Reexamining the market share-customer satisfaction relationship

Journal of Marketing

Volumn 77, Issue 5, 2013, Pages 1-20

  Rego, Lopo L ^a   Morgan, Neil A ^a   Fornell, Claes ^b  

^a INDIANA UNIVERSITY   (United States)

^b UNIVERSITY OF MICHIGAN   (United States)

Author keywords

Brand portfolio; Customer satisfaction; Empirical generalizations; Market share; Marketing performance

Indexed keywords

EID: 84884467163     PISSN: 00222429     EISSN: 15477185     Source Type: Journal    
DOI: 10.1509/jm.09.0363     Document Type: Article

References (52)

1. Aaker, David A. (2004), Brand Portfolio Strategy. New York: The Free Press.
2. Ailawadi, Kusum L., Paul W. Farris, and Mark E. Parry (1999), "Market Share and ROI: Observing the Effect of Unobserved Variables," International Journal of Research in Marketing, 16 (1), 17-33.
3. Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994), "Customer Satisfaction, Market Share, and Profitability," Journal of Marketing, 58 (July), 53-66.
4. -, -, and S. Mazvancheryl (2004), "Customer Satisfaction and Shareholder Value," Journal of Marketing, 68 (October), 172-85. (Pubitemid 39508319)
5. -, -, and Roland T. Rust (1997), "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, 16 (2), 129-45.
6. Arellano, Manuel and Stephen Bond (1991), "Some Tests of Specification for Panel Data: Monte Carlo Evidence and an Application to Employment Equations," Review of Economic Studies, 58 (2), 277-97.
7. - and Olympia Bover (1995), "Another Look at the Instrumental Variable Estimation of Error-Components Models," Journal of Econometrics, 68 (1), 29-51.
8. Baron, Reuben M. and David A. Kenny (1986), "The Moderator- Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations," Journal of Personality and Social Psychology, 51 (6), 1173-82.
9. Baum, Christopher F., Mark E. Schaffer, and Steven Stillman (2003), "Instrumental Variables and GMM: Estimation and Testing," Stata Journal, 3 (1), 1-31.
10. Blundell, Richard and Stephen Bond (1998), "Initial Conditions and Moment Restrictions in Dynamic Panel Data Models," Journal of Econometrics, 87 (1), 115-43. (Pubitemid 128415761)
11. Bond, Stephen R. (2002), "Dynamic Panel Data Models: A Guide to Micro Data Methods and Practice," Portuguese Economic Journal, 1 (2), 141-62.
12. Boulding, William and Richard Staelin (1993), "A Look on the Cost Side: Market Share and the Competitive Environment," Marketing Science, 12 (2), 144-66.
13. Burnham, Thomas A., Judy K. Frels, and Vijay Mahajan (2003), "Consumer Switching Costs: A Typology, Antecedents, and Consequences," Journal of the Academy of Marketing Science, 31 (2), 109-126.
14. Colgate, Mark, Vicky Thuy-Uyen Tong, Christina Kwai-Choi Lee, and John U. Farley (2007), "Back from the Brink: Why Customers Stay," Journal of Service Research, 9 (3), 211-28.
15. Fader, Peter S. and David C. Schmittlein (1993), "Excess Behavioral Loyalty for High-Share Brands: Deviations from the Dirichlet Model for Repeat Purchasing," Journal of Marketing Research, 30 (November), 478-93.
16. Farris, Paul W., Neil T. Bendle, Phillip E. Pfeifer, and David J. Reibstein (2006), Marketing Metrics: 50+ Metrics Every Executive Should Master. Philadelphia: Wharton Publishing.
17. Fornell, Claes (1992), "A National Customer Satisfaction Barometer: The Swedish Experience," Journal of Marketing, 56 (January), 6-21.
18. - (1995), "The Quality of Economic Output: Empirical Generalizations About Its Distribution and Relationship to Market Share," Marketing Science, 14 (3), 203-211.
19. -, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Bryant (1996), "The American Customer Satisfaction Index: Description, Findings, and Implications," Journal of Marketing, 60 (October), 7-18.
20. Greene, William H. (2005), Econometric Analysis, 5th ed. Upper Saddle River, NJ: Pearson Education.
21. Griffin, Abbie and John R. Hauser (1993), "The Voice of the Customer," Marketing Science, 12 (4), 1-27.
22. Gruca, Thomas P. and Lopo L. Rego (2005), "Customer Satisfaction, Cash Flow, and Shareholder Value," Journal of Marketing, 69 (April), 115-30. (Pubitemid 41017931)
23. Hauser, John, Duncan I. Simester, and Birger Wernerfelt (1994), "Customer Satisfaction Incentives," Marketing Science, 13 (4), 327-50.
24. Hellofs, Linda L. and Robert Jacobson (1999), "Market Share and Customers' Perceptions of Quality: When Can Firms Grow Their Way to Higher Versus Lower Quality?" Journal of Marketing, 63 (January), 16-25.
25. Horsky, Dan, Sanjog Misra, and Paul Nelson (2006), "Observed and Unobserved Heterogeneity in Brand-Choice Models," Marketing Science, 25 (4), 322-35. (Pubitemid 44259835)
26. Jacobson, Robert (1988), "Distinguishing Among Competing Theories of the Market Share Effect," Journal of Marketing, 52 (October), 68-80.
