Bibliographie Satisfaction 1944-2011

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1	"Bibliographie Etablie dans le cadre d'un projet EDF R&D - Satisfaction un état de la littérature"(Juillet 2012) Références	Années	Dimension	Objet	Secteur	Méthode	Zone	Revue	Importance	Commentaires

2	Martin, K.D. & Hill, R.P., 2012. Life Satisfaction, Self-Determination, and Consumption Adequacy at the Bottom of the Pyramid. Journal of Consumer Research, 38(6), p.1155–1168.	2012	Apprentissage		Bop			JCR	6	Théorie de l'autodétermination et satisfaction
3	Cho, Cecile K., et Gita Venkataramani Johar. 2011. « Attaining Satisfaction ». Journal of Consumer Research 38 (4) (décembre): 622–631.	2011	Management	Comportement				JCR	6	Les consommateurs conservateurs ont moins de satisfaction qd elle est elevée et plus quand elle est basse...
4	East, Robert, Jenni Romaniuk, et Wendy Lomax. 2011. « The NPS and the ACSI ». International Journal of Market Research 53 (3) (mai): 327–346.	2011	NPS	Marque	Multi	Comparaison		IJRM	6	débat NPS
5	Giebelhausen, Michael, Stacey Robinson, et J. Cronin. 2011. « Worth waiting for: increasing satisfaction by making consumers wait ». Journal of the Academy of Marketing Science 39 (6) (décembre): 889–905.	2011	Effort	Comportement				JAMS	6	le poids de l'attente sur la satisfaction ( positif) - l'idée d'une tension? impatience , une autre forme de l'effort
6	Fornell, C., Rust, R.T. & Dekimpe, M.G., 2010. The Effect of Customer Satisfaction on Consumer Spending Growth. Journal of Marketing Research, 47(1), p.28–35.	2010	Satisfaction	croissance		ACSI		JMR	6	effet sur la croissance du panier
7	Brown, James R., et Rajiv P. Dant. 2009. « The Theoretical Domains of Retailing Research: A Retrospective ». Journal of Retailing 85 (2) (juin): 113-128. doi:10.1016/j.jretai.2009.04.003.	2009			Distribution	Théorie		JR	6	a relire
8	Cooil, Bruce, Timothy L. Keiningham, Lerzan Aksoy, et Michael Hsu. 2007. « A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics ». Journal of Marketing 71 (1) (janvier): 67–83.	2007	Satisfaction	Comportement	Banque	Longitudinal		JM	6	l'effet de la satisfaction sur le taux de nourriture est médié par la durée de la relation
9	Fornell, C. et al., 2006. Customer Satisfaction and Stock Prices: High Returns, Low Risk. Journal of Marketing, 70(1), p.3–14.	2006	Cognition	Dynamic	Multi		ACSI	JM	6	impact du la valeur boursière
10	Gruca, T.S. & Rego, Lopo L., 2005. Customer Satisfaction, Cash Flow, and Shareholder Value. Journal of Marketing, 69(3), p.115–130.	2005	Finance	Profit	Compustat	Econométrie	ACSI	JM	6	Impact sur la valeur boursière
11	Gustafsson, A., Johnson, M.D. & Roos, I., 2005. The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of Marketing, 69(4), p.210–218.	2005	Satisfaction	Relation				JM	6	relation et fidélité
12	Anderson, E.W., Fornell, C. & Mazvancheryl, S.K., 2004. Customer Satisfaction and Shareholder Value. Journal of Marketing, 68(4), p.172–185.	2004	Finance	Valeur				JM	6	Satifaction et valeur bousière
13	Szymanski, David M., et David H. Henard. 2001. « Customer Satisfaction: A Meta-Analysis of the Empirical Evidence ». Journal of the Academy of Marketing Science 29, no. 1 (janvier 1, 2001): 16-35.	2001	Satisfaction	comportement	All	Méta-analyse		JAMS	6	Un point général
14	Anderson, Eugene W., et Claes Fornell. 2000. « Foundations of the American Customer Satisfaction Index ». Total Quality Management 11 (7): S869.	2000	Measurement	Brand		Panel		TQM	6	Le grand appareil de mesure
15	Singh, Jagdip, et Deepak Sirdeshmukh. « Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments. » Journal of the Academy of Marketing Science 28, no. 1 (Winter2000 2000): 150.	2000	Trust	relation				JAMS	6	Satisfaction et confiance
