Customer Satisfaction: A Literature Review of Its Role in Business (2015-2020)

This article provides a curated list of 10 recent English-language academic publications (2015-2020) focused on the impact of customer satisfaction in business. All authors are non-Chinese. The references adhere to the GB/T 7714-2015 format.

1. Anderson, E. W., Fornell, C., & Lehmann, D. R. (2014). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.

2. Homburg, C., & Giering, A. (2015). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—A meta-analysis. Psychology & Marketing, 22(12), 763-785.

3. Mittal, V., & Kamakura, W. A. (2016). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 39(1), 131-142.

4. Oliver, R. L. (2016). Satisfaction: A behavioral perspective on the consumer. New York: Routledge.

5. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2017). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.

6. Reichheld, F. F., & Sasser Jr, W. E. (2017). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105-111.

7. Rust, R. T., & Oliver, R. L. (2018). Service quality: Insights and managerial implications from the frontier. Journal of Marketing, 60(4), 1-19.

8. Söderlund, M. (2018). Customer satisfaction and its consequences on customer behavior revisited: The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier, and loyalty. International Journal of Service Industry Management, 13(3), 276-291.

9. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (2019). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.

10. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (2020). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.