Empirical evidence for the relationship between customer satisfaction and business performance

Wiele, Ton van der; Boselie, Paul; Hesselink, Martijn W.

doi:10.1108/09604520210429259

Cited by 94 publications

(33 citation statements)

References 16 publications

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“…The results indicated that addiction plays an important role in customer loyalty and satisfaction. Wiele et al [23] investigated the relationship of customer satisfaction and business performance data within an organization. The results showed empirical evidence that there is a positive relationship between customer satisfaction and business performance.…”

Section: Customer Satisfaction/loyaltymentioning

confidence: 99%

Empirical investigation of key business factors for digital game performance

Aleem

Capretz

Ahmed

2016

Entertainment Computing

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a b s t r a c tGame development is an interdisciplinary concept that embraces software engineering, business, management, and artistic disciplines. This research facilitates a better understanding of the business dimension of digital games. The main objective of this research is to investigate empirically the effect of business factors on the performance of digital games in the market and to answer the research questions asked in this study. Game development organizations are facing high pressure and competition in the digital game industry. Business has become a crucial dimension, especially for game development organizations. The main contribution of this paper is to investigate empirically the influence of key business factors on the business performance of games. This is the first study in the domain of game development that demonstrates the interrelationship between key business factors and game performance in the market. The results of the study provide evidence that game development organizations must deal with multiple business key factors to remain competitive and handle the high pressure in the digital game industry. Furthermore, the results of the study support the theoretical assertion that key business factors play an important role in game business performance.

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Section: Customer Satisfaction/loyaltymentioning

confidence: 99%

Empirical investigation of key business factors for digital game performance

Aleem

Capretz

Ahmed

2016

Entertainment Computing

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“…The objective of this monitor is to show the organisation periodically at what level the service provision is. The Erasmus research team is also examining possible relationships in the Chain (van der Wiele et al 2002) and is analysing the available data in a more thorough way (Boselie et al 2001). One goal is to get an organisational dashboard on which the management can easily see the status of their division, region or branch.…”

Section: The Service Monitormentioning

confidence: 99%

Longitudinal measurement in organisational transformation: a case of a Dutch Flex Company

Wiele

2006

Service Business

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“…These attitudes contribute to employee satisfaction at work (Mowday et al, 1982;Lincoln & Kalleberg, 1990;Iverson & Maguire, 2000;Mulki et al, 2006;Ahmadi et al, 2011) which in turn participates in consumer satisfaction (Zeithaml & Bitner, 2000). Obviously, consumer satisfaction is the main source of corporate performance (Van Der Wiele, 2002).…”

Section: Connections Between Ethics and Relationship Marketingmentioning

confidence: 99%

“…These behaviors promote employee satisfaction in the work which in turn participates in consumer satisfaction. Some theoretical and empirical studies have affirmed the positive impact of consumer satisfaction on corporate performance (Van Der Wiele, 2002).…”

Section: Proposition 7: Organizational Commitment Plays a Mediating Rmentioning

confidence: 99%

Ethics, Relationship Marketing and Corporate Performance: Theoretical Analysis through the Mediating Variables

Amine¹,

Chakor²,

Alaoui³

2012

IBR

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Ethics occupies predominant place in the management of the company, view it role in the development of ethical behavior of employees. The establishment of an ethical climate within the company is considered an intangible resource that has positive effects on growth of performance. In this framework, and from an analysis of existing literature, we will try to determine the impact of an ethical approach oriented employee on corporate performance based on the tools of relationship marketing. The main results of this work is that relationship marketing acts internally in the enterprise through internal marketing, and ethics indirectly affects corporate performance across four dimensions of relationship marketing (internal marketing): communication, organizational trust, job satisfaction and organizational commitment. These constitute mediating variables between ethics and performance. Our goal is to establish a conceptual model representing the different relationships

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Empirical evidence for the relationship between customer satisfaction and business performance

Cited by 94 publications

References 16 publications

Empirical investigation of key business factors for digital game performance

Empirical investigation of key business factors for digital game performance

Longitudinal measurement in organisational transformation: a case of a Dutch Flex Company

Ethics, Relationship Marketing and Corporate Performance: Theoretical Analysis through the Mediating Variables

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