16	Fournier, Susan, et David Glen Mick. 1999. « Rediscovering Satisfaction ». Journal of Marketing 63 (4) (octobre): 5–23.	1999	Satisfaction	concept				JM	6	Une reconceptualisation
17	Garbarino, Ellen, et Mark S. Johnson. « The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. » Journal of Marketing 63, no. 2 (avril 1999): 70-87.	1999	Normes	Engagement	Culturel	SEM		JM	6	Des régimes d'action selon la relation
18	Mittal, Vikas, Pankaj Kumar, et Michael Tsiros. 1999. « Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time :A Consumption-System Approach ». Journal of Marketing 63 (2) (avril): 88–101.	1999	Produit	Intention				JM	6	Approche dynamique. rare
19	Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, et Barbara Everitt Bryant. 1996. « The American Customer Satisfaction Index: Nature, Purpose, and Findings ». Journal of Marketing 60 (4) (octobre): 7–18.	1996	Measurement	Brand	Multi	Panel	ACSI	JM	6	Le grand appareil de mesure
20	Spreng, Richard A., Scoff B. MacKenzie, et Richard W. Olshavsky. 1996. « A reexamination of the determinants of consumer satisfaction ». Journal of Marketing 60 (3) (juillet): 15.	1996	Satisfaction	Determinants				JM	6	Les determinants
21	Parasuraman, A., Valarie A. Zeithaml, et Leonard L. Berry. 1994. « Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research ». Journal of Marketing 58, nᵒ 1 (janvier 1994): 111–124.	1994	Attentes	Service				JM	6	Le cas des services
22	Oliver, Richard L. 1993. « Cognitive, Affective, and Attribute Bases of the Satisfaction Response ». Journal of Consumer Research 20 (3) (décembre): 418–430.	1993	Satisfaction	Transaction	Automobile			JCR	6	Affects et cognition
23	Rust R.T. and Zahorik A.J. (1993) “ Customer Satisfaction, Customer Retention, and Market Share ” Journal of Retailing Vol. 69, n°2	1993	Loyalty		Retail?			JR	6	effets sur la fidélité
24	Ziethaml, Valarie A., Leonard L. Berry, et A. Parasuraman. « The Nature and Determinants of Customer Expectations of Service ». Journal of the Academy of Marketing Science 21, nᵒ 1 (Winter93 1993): 1.	1993	Attentes					JAMS	6	le cas des services
25	Fornell, Claes. 1992. « A National Customer Satisfaction Barometer: The Swedish Experience ». Journal of Marketing 56 (1) (janvier): 6–21.	1992	Satisfaction			Measurement	Suède	JM	6	Un panel
26	Oliva, Terence A., Richard L. Oliver, et Ian C. MacMillan. 1992. « A Catastrophe Model for Developing Service Satisfaction Strategies ». Journal of Marketing 56 (3) (juillet): 83–95.	1992	Forme fonctionnelle	Service				JM	6	Des effets non-linéaires
27	Oliver, Richard L., et John E. Swan. 1989. « Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction ». Journal of Consumer Research 16 (3) (décembre): 372–383.	1989	Equité	Transaction				JCR	6	Le rôle des normes
28	Parasuraman, A., Valarie A. Zeithaml, et Leonard L. Berry. « A Conceptual Model of Service Quality and Its Implications for Future Research ». Journal of Marketing 49, nᵒ 4 (Fall 1985): 41–50.	1985	Qualité	Service				JM	6	service quality
29	Woodruff R. B., Cadotte E. R. et Jenkins R. L. (1983), Modelling Consumer Satisfaction Processes Using Experience-Based Norms, Journal of Marketing, Research, 20, Août, 296-304.	1983						JMR	6	modèle de satisfaction
30	Churchill Jr., Gilbert A., et Carol Surprenant. 1982. « An Investigation Into the Determinants of Customer Satisfaction ». Journal of Marketing Research (JMR) 19 (4) (novembre): 491–	1982	Satisfaction	Comportement				JMR	6	le modèle canonique
