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英文文献：Do Changes In Customer Satisfaction Lead To Changes In Performance In Food Retailing?-顾客满意度的变化是否会导致食品零售业绩的变化?在食品零售领域，我们测量了商店属性感知和顾客满意度之间的联系，以及顾客满意度和销售业绩之间的联系
英文文献作者：Gomez, Miguel I.,McLaughlin, Edward W.,Wittink, Dick R.
英文文献摘要：
We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance, in the food retail sector. Our data set consists of six waves of customer satisfaction and sales information for about 250 stores over the period 1998-2001 for a publicly held supermarket company. We construct a statistical model to address nonlinearities and asymmetries in the satisfaction-sales performance links, and we illustrate how food retailers can affect store revenues by managing customer satisfaction. Contributions of our study include the analysis of behavioral consequences of customer satisfaction in the food retail sector, the measurement of complexities of the satisfaction-sales performance links based on an empirical model of first differences, and a discussion of how managers can use such results for customer satisfaction policies.
我们的数据集包括1998-2001年间一家上市超市公司大约250家商店的六波顾客满意度和销售信息。我们构建了一个统计模型来处理满意度-销售业绩联系中的非线性和不对称，并且我们说明了食品零售商如何通过管理顾客满意度来影响商店收入。贡献我们的研究包括行为后果的分析食品零售业顾客满意度,满意度的测量的复杂性表现链接基于实证模型的差异,并讨论如何管理人员可以使用这样的结果对客户满意度的政策。
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