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Customer Satisfaction Incentives

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Cited by:

  1. Im, Subin & Nakata, Cheryl, 2008. "Crafting an environment to foster integration in new product teams," International Journal of Research in Marketing, Elsevier, vol. 25(3), pages 164-172.
  2. Zheyin (Jane) Gu & Yunchuan Liu, 2018. "Why would a big retailer refuse to collaborate on manufacturer SPIFF programs?," Quantitative Marketing and Economics (QME), Springer, vol. 16(4), pages 441-472, December.
  3. Naresh Bansal & Kissan Bansal & Minghui Ma & M. Babajide Wintoki, 2017. "Do CMO Incentives Matter? An Empirical Investigation of CMO Compensation and Its Impact on Firm Performance," Management Science, INFORMS, vol. 63(6), pages 1993-2015, June.
  4. Sunil Dutta & Stefan Reichelstein, 2003. "Leading Indicator Variables, Performance Measurement, and Long‐Term Versus Short‐Term Contracts," Journal of Accounting Research, Wiley Blackwell, vol. 41(5), pages 837-866, December.
  5. Wagner A. Kamakura & Vikas Mittal & Fernando de Rosa & José Afonso Mazzon, 2002. "Assessing the Service-Profit Chain," Marketing Science, INFORMS, vol. 21(3), pages 294-317, February.
  6. Jan U. Becker & Sönke Albers, 2016. "The limits of analyzing service quality data in public transport," Transportation, Springer, vol. 43(5), pages 823-842, September.
  7. Yusong Wang & David Bell & V. Padmanabhan, 2009. "Manufacturer-owned retail stores," Marketing Letters, Springer, vol. 20(2), pages 107-124, June.
  8. Wang, Yulan & Wallace, Stein W. & Shen, Bin & Choi, Tsan-Ming, 2015. "Service supply chain management: A review of operational models," European Journal of Operational Research, Elsevier, vol. 247(3), pages 685-698.
  9. Allam Yousuf & Vahid Zeynvand Lorestani & Judit Oláh & János Felföldi, 2021. "Does Uncertainty Moderate the Relationship between Strategic Flexibility and Companies’ Performance? Evidence from Small and Medium Pharmaceutical Companies in Iran," Sustainability, MDPI, vol. 13(16), pages 1-17, August.
  10. Rong Huang & Xintian Lin & Yuan Xie, 2023. "Does CDS market price intangible asset value? Evidence from SG&A expenditure," Review of Quantitative Finance and Accounting, Springer, vol. 61(2), pages 701-728, August.
  11. Eitan Gerstner & Barak Libai, 2006. "—Why Does Poor Service Prevail?," Marketing Science, INFORMS, vol. 25(6), pages 601-603, 11-12.
  12. Ning, Yu & Yan, Mian & Xu, Su Xiu & Li, Yina & Li, Lixu, 2021. "Shared parking acceptance under perceived network externality and risks: Theory and evidence," Transportation Research Part A: Policy and Practice, Elsevier, vol. 150(C), pages 1-15.
  13. Griffin, Abbie. & Hauser, John R. & Griffin, Abbie, 1994. "Integrating R&D and marketing : a review and analysis of the literature," Working papers #112-94. Working paper (S, Massachusetts Institute of Technology (MIT), Sloan School of Management.
  14. Park, Sohee, 2023. "Customer prospects and pay-performance sensitivity: Evidence from Korea," Research in International Business and Finance, Elsevier, vol. 64(C).
  15. Dhinu Srinivasan & Alex Thevaranjan, 2016. "The role of non-financial measures in controlling myopic activities: the case of hard selling," International Journal of Accounting, Auditing and Performance Evaluation, Inderscience Enterprises Ltd, vol. 12(2), pages 103-130.
  16. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.
  17. Dmitri Kuksov & J. Miguel Villas-Boas, 2019. "The Performance Measurement Trap," Marketing Science, INFORMS, vol. 38(1), pages 68-87, January.
  18. Rachel R. Chen & Eitan Gerstner & Yinghui (Catherine) Yang, 2009. "—Should Captive Sardines Be Compensated? Serving Customers in a Confined Zone," Marketing Science, INFORMS, vol. 28(3), pages 599-608, 05-06.
  19. Natalie Mizik & Robert Jacobson, 2007. "Myopic Marketing Management: Evidence of the Phenomenon and Its Long-Term Performance Consequences in the SEO Context," Marketing Science, INFORMS, vol. 26(3), pages 361-379, 05-06.
  20. Fabio Caldieraro & Anne T. Coughlan, 2009. "Optimal Sales Force Diversification and Group Incentive Payments," Marketing Science, INFORMS, vol. 28(6), pages 1009-1026, 11-12.