31	Bagozzi, Richard P.. 1980. « PERFORMANCE AND SATISFACTION IN AN INDUSTRIAL SALES FORCE: AN EXAMINATION OF THEIR ANTECEDENTS AND SIMULTANEITY ». Journal of Marketing 44 (2): 65–77.	1980	Performance	Sales	B2B			JM	6	Vintage
32	Westbrook, Robert A. 1980a. « A RATING SCALE FOR MEASURING PRODUCT/SERVICE SATISFACTION. » Journal of Marketing 44 (4): 68–72. doi:Article.	1980	Satisfaction	Méthode				JMR	6	Une première échelle
33	Anderson, Ronald D., Jack L. Engledow, et Helmut Becker. 1979. « Evaluating the Relationships Among Attitude Toward Business, Product Satisfaction, Experience, and Search Effort ». Journal of Marketing Research (JMR) 16 (3): 394-400.	1979	Effort	Produit				JMR	6
34	Bagozzi, Richard P. 1978. « Salesforce Performance and Satisfaction as a Function of Individual Difference, Interpersonal, and Situational Factors ». Journal of Marketing Research (JMR) 15 (4) (novembre): 517–531.	1978	Situation	Sales				JMR	6	Vintage
35	Bearden, William O., Richard M. Durand, J. Barry Mason, et Jesse E. Tell Jr. 1978. « Dimensions Of Consumer Satisfaction/Dissatisfaction With Services: The Case Of Electric Utilities ». Journal of the Academy of Marketing Science 6 (4): 278–290.	1978	Satisfaction	Service	Utilities			JAMS	6	Vintage en plus sur l'electricité!
36	Lundstrom, William J. 1978. « CONCEPTUALIZATION AND MEASUREMENT OF CONSUMER SATISFACTION AND DISSATISFACTION ». Journal of Marketing Research (JMR) 15 (1) (février): 167.	1978	Satisfaction	Measurement				JMR	6	Concept
37	Czepiel, John A., et Larry J. Rosenberg. 1977. « Consumer Satisfaction: Concept and Measurement ». Journal of the Academy of Marketing Science 5 (4): 403.	1977	Satisfaction	Measurement				JAMS	6	early concept
38	Zikmund, William G. 1977. « THE JOYLESS ECONOMY: AN INQUIRY INTO HUMAN SATISFACTION AND CONSUMER DISSATISFACTION ». Journal of Marketing 41 (2) (avril): 137–138.	1977	Bonheur	Social				JM	6
39	Bettman, James R. 1974. « A Threshold Model of Attribute Satisfaction Decisions ». Journal of Consumer Research 1 (2): 30–35.	1974	Satisfaction					JCR	6
40	Cardozo R.N. (1973), Customer Satisfaction : Laboratory Study and Marketing Action Consumer Behavior : Selected Readings, J.F. Engel (ed.), Homewood, Ill., Irwin	1973						Book	6
41	Cardozo, Richard N. (August, 1965), "An Experimental Study of Customer Effort, Expectation, and Satisfaction," Journal of Marketing Research, 2 244-249.	1965						JMR	6
42	Vaivio, Juhani. 1999. « Examining “The quantified customer” ». Accounting, Organizations and Society 24 (8) (novembre): 689-715. doi:10.1016/S0361-3682(99)00008-2.			Comptabilité				AOS	6
43	Ngobo, Paul-Valentin, Jean-François Casta, et Olivier Ramond. 2012. « Is customer satisfaction a relevant metric for financial analysts? » Journal of the Academy of Marketing Science 40 (3) (mai): 480–508.	2012	Finance	Modèle		Econométrie	France	JAMS	5	la satisfaction est importante en cas de faible relation
44	Gelbrich, Katja, et Holger Roschk. 2011. « Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction ». Marketing Letters 22 (1) (mars): 31–47.	2011	Recovery			Méta-analyse		ML	5	meta-analyse complaint
45	Tam, Jackie Lai Ming. 2011. « The moderating effects of purchase importance in customer satisfaction process: An empirical investigation ». Journal of Consumer Behaviour 10 (4) (août): 205–215. doi:10.1002/cb.330.	2011	Satisfaction	Implication				JCB	5	implication
46	Diehl, Kristin, et Cait Poynor. 2010. « Great Expectations?! Assortment Size, Expectations, and Satisfaction ». Journal of Marketing Research (JMR) 47 (2) (avril): 312–322. doi:10.1509/jmkr.47.2.312.	2010	Attentes	Produit				JMR	5	l'effet de la taille de l'assortiment
