Understanding Firms' Customer Satisfaction Information Usage

Neil A. Morgan, Eugene W. Anderson, & Vikas Mittal, (2005). "Understanding Firms' Customer Satisfaction Information Usage". Journal of Marketing, 69(3), July, 131-151.

22 Pages Posted: 26 Oct 2013

See all articles by Neil A. Morgan

Neil A. Morgan

Indiana University - Kelley School of Business - Department of Marketing

Eugene Anderson

University of Michigan at Ann Arbor

Vikas Mittal

Rice University

Date Written: July 1, 2005

Abstract

Despite theoretical and empirical research linking a firm's business performance to the satisfaction of its customers, knowledge of how firms collect and use customer satisfaction information is limited. The authors investigate firms' customer satisfaction information usage (CSIU) by drawing on in-depth interviews, a focus group of managers, and the existing literature. They identify key characteristics of the major processes involved in firms' CSIU and compare the CSIU practices revealed in their fieldwork with widely held normative theory prescriptions. They also identify variations in CSIU among the firms in the fieldwork and uncover factors that may help explain the observed differences

Keywords: customer satisfaction, information usage, CSIU

Suggested Citation

Morgan, Neil A. and Anderson, Eugene and Mittal, Vikas, Understanding Firms' Customer Satisfaction Information Usage (July 1, 2005). Neil A. Morgan, Eugene W. Anderson, & Vikas Mittal, (2005). "Understanding Firms' Customer Satisfaction Information Usage". Journal of Marketing, 69(3), July, 131-151., Available at SSRN: https://ssrn.com/abstract=2343818

Neil A. Morgan

Indiana University - Kelley School of Business - Department of Marketing ( email )

Kelley School of Business
Bloomington, IN 47405
United States

Eugene Anderson

University of Michigan at Ann Arbor ( email )

500 S. State Street
Ann Arbor, MI 48109
United States

Vikas Mittal (Contact Author)

Rice University ( email )

6100 South Main Street
250 McNair
Houston, TX 77005-1892
United States

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