Timothy Keiningham

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Lerzan AksoyDean, Gabelli School of Business and Professor of Marketing, Fordham UniversityVerified email at fordham.edu
Bruce CooilRichmond Professor of Management, Emeritus, Vanderbilt UniversityVerified email at owen.vanderbilt.edu
Roland T. RustU. of MarylandVerified email at rhsmith.umd.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 LariviereProfessor of Marketing at KU Leuven + Research Fellow Center for Service Intelligence, GhentVerified email at kuleuven.be
Luke WilliamsVice President, AECOM (formerly Head of Research Methods, Ipsos)Verified email at aecom.com
Terry G. VavraCustomer Experience PartnersVerified email at terryvavra.com
Forrest V. Morgeson IIIDepartment of Marketing, Michigan State UniversityVerified email at msu.edu
Tiffany Perkins-MunnBlackRockVerified email at BlackRock.com
Arne De KeyserEDHEC Business SchoolVerified email at edhec.edu
Joan BallSt. John's UniversityVerified email at stjohns.edu
Katherine LemonProfessor of Marketing, Boston CollegeVerified email at bc.edu
Philipp 'Phil' KlausProfessor of Customer Experience Strategy International University of MonacoVerified email at cranfield.ac.uk
Sunil MithasUniversity of South FloridaVerified email at umich.edu
Atakan YalcinProfessor of Finance, Ozyegin UniversityVerified email at ozyegin.edu.tr
Edward C MalthouseNorthwestern University: integrated marketing communications, industrial engineering and mgmt sciVerified email at northwestern.edu
Helen L. BruceSenior Lecturer (Associate Professor) of Marketing, Lancaster UniversityVerified email at lancaster.ac.uk
Sabine BenoitSingapore Management UniversityVerified email at smu.edu.sg
Christopher GroeningKent State UniversityVerified email at kent.edu

Timothy Keiningham

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

Verified email at stjohns.edu - Homepage

customer satisfaction customer loyalty customer relationship management customer experience management


Title Sort by citations Sort by year Sort by title	Cited by Cited by	Year
Return on quality (ROQ): Making service quality financially accountable RT Rust, AJ Zahorik, TL Keiningham Journal of marketing 59 (2), 58-70, 1995	2983	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	1108	2007
Service marketing RT Rust, AJ Zahorik, TL Keiningham (No Title), 1996	973	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 17 (4), 361-384, 2007	761	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	637	2007
Return on quality: Measuring the financial impact of your company's quest for quality RT Rust, AJ Zahorik, TL Keiningham (No Title), 1994	538	1994
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	520	2015
Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature A De Keyser, K Verleye, KN Lemon, TL Keiningham, P Klaus Journal of Service Research 23 (4), 433-455, 2020	440	2020
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	399	2008
Customer experience driven business model innovation T Keiningham, L Aksoy, HL Bruce, F Cadet, N Clennell, IR Hodgkinson, ... Journal of Business Research 116, 431-440, 2020	383	2020
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	380	2003
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 24 (3), 294-313, 2013	340	2013
The customer delight principle: Exceeding customers' expectations for bottom-line success TL Keiningham, TG Vavra (No Title), 2001	300	2001
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	260	2006
Linking customer loyalty to growth TL Keiningham, L Aksoy, B Cooil, TW Andreassen mIt Sloan management review 49 (4), 51, 2008	218	2008
The interplay of customer experience and commitment T Keiningham, J Ball, S Benoit, HL Bruce, A Buoye, J Dzenkovska, L Nasr, ... Journal of Services Marketing 31 (2), 148-160, 2017	204	2017
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 15 (2), 172-181, 2005	189	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	188	2015
Turning complaining customers into loyal customers: Moderators of the complaint handling–Customer loyalty relationship FV Morgeson III, GTM Hult, S Mithas, T Keiningham, C Fornell Journal of Marketing 84 (5), 79-99, 2020	171	2020
Customer delight and the bottom line TL Keiningham, MKM Goddard, TG Vavra, AJ Iaci Marketing Management 8 (3), 57, 1999	170	1999

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