  21. Robert Jacobson & Natalie Mizik, 2009. "The Financial Markets and Customer Satisfaction: Reexamining Possible Financial Market Mispricing of Customer Satisfaction," Marketing Science, INFORMS, vol. 28(5), pages 810-819, 09-10.
  22. John R. Hauser, 1998. "Research, Development, and Engineering Metrics," Management Science, INFORMS, vol. 44(12-Part-1), pages 1670-1689, December.
  23. Rust, Roland T. & Metters, Richard, 1996. "Mathematical models of service," European Journal of Operational Research, Elsevier, vol. 91(3), pages 427-439, June.
  24. Neil A. Morgan & Lopo Leotte Rego, 2006. "The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance," Marketing Science, INFORMS, vol. 25(5), pages 426-439, September.
  25. Rust, Roland T. & Moorman, Christine & van Beuningen, Jacqueline, 2016. "Quality mental model convergence and business performance," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 155-171.
  26. Yu (Jeffrey) Hu & Jiwoong Shin & Zhulei Tang, 2016. "Incentive Problems in Performance-Based Online Advertising Pricing: Cost per Click vs. Cost per Action," Management Science, INFORMS, vol. 62(7), pages 2022-2038, July.
  27. Daniel H. Simon & Miguel I. Gómez & Edward W. McLaughlin & Dick R. Wittink, 2009. "Employee attitudes, customer satisfaction, and sales performance: assessing the linkages in US grocery stores," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 30(1), pages 27-41.
  28. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
  29. Robert Ridlon & Jiwoong Shin, 2013. "Favoring the Winner or Loser in Repeated Contests," Marketing Science, INFORMS, vol. 32(5), pages 768-785, September.
  30. Gan, Huiqi & Park, Myung S. & Suh, SangHyun, 2020. "Non-financial performance measures, CEO compensation, and firms’ future value," Journal of Business Research, Elsevier, vol. 110(C), pages 213-227.
  31. Kissan Joseph & Alex Thevaranjan, 1998. "Monitoring and Incentives in Sales Organizations: An Agency-Theoretic Perspective," Marketing Science, INFORMS, vol. 17(2), pages 107-123.
  32. Dutta, Sunil & Reichelstein, Stefan J., 2002. "Leading Indicator Variables, Performance Measurement and Long-Term versus Short-Term Contracts," Research Papers 1756, Stanford University, Graduate School of Business.
  33. Fabio Caldieraro & Anne T. Coughlan, 2007. "Spiffed-Up Channels: The Role of Spiffs in Hierarchical Selling Organizations," Marketing Science, INFORMS, vol. 26(1), pages 31-51, 01-02.
  34. Ajay Kalra & Mengze Shi & Kannan Srinivasan, 2003. "Salesforce Compensation Scheme and Consumer Inferences," Management Science, INFORMS, vol. 49(5), pages 655-672, May.
  35. Hauser, John R. & Katz, Gerald M. & International Center for Research on the Management of Technology., 1998. "Metrics : you are what you measure!," Working papers 172-98, Massachusetts Institute of Technology (MIT), Sloan School of Management.
  36. Dmitri Kuksov & Ying Xie, 2010. "Pricing, Frills, and Customer Ratings," Marketing Science, INFORMS, vol. 29(5), pages 925-943, 09-10.
  37. Michael Raith, 2008. "Specific knowledge and performance measurement," RAND Journal of Economics, RAND Corporation, vol. 39(4), pages 1059-1079, December.
  38. Chun-Hung (Hugo) Tang & Ji-Eun Lee, 2014. "Employee satisfaction and long-run shareholder returns," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1167-1183, October.
  39. Steven M. Shugan, 2007. "—Causality, Unintended Consequences and Deducing Shared Causes," Marketing Science, INFORMS, vol. 26(6), pages 731-741, 11-12.
  40. Margaret A. Abernethy & Jan Bouwens & Laurence Van Lent, 2013. "The Role of Performance Measures in the Intertemporal Decisions of Business Unit Managers," Contemporary Accounting Research, John Wiley & Sons, vol. 30(3), pages 925-961, September.
  41. Ittner, Christopher D. & Larcker, David F. & Randall, Taylor, 2003. "Performance implications of strategic performance measurement in financial services firms," Accounting, Organizations and Society, Elsevier, vol. 28(7-8), pages 715-741.
  42. Eyal Biyalogorsky & Eitan Gerstner & Barak Libai, 2001. "Customer Referral Management: Optimal Reward Programs," Marketing Science, INFORMS, vol. 20(1), pages 82-95, August.
  43. Gu, Leilei, 2023. "Executives’ financial experience and myopic marketing management: A myopic loss-aversion perspective," Journal of Business Research, Elsevier, vol. 157(C).
  44. Eunice Minjoo Kang & Seul Ki Lee, 2022. "The Impact of Monetary Benefits in a Pandemic Situation—Navigating Changes in Customer Loyalty through Negative Switching Barriers in the Hotel Industry," Sustainability, MDPI, vol. 14(13), pages 1-19, July.
