Satisfied Customers : The Myth of More Money?
August 21, 2018
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49:21Now PlayingSatisfied Customers : The Myth of More Money?
YouTube Description
as posted by the channelMore alliteration. If you want your business to succeed, you should always ensure that the customer is satisfied, right? After all, satisfied customers should mean more money, but do they? Still discussing the recent deplatforming of people on both the right and the left as well as the firings of people like James Gunn, Roseanne Barr and Jessica Price, let's find out just what affect satisfying customer complaints has on the only thing that really matters for businesses ultimately: the bottom line. It turns out that customer satisfaction may be something of a myth.
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References
Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5-17.
Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction and shareholder value. Journal of Marketing, 68(4), 172-185.
Gruca, T. S., & Rego, L. L. (2005). Customer satisfaction, cash flow, and shareholder value. Journal of marketing, 69(3), 115-130.
Van Der Wiele, T., Boselie, P., & Hesselink, M. (2002). Empirical evidence for the relationship between customer satisfaction and business performance. Managing Service Quality: An International Journal, 12(3), 184-193.
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16-35.
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