Timothy Keiningham
Timothy Keiningham
J. Donald Kennedy Endowed Chair in E-Commerce, St. John's University
Verified email at stjohns.edu
TitleCited byYear
Return on quality (ROQ): Making service quality financially accountable
RT Rust, AJ Zahorik, TL Keiningham
Journal of marketing 59 (2), 58-70, 1995
23511995
Service marketing
RT Rust, AJ Zahorik, TL Keiningham
HarperCollins, 1996
7521996
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
7422007
Return on quality: Measuring the financial impact of your company's quest for quality
RT Rust, AJ Zahorik, TL Keiningham
Probus Publishing Company, 1994
4401994
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
4232007
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
3952007
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
3042003
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
2652008
The customer delight principle: Exceeding customers' expectations for bottom-line success
TL Keiningham, TG Vavra
McGraw-Hill, 2001
2362001
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
1772013
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
1742006
Linking customer loyalty to growth
TL Keiningham, L Aksoy, B Cooil, TW Andreassen
mIt Sloan management review 49 (4), 51, 2008
1332008
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
1282005
Customer delight and the bottom line
TL Keiningham, MKM Goddard, TG Vavra, AJ Iaci
Marketing Management 8 (3), 57, 1999
1251999
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
1062005
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
882011
Actual purchase as a proxy for share of wallet
T Perkins-Munn, L Aksoy, TL Keiningham, D Estrin
Journal of Service Research 7 (3), 245-256, 2005
862005
A framework for understanding and managing the customer experience
A De Keyser, KN Lemon, P Klaus, TL Keiningham
Marketing Science Institute working paper series 15 (121), 1-48, 2015
802015
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
802008
A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries
L Aksoy, A Buoye, P Aksoy, B Larivičre, TL Keiningham
Journal of Interactive Marketing 27 (1), 74-82, 2013
742013
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