  45. Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
  46. Olivier Rubel & Ashutosh Prasad, 2016. "Dynamic Incentives in Sales Force Compensation," Marketing Science, INFORMS, vol. 35(4), pages 676-689, July.
  47. Yu-Ching Chiao, 2014. "Country risk, multimarket contacts and MNEs' competitive action," International Journal of Business Environment, Inderscience Enterprises Ltd, vol. 6(4), pages 329-350.
  48. Ahmed Khwaja & Nathan Yang, 2022. "Quantifying the link between employee engagement, and customer satisfaction and retention in the car rental industry," Quantitative Marketing and Economics (QME), Springer, vol. 20(3), pages 275-292, September.
  49. Sanjog Misra & Anne Coughlan & Chakravarthi Narasimhan, 2005. "Salesforce Compensation: An Analytical and Empirical Examination of the Agency Theoretic Approach," Quantitative Marketing and Economics (QME), Springer, vol. 3(1), pages 5-39, January.
  50. Huang, Ming-Hui & Trusov, Michael, 2020. "Customer satisfaction underappreciation: The relation of customer satisfaction to CEO compensation," International Journal of Research in Marketing, Elsevier, vol. 37(1), pages 129-150.
  51. Ruth Stock, 2004. "Erfolgsauswirkungen der marktorientierten Gestaltung des Personalmanagements," Schmalenbach Journal of Business Research, Springer, vol. 56(3), pages 237-258, May.
  52. Ezlika Ghazali & Bang Nguyen & Dilip S. Mutum & Amrul Asraf Mohd-Any, 2016. "Constructing online switching barriers: examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 157-171, May.
  53. Pingzhong Tang & Hanrui Zhang, 2017. "Unit-sphere games," International Journal of Game Theory, Springer;Game Theory Society, vol. 46(4), pages 957-974, November.
  54. Aoudji, Augustin K.N. & Adégbidi, Anselme & Ganglo, Jean C. & Agbo, Valentin & Yêvidé, Armand S.I. & De Cannière, Charles & Lebailly, Philippe, 2011. "Satisfaction across urban consumers of smallholder-produced teak (Tectona grandis L.f.) poles in South Benin," Forest Policy and Economics, Elsevier, vol. 13(8), pages 642-651, October.
  55. Steven M. Shugan, 2005. "Brand Loyalty Programs: Are They Shams?," Marketing Science, INFORMS, vol. 24(2), pages 185-193.
  56. Sabu V.G. & Manoj M., 2020. "The Effect of Employee Desire and Employee Engagement on Organizational Performance: Evidence from ICT Sector in Kerala, India," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 45(4), pages 500-518, November.
  57. Evgeni Stanimirov & Vladimir Jechev, 2013. "Consumer Orientation as a Factor for Satisfying the Clients," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 3, pages 56-89.
  58. Xiao, Tiaojun & Qi, Xiangtong, 2010. "Strategic wholesale pricing in a supply chain with a potential entrant," European Journal of Operational Research, Elsevier, vol. 202(2), pages 444-455, April.
  59. Yan Dong & Yuliang Yao & Tony Haitao Cui, 2011. "When Acquisition Spoils Retention: Direct Selling vs. Delegation Under CRM," Management Science, INFORMS, vol. 57(7), pages 1288-1299, July.
  60. Wei-yu Kevin Chiang, 2012. "Supply Chain Dynamics and Channel Efficiency in Durable Product Pricing and Distribution," Manufacturing & Service Operations Management, INFORMS, vol. 14(2), pages 327-343, April.
  61. Tinglong Dai & Kinshuk Jerath, 2013. "Salesforce Compensation with Inventory Considerations," Management Science, INFORMS, vol. 59(11), pages 2490-2501, November.
  62. Shane Dikolli & Igor Vaysman, 2006. "Contracting on the Stock Price and Forward-Looking Performance Measures," European Accounting Review, Taylor & Francis Journals, vol. 15(4), pages 445-464.
  63. Andreas Herrmann & Frank Huber & Martin Wricke, 1999. "Die Herausbildung von Zufriedenheits-urteilen bei Alternativenbetrachtung," Schmalenbach Journal of Business Research, Springer, vol. 51(7), pages 677-692, July.
  64. Maiga, Adam S. & Nilsson, Anders & Jacobs, Fred A., 2013. "Extent of managerial IT use, learning routines, and firm performance: A structural equation modeling of their relationship," International Journal of Accounting Information Systems, Elsevier, vol. 14(4), pages 297-320.
  65. Hauser, John R. & Simester, Duncan I. & Wernerfelt, Birger., 1995. "Internal customers and internal suppliers," Working papers 3759-95. WP (Internationa, Massachusetts Institute of Technology (MIT), Sloan School of Management.
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