Your status: not signed in. [ The Impact of Customer Satisfaction on Share-of-Wallet in A Business-to-Business Environment
The following paper examines the relationship between customer satisfaction and actual share-of-wallet in a business-to-business environment. It recently won the Excellence in Service Research Award for 2004 from the Journal of Service Research, the leading scientific journal in service research. The article first appeared in the August 2003 issue of the Journal of Service Research, when Mr. Keiningham and Dr. Perkins-Munn were employees of Marketing Metrics, Inc., since acquired by Ipsos. The Journal of Service Research is considered the world’s leading journal in service research. It publishes – every quarter – the most advanced research in service marketing, e-Service, service operations, service human resources and organizational design, service information systems, customer satisfaction and service quality, and the economics of service. Visit the Journal of Service Research on the Internet at http://www.sagepub.com/journal.aspx?pid=3. Regarding the award, Dr. Roland Rust of the University of Maryland and editor of the Journal of Service Research said: “This article is a prime example of research that both improves the practice of business and advances knowledge at the same time. Keiningham and his co-authors have made an important contribution.”
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