(2008), "2008 Awards for Excellence", Managing Service Quality: An International Journal, Vol. 18 No. 6. https://doi.org/10.1108/msq.2008.10818faa.002Download as .RIS
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Copyright © 2008, Emerald Group Publishing Limited
2008 Awards for Excellence
Article Type: 2008 Awards for Excellence From: Managing Service Quality, Volume 18, Issue 6
The following article was selected for this year's Outstanding Paper Award for Managing Service Quality: An International Journal
"The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet''
Timothy L. KeininghamIPSOS Loyalty, Parsippany, New Jersey, USA
Bruce CooilOwen Graduate School of Management, Vanderbilt University, Nashville, Tennessee, USA
Lerzan AksoyCollege of Administrative Sciences and Economics, Koc¸ University, Istanbul, Turkey
Tor W. AndreassenNorwegian School of Management, Department of Marketing, Oslo, Norway
Jay WeinerIPSOS Insight, Minneapolis, Minnesota, USA
Purpose - The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of wallet using micro (customer) level data.Design/methodology/approach - The data for this study come from a two-year longitudinal Internet panel of over 8,000 US customers of firms in one of three industries (retail banking, mass-merchant retail, and Internet service providers (ISPs)). Correlation analysis, CHAID, and three types of regression analyses (best-subsets, ordinal logistic, and latent class ordinal logistic regression) were used to test the hypotheses.Findings - Contrary to Reichheld's assertions, the results indicate that recommend intention alone will not suffice as a single predictor of customers' future loyalty behavior. Use of a multiple indicator instead of a single predictor model performs better in predicting customer recommendations and retention.Research limitations/implications - The limitation of the paper is that it uses data from only three industries.Practical implications - The presumption of managers when looking at recommend intention as the primary, even sole gauge of customer loyalty appears to be erroneous. The consequence is potential misallocations of resources due to myopic focus on customers' recommend intentions.Originality/value - This is the first scientific study that examines recommend intentions and its impact on retention and recommendation on the micro (customer) level.
Keywords: Customer loyalty, Customer retention, Customer satisfaction
This article originally appeared in Volume 17 Number 4, 2007, pp. 361-84, Managing Service Quality: An International Journal
The following articles were selected for this year's Highly Commended Award
"Applying platform design to improve the integration of patient services across the continuum of care''
Marc H. MeyerEliot JekowskyFrederick G. Crane
This article originally appeared in Volume 17 Number 1, 2007, Managing Service Quality: An International Journal
"Observation of listening behaviors in retail service encounters''
Donelda S. McKechnieJim GrantVishal Bagaria
This article originally appeared in Volume 17 Number 2, 2007, Managing Service Quality: An International Journal
"Learning in a service context: going backstage''
This article originally appeared in Volume 17 Number 6, 2007, Managing Service Quality: An International Journal