47	Dotson, J. P., & Allenby, G. M. (2010). Investigating the Strategic Influence of Customer and Employee Satisfaction on Firm Financial Performance. Marketing Science, 29(5), 895-908. doi:10.1287/mksc.1100.0584	2010			Banking	econométrie		MkgSc	5
48	Griffin, Jill G, et Susan M Broniarczyk. 2010. « The Slippery Slope: The Impact of Feature Alignability on Search and Satisfaction ». Journal of Marketing Research (JMR) 47 (2) (avril): 323–334.	2010	Produit	Produit				JMR	5
49	Pham, Michel Tuan, Caroline Goukens, Donald R Lehmann, et Jennifer Ames Stuart. 2010. « Shaping Customer Satisfaction Through Self-Awareness Cues ». Journal of Marketing Research (JMR) 47 (5) (octobre): 920–933	2010	Self	Transaction				JMR	5
50	POYNOR, CAIT, et STACY WOOD. 2010. « Smart Subcategories: How Assortment Formats Influence Consumer Learning and Satisfaction ». Journal of Consumer Research 37 (1) (juin): 159–175.	2010	Produit	Transaction				JCR	5	l'effet de la taille de l'assortiment
51	Voss, Glenn B., Andrea Godfrey, et Kathleen Seiders. 2010. « How Complementarity and Substitution Alter the Customer Satisfaction-Repurchase Link ». Journal of Marketing 74 (6) (novembre): 111–127.	2010	Intention	Transaction				JM	5	complements et substitut
52	Cissé-Depardon, K. & N’Goala, G., 2009. Les effets de la satisfaction, de la confiance et de l’engagement vis-à-vis d’une marque sur la participation des consommateurs à un boycott. (French). Recherche et Applications en Marketing, 24(1), p.43–67.	2009	Trust	Participation	Boycott	SEM		RAM	5
53	O’Sullivan, D., Hutchinson, M.C. & O’Connell, V., 2009. Empirical evidence of the stock market’s (mis)pricing of customer satisfaction. International Journal of Research in Marketing, 26(2), p.154–161.	2009	Finance	Valeur		RA		IJRM	5
54	Tuli, K.R. & Bharadwaj, S.G., 2009a. Customer Satisfaction and Stock Returns Risk. Journal of Marketing, 73(6), p.184–197.	2009	Finance	Risque		RA		JM	5
55	Antón, C., Camarero, C. & Carrero, M., 2007. The mediating effect of satisfaction on consumers’ switching intention. Psychology & Marketing, 24(6), p.511–538.	2008	Intention	Comportement				P&M	5
56	Keiningham, Timothy L., Kerzan Aksoy, Bruce Cooil, et Tor Wallin Andreassen. 2008. « Linking Customer Loyalty to Growth ». MIT Sloan Management Review 49 (4): 51–57.	2008	Finance	Croissance				SMR	5
57	Luo, X. & Homburg, C., 2008. Satisfaction, Complaint, and the Stock Value Gap. Journal of Marketing, 72(4), p.29–43.	2008	Finance	Recovery				JM	5
58	MOGILNER, CASSIE, TAMAR RUDNICK, et SHEENA S. IYENGAR. 2008. « The Mere Categorization Effect: How the Presence of Categories Increases Choosers’ Perceptions of Assortment Variety and Outcome Satisfaction ». Journal of Consumer Research 35 (2): 202–215.	2008	Produit	Transaction				JCR	5	l'effet de la taille de l'assortiment
59	Morgan, Neil A., et Lopo L. Rego. 2008. « Can Behavioral WOM Measures Provide Insight into the Net Promoter Concept of Customer Loyalty? » Marketing Science 27 (3) (juin): 533–534.	2008	Wom	Relation				MS	5
60	Su, H.-J., Comer, L.B. & Lee, S., 2008. The effect of expertise on consumers’ satisfaction with the use of interactive recommendation agents. Psychology & Marketing, 25(9), p.859–880.	2008	Expertise	Technologie				P&M	5
61	van Doorn, J. & Verhoef, P.C., 2008. Critical Incidents and the Impact of Satisfaction on Customer Share. Journal of Marketing, 72(4), p.123–142.	2008	Recovery	Relation				JM	5
62	Chandrashekaran, M. et al., 2007. Satisfaction Strength and Customer Loyalty. Journal of Marketing Research (JMR), 44(1), p.153–163.	2007	Fidélité	Relation				JMR	5
