Timothy Keiningham

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Lerzan AksoyAssociate Dean for Strategic Initiatives -- Professor of MarketingVerified email at fordham.edu
Bruce CooilRichmond Professor of Management, Emeritus, Vanderbilt UniversityVerified email at owen.vanderbilt.edu
Alexander BuoyeAssociate Professor of Marketing at St. John's UniversityVerified email at stjohns.edu
Tor W. AndreassenNHH Norwegian School of EconomicsVerified email at nhh.no
Bart LariviereAssociate Professor of Marketing at KU LeuvenVerified email at kuleuven.be
Luke WilliamsVice President, AECOM (formerly Head of Research Methods, Ipsos)Verified email at aecom.com
Tiffany Perkins-MunnBlackRockVerified email at BlackRock.com
Forrest V. Morgeson IIIDepartment of Marketing, Michigan State UniversityVerified email at msu.edu
Arne De KeyserEDHEC Business SchoolVerified email at edhec.edu
Atakan YalcinProfessor of Finance, Ozyegin UniversityVerified email at ozyegin.edu.tr
Sunil MithasUniversity of South FloridaVerified email at umich.edu
Katherine LemonProfessor of Marketing, Boston CollegeVerified email at bc.edu
Joan BallSt. John's UniversityVerified email at stjohns.edu
Edward C MalthouseNorthwestern University: integrated marketing communications, industrial engineering and mgmt sciVerified email at northwestern.edu
Philipp 'Phil' KlausProfessor of Customer Experience Strategy International University of MonacoVerified email at cranfield.ac.uk
Sunil GuptaMarketing Professor, Harvard Business SchoolVerified email at hbs.edu
Christopher GroeningChair Department of Marketing and Entrepreneurship, Associate Professor of Marketing, Kent StateVerified email at kent.edu
Vera BlazevicAssociate Professor of Marketing, Radboud UniversityVerified email at fm.ru.nl
Naveen DonthuGeorgia State UniversityVerified email at gsu.edu
Sabine Benoit (formerly Moeller)Professor of Marketing, University of Surrey and Australian National University (ANU)Verified email at surrey.ac.uk

Timothy Keiningham

J. Donald Kennedy Endowed Chair in E-Commerce, St. John's University

Verified email at stjohns.edu

customer satisfaction customer loyalty customer relationship management customer experience management


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Return on quality (ROQ): Making service quality financially accountable RT Rust, AJ Zahorik, TL Keiningham Journal of marketing 59 (2), 58-70, 1995	2721	1995
A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer characteristics B Cooil, TL Keiningham, L Aksoy, M Hsu Journal of marketing 71 (1), 67-83, 2007	939	2007
Service marketing RT Rust, AJ Zahorik, TL Keiningham HarperCollins, 1996	878	1996
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet TL Keiningham, B Cooil, L Aksoy, TW Andreassen, J Weiner Managing service quality: An international Journal, 2007	621	2007
A longitudinal examination of net promoter and firm revenue growth TL Keiningham, B Cooil, TW Andreassen, L Aksoy Journal of Marketing 71 (3), 39-51, 2007	519	2007
Return on quality: Measuring the financial impact of your company's quest for quality RT Rust, AJ Zahorik, TL Keiningham Probus Publishing Company, 1994	512	1994
The impact of customer satisfaction on share-of-wallet in a business-to-business environment TL Keiningham, T Perkins-Munn, H Evans Journal of Service Research 6 (1), 37-50, 2003	353	2003
The long-term stock market valuation of customer satisfaction L Aksoy, B Cooil, C Groening, TL Keiningham, A Yalçın Journal of Marketing 72 (4), 105-122, 2008	323	2008
The customer delight principle: Exceeding customers' expectations for bottom-line success TL Keiningham, T Keiningham, TG Vavra McGraw Hill Professional, 2001	275	2001
Beyond traditional word‐of‐mouth: An expanded model of customer‐driven influence V Blazevic, W Hammedi, I Garnefeld, RT Rust, T Keiningham, ... Journal of Service Management, 2013	271	2013
A framework for understanding and managing the customer experience A De Keyser, KN Lemon, P Klaus, TL Keiningham Marketing Science Institute working paper series 85 (1), 15-121, 2015	245	2015
Forward-looking focus: can firms have adaptive foresight? VA Zeithaml, RN Bolton, J Deighton, TL Keiningham, KN Lemon, ... Journal of Service Research 9 (2), 168-183, 2006	227	2006
Linking customer loyalty to growth TL Keiningham, L Aksoy, B Cooil, TW Andreassen mIt Sloan management review 49 (4), 51, 2008	171	2008
Does customer satisfaction lead to profitability? The mediating role of share‐of‐wallet TL Keiningham, T Perkins‐Munn, L Aksoy, D Estrin Managing Service Quality: An International Journal, 2005	166	2005
Customer delight and the bottom line TL Keiningham, MKM Goddard, TG Vavra, AJ Iaci Marketing Management 8 (3), 57, 1999	147	1999
Loyalty myths: hyped strategies that will put you out of business--and proven tactics that really work TL Keiningham, TG Vavra, L Aksoy, H Wallard John Wiley & Sons, 2005	134	2005
A five-component customer commitment model: implications for repurchase intentions in goods and services industries TL Keiningham, CM Frennea, L Aksoy, A Buoye, V Mittal Journal of Service Research 18 (4), 433-450, 2015	123	2015
An investigation of the cross-national determinants of customer satisfaction FV Morgeson, S Mithas, TL Keiningham, L Aksoy Journal of the Academy of Marketing Science 39 (2), 198-215, 2011	121	2011
A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries L Aksoy, A Buoye, P Aksoy, B Larivière, TL Keiningham Journal of Interactive Marketing 27 (1), 74-82, 2013	119	2013
A holistic examination of Net Promoter TL Keiningham, L Aksoy, B Cooil, TW Andreassen, L Williams Journal of Database Marketing & Customer Strategy Management 15 (2), 79-90, 2008	117	2008

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