27. - and Natalie Mizik (2009), "The Financial Markets and Customer Satisfaction: Reexamining Possible Financial Market Mispricing of Customer Satisfaction," Marketing Science, 28 (5), 810-19.
28. Kamakura, Wagner, Vikas Mittal, Fernando de Rosa, and Jose Mazzon (2002), "Assessing the Service-Profit Chain," Marketing Science, 21 (3), 294-317.
29. Kekre, Sunder and Kannan Srinivasan (1990), "Broader Product Line: A Necessity to Achieve Success?" Management Science, 36 (10), 1216-31.
30. Lazich, Robert S., ed. (2006), Market Share Reporter: Annual Compilation of the Reported Market Share Data on Companies, Products and Services. Detroit: Gale.
31. Levine, Ross, Norman Loayza, and Thorsten Beck (2000), "Financial Intermediation and Growth: Causality and Causes," Journal of Monetary Economics, 46 (1), 31-77.
32. Luo, Xueming and Christian Homburg (2007), "Neglected Outcomes of Customer Satisfaction," Journal of Marketing, 71 (April), 133-49.
33. -, -, and Jan Wieseke (2010), "Customer Satisfaction, Analyst Stock Recommendations, and Firm Value," Journal of Marketing Research, 47 (December), 1041-58.
34. Maddala, G.S. and Shaowen Wu (1999), "A Comparative Study of Unit Root Tests with Panel Data and a New Simple Test," Oxford Bulletin of Economics and Statistics, 61 (S1), 631-52. (Pubitemid 33587434)
35. McAlister, Leigh, Raji Srinivasan, and MinChung Kim (2007), "Advertising, Research and Development, and Systematic Risk of the Firm," Journal of Marketing, 71 (January), 35-48.
36. Mittal, Vikas, Eugene W. Anderson, Akin Sayrak, and Pandu Tadikamalla (2005), "Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction," Marketing Science, 24 (4), 544-55. (Pubitemid 41817686)
37. - and Wagner Kamakura (2001), "Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics," Journal of Marketing Research, 38 (February), 131-42.
38. Mizik, Natalie and Robert Jacobson (2004), "Are Physicians 'Easy Marks'? Quantifying the Effects of Detailing and Sampling on New Prescriptions," Management Science, 51 (12), 1704-1715. (Pubitemid 40086744)
39. Morgan, Neil A., Eugene W. Anderson, and Vikas Mittal (2005), "Understanding Firms' Customer Satisfaction Usage," Journal of Marketing, 69 (July), 131-51. (Pubitemid 41017932)
40. - and Lopo L. Rego (2006), "The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance," Marketing Science, 25 (5), 426-39. (Pubitemid 44664555)
41. - and - (2009), "Brand Portfolio Strategy and Firm Performance," Journal of Marketing, 73 (January), 59-74.
42. Muller, Dominique, Charles M. Judd, and Vincent Y. Yzerbyt (2005), "When Moderation Is Mediated and Mediation Is Moderated," Journal of Personality and Social Psychology, 89 (6), 852-63. (Pubitemid 43083772)
43. National Quality Research Center (2003), American Customer Satisfaction Index: Methodology Report. Ann Arbor, MI: National Quality Research Center, University of Michigan Business School.
44. Ping, Robert A. (1993), "The Effects of Satisfaction and Structural Constraints on Retailer Exiting, Voice, Loyalty, Opportunism, and Neglect," Journal of Retailing, 69 (3), 320-52.
45. Preacher, Kristopher J., Derek D. Rucker, and Andrew F. Hayes (2007), "Addressing Moderated Mediation Hypotheses: Theory, Methods, and Prescriptions," Multivariate Behavioral Research, 42 (1), 185-227.
46. Roodman, David (2009), "How to Do xtabond2: An Introduction to Difference and System GMM in Stata," Stata Journal, 9 (1), 86-136.
47. Roos, Inger, Bo Edvardsson, and Anders Gustafsson (2004), "Customer Switching Patterns in Competitive and Noncompetitive Service Industries," Journal of Service Research, 6 (3), 256-71.
48. Rust, Roland T., Christine Moorman, and Peter R. Dickson (2002), "Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?" Journal of Marketing, 66 (October), 7-24.
49. Sarafidis, Vasilis, Takshi Yamagata, and Donald Robertson (2006), "A Test of Cross-Section Dependence for a Linear Dynamic Panel Model with Regressors," working paper, University of Cambridge, (accessed June 11, 2013), [available at http://www.econ.cam.ac.uk/faculty/robertson/HCSDtest14Feb 06.pdf].
50. Tsui, Anne. S., Terri D. Egan, and Charles A. O'Reilly (1992), "Being Different: Relational Demography and Organizational Attachment," Administrative Science Quarterly, 37 (4), 549-79.
51. Tuli, Kapil R., Sundar G. Bharadwaj, and Ajay K. Kohli (2010), "Ties That Bind: The Impact of Multiple Types of Ties with a Customer on Sales Growth and Sales Volatility," Journal of Marketing Research, 47 (February), 36-50.
52. Zhao, Xinshu, John G. Lynch Jr., and Qimei Chen (2010), "Reconsidering Baron and Kenny: Myths and Truths About Mediation Analysis," Journal of Consumer Research, 37 (2), 197-206.