Does customer sex influence the relationship between perceived quality and share of wallet?
resolves10.1108/08876040510596803
Modeling consumer satisfaction and word‐of‐mouth: restaurant patronage in Korea
resolves10.1177/002224378302000103
Selected Determinants of Consumer Satisfaction and Complaint Reports
resolves10.1177/0092070304268417
Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context
resolves10.1016/s0022-4359(00)00028-2
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
resolves10.1177/002224299005400306
Relationship Quality in Services Selling: An Interpersonal Influence Perspective
resolves10.1177/1094670510390202
How Employer and Employee Satisfaction Affect Customer Satisfaction: An Application to Franchise Services
resolves10.1287/mksc.14.3.g203
The Quality of Economic Output: Empirical Generalizations About Its Distribution and Relationship to Market Share
resolves10.1111/j.1936-4490.2005.tb00712.x
The Impact of Brand Commitment on Loyalty to Retail Service Brands
resolves10.1509/jmkg.64.3.65.18028
Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers
resolves10.1177/002224299906300205
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
resolves10.1007/s11747-010-0222-5
Worth waiting for: increasing satisfaction by making consumers wait
resolves10.1108/08876041011031118
An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping
resolves10.1016/j.jbusres.2008.10.020
Understanding the psychological process underlying customer satisfaction and retention in a relational service
resolves10.1509/jmkg.2005.69.4.210
The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
resolves10.1108/08876040010371555
Transaction‐specific satisfaction and overall satisfaction: an empirical analysis
resolves10.1177/1094670503254275
The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment
resolves10.1177/1094670502005001006
The Impact of Performance, Cost, and Competitive Considerations on the Relationship between Satisfaction and Repurchase Intent in Business Markets
resolves10.1177/002224378302000406
A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process
resolves10.1177/0092070304263330
Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context
resolves10.1177/1094670508319092
Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitability
resolves10.1177/1094670508330451
The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage
resolves10.1177/109467059800100103
Employee Satisfaction, Customer Loyalty, and Financial Performance
resolves10.1016/S0022-4359(03)00008-3
Share of wallet in retailing: the effects of customer satisfaction, loyalty cards and shopper characteristics
resolves10.1509/jmkg.72.2.28
Do Frontline Mechanisms Matter? Impact of Quality and Productivity Orientations on Unit Revenue, Efficiency, and Customer Satisfaction
resolves10.1287/mksc.1050.0142
Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction
resolves10.1016/0022-4359(93)90010-g
The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect
resolves10.1300/j396v27n03_07
An Investigation of Trust, Satisfaction, and Commitment on Repurchase Intentions in Professional Services
resolves10.1177/1094670509336743
Organizational Service Climate Drivers of the American Customer Satisfaction Index (ACSI) and Financial and Market Performance
resolves10.1016/j.jretai.2006.08.010
Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions
resolves10.1177/0092070302303002
The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multiservice Provider: Does Age of Relationship Matter?
resolves10.1509/jmkg.74.6.111
How Complementarity and Substitution Alter the Customer Satisfaction–Repurchase Link
resolves10.1016/j.jretai.2004.10.002
Customer retailer loyalty in the context of multiple channel strategies
resolves10.1108/08876040610691301
How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany
resolves10.1108/08876040710773651
A re‐examination of the relationship between value, satisfaction and intention in business services
resolves10.1108/09564230210425340
The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mouth behaviour
resolves10.1177/1094670503005004006
An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures
resolves10.1108/08876041111149676
Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness
resolves10.1108/08876040610691275
The impact of brand trust and satisfaction on retailer repurchase intentions
resolves10.1177/1094670508322561
The Impact of Value Congruence on Consumer-Service Brand Relationships
The 18 references without a DOI — listed, not checked
no DOI — not checkedBusiness Marketing: Understand What Customers Value
no DOI — not checkedref32
no DOI — not checkedref40
no DOI — not checkedref43
no DOI — not checkedWhy Switch? Product Category: Level Explanations for True Variety-Seeking Behavior
no DOI — not checkedA Critical Review of Consumer Satisfaction
no DOI — not checkedref63
no DOI — not checkedThe Impact of Satisfaction on Brand Loyalty: Urging on Classifying Satisfaction and Brand Loyalty
no DOI — not checkedDoes Customer Satisfaction Predict Shopper Intention?
no DOI — not checkedHave you Heard the Word? The Effect of Word of Mouth on Perceived Justice, Satisfaction, and Repurchase Intentions Following Complaint Handling
no DOI — not checkedThe Effects of Satisfaction and Complaining Behavior on Consumer Repurchase Intentions
no DOI — not checkedThe Impact of Instruction Understanding on Satisfaction and Switching Intentions
no DOI — not checkedThe Effects of Satisfaction and Consumption Emotion on Actual Purchasing Behavior: An Exploratory Study
no DOI — not checkedBehavioral Intentions in Satisfaction Research Revisited
no DOI — not checkedDisconfirmation of Expectations and Satisfaction with a Retail Service
no DOI — not checkedAn Exploratory Investigation into the Antecedents of Satisfaction, Brand Attitude, and Loyalty Within the B2B (eCRM) Industry
no DOI — not checkedCustomer Care, Customer Satisfaction, Value, Loyalty and Complaining Behavior: Validation in a UK University Setting
no DOI — not checkedInternet Retail Customer Loyalty: The Mediating Role of Relational Benefit
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