search query: @author Donthu, N. / total: 11
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| Author: | Bernhardt, K. L. Donthu, N. Kennett, P. A. |
| Title: | A longitudinal analysis of satisfaction and profitability |
| Journal: | Journal of Business Research
2000 : FEB, VOL. 47:2, p. 161-171 |
| Index terms: | Consumer satisfaction Customers Profitability Companies USA |
| Language: | eng |
| Abstract: | This study presents a longitudinal analysis of customer satisfaction and performance for a national chain of fastfood restaurants. Whereas there is a positive and significant relationship btw. customer satisfaction and employee satisfaction in any given time period, no significant relationship btw. customer satisfaction and performance and employee satisfaction and performance is uncovered in the cross-sectional analysis. However, the analysis of time-series data reveals that a positive and significant relationship exists btw. changes in customer satisfaction and changes in the performance of the firm. Therefore, the impact of an increase in customer satisfaction on profits is significantly positive in the long run. |
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