Carly Frennea

Jones Graduate School of Business

Doctoral Student

6100 South Main Street

P.O. Box 1892

Houston, TX 77005-1892

United States

SCHOLARLY PAPERS

7

DOWNLOADS
Rank 12,998

SSRN RANKINGS

Top 12,998

in Total Papers Downloads

4,518

SSRN CITATIONS
Rank 45,102

SSRN RANKINGS

Top 45,102

in Total Papers Citations

5

CROSSREF CITATIONS

10

Scholarly Papers (7)

1.

Customer Satisfaction: A Strategic Review and Guidelines for Managers

MSI Fast Forward Series, Marketing Science Institute, Cambridge, MA, 2010
Number of pages: 28 Posted: 27 Oct 2013
Vikas Mittal and Carly Frennea
Rice University and Jones Graduate School of Business
Downloads 2,111 (8,482)
Citation 1

Abstract:

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customer satisfaction

2.

A Five-Component Customer Commitment Model: Implications for Repurchase Intentions in Goods and Services Industries

Journal of Service Research, 1-18, 2015
Number of pages: 18 Posted: 14 Apr 2015
Ipsos Loyalty - North America, Jones Graduate School of Business, Fordham University - Gabelli School of Business, Ipsos Loyalty and Rice University
Downloads 674 (46,544)

Abstract:

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commitment, loyalty, cross-cultural, repurchase intentions, goods versus services

3.

How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis

International Journal of Research in Marketing, Forthcoming
Number of pages: 32 Posted: 23 Jan 2015
Durham University, Jones Graduate School of Business, Rice University and University of Alabama - Department of Management and Marketing
Downloads 493 (69,129)
Citation 4

Abstract:

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switching costs, customer satisfaction, repurchase intentions, repurchase behavior

4.

The Satisfaction Profit Chain

Frennea, Carly, Mittal, Vikas and Westbrook, Robert A., The Satisfaction Profit Chain (April 16, 2014)
Number of pages: 39 Posted: 26 Nov 2016
Carly Frennea, Vikas Mittal and Robert A. Westbrook
Jones Graduate School of Business, Rice University and Rice University - Jones Graduate School of Management
Downloads 351 (102,987)

Abstract:

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customer satisfaction, customer loyalty, satisfaction-profit-chain, firm-financial outcomes

5.

Customer Satisfaction, Loyalty Behaviors, and Firm-Financial Performance: What 30 Years of Research Tells Us

Number of pages: 59 Posted: 11 Jul 2017
Carly Frennea and Vikas Mittal
Jones Graduate School of Business and Rice University
Downloads 338 (107,405)
Citation 2

Abstract:

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customer satisfaction, retention, share of wallet, word of mouth, financial performance, meta-analysis

6.

Managing Customer Value in Business-to-Business Markets

Marketing Review St. Gallen 3/2014
Number of pages: 9 Posted: 30 Apr 2014
Vikas Mittal, Carly Frennea and Robert A. Westbrook
Rice University, Jones Graduate School of Business and Rice University - Jones Graduate School of Management
Downloads 300 (122,212)

Abstract:

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7.

Chapter 16 - Managing Customer Satisfaction

Mittal, Vikas & Carly Frennea (2012) "16- Managing Customer Satisfaction," Handbook of Marketing Strategy, Venky Shankar and Gregory Carpenter (Eds.), 261
Number of pages: 29 Posted: 02 Nov 2013
Vikas Mittal and Carly Frennea
Rice University and Jones Graduate School of Business
Downloads 251 (146,959)

Abstract:

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customer satisfaction