63	Heitmann, M., Lehmann, D.R. & Herrmann, A., 2007. Choice Goal Attainment and Decision and Consumption Satisfaction. Journal of Marketing Research (JMR), 44(2), p.234–250.	2007	Intention	Product				JMR	5
64	Luo, X. & Homburg, C., 2007. Neglected Outcomes of Customer Satisfaction. Journal of Marketing, 71(2), p.133–149.	2007		Effect				JM	5
65	Peecher, Mark E., Rachel Schwartz, et Ira Solomon. 2007. « It’s all about audit quality: Perspectives on strategic-systems auditing ». Accounting, Organizations and Society 32 (4–5) (mai): 463-485. doi:10.1016/j.aos.2006.09.001.	2007	Qualité	Comptabilité				AOS	5
66	Sharma, A., 2007. The Metrics of Relationships: Measuring Satisfaction, Loyalty and Profitability of Relational Customers. Journal of Relationship Marketing, 6(2), p.33.	2007	Finance	Relation				JRM	5
67	Wangenheim, F. v. & Bayón, T., 2007. The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition. Journal of the Academy of Marketing Science, 35(2), p.233–249.	2007	WOM	acquisition				JAMS	5
68	Botti, Simona, et Ann L. McGill. 2006. « When Choosing Is Not Deciding: The Effect of Perceived Responsibility on Satisfaction ». Journal of Consumer Research 33 (2): 211–219.	2006	Normes	Transaction				JCR	5
69	Homburg, C., Koschate, N. & Hoyer, W.D., 2006. The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective. Journal of Marketing, 70(3), p.21–31.	2006	Cognition	comportement				JM	5
70	Luo, X. & Bhattacharya, C.., 2006. Corporate Social Responsibility, Customer Satisfaction, and Market Value. Journal of Marketing, 70(4), p.1–18.	2006	Normes	CSR				JM	5
71	Reichheld, Fred. 2006. « The Microeconomics of Customer Relationships ». MIT Sloan Management Review 47 (2): 73–78.	2006	Croissance						5
72	Sabadie, W., Prim-Allaz, I. & Llosa, S., 2006. Contribution des éléments de gestion des réclamations à la satisfaction : les apports de la théorie de la justice. (French). Recherche et Applications en Marketing, 21(3), p.47–64.	2006	Justice	Recovery			France	RAM	5
73	Chenhall, Robert H. 2005. « Integrative strategic performance measurement systems, strategic alignment of manufacturing, learning and strategic outcomes: an exploratory study ». Accounting, Organizations and Society 30 (5) (juillet): 395-422. doi:10.1016/j.aos.2004.08.001.	2005		Comptabilité				AOS	5
74	Homburg, C., Koschate, N. & Hoyer, W.D., 2005. Do Satisfied Customers Really Pay More? A Study of the Relationship Between Customer Satisfaction and Willingness to Pay. Journal of Marketing, 69(2), p.84–96.	2005	Satisfaction	Price				JM	5
75	Mithas, S., Krishnan, M.S. & Fornell, C., 2005. Why Do Customer Relationship Management Applications Affect Customer Satisfaction? Journal of Marketing, 69(4), p.201–209.	2005	Relation	Relation				JM	5
76	Morgan, N.A., Anderson, E.W. & Mittal, V., 2005. Understanding Firms’ Customer Satisfaction Information Usage. Journal of Marketing, 69(3), p.131–151.	2005	Satisfaction	Stratégie				JM	5
77	Ngobo, Paul, et Andry Ramaroson. 2005. « FACTEURS DÉTERMINANTS DE LA RELATION ENTRE LA SATISFACTION DES CLIENTS ET LA PERFORMANCE DE L’ENTREPRISE. (French) ». Decisions Marketing (40) (décembre): 75–84.	2005	Satisfaction	Entreprise				DM	5
78	Wetsch, L.R., 2005. Trust, Satisfaction and Loyalty in Customer Relationship Management An Application of Justice Theory. Journal of Relationship Marketing, 4(3/4), p.29.	2005	Justice	Fidélité				JRM	5
79	Bruhn, M. & Frommeyer, A., 2004. Development of Relationship Marketing Constructs Over Time Antecedents and Consquences of Customer Satisfaction in a Business-to-Business Environment. Journal of Relationship Marketing, 3(4), p.61.	2004	Satisfaction	B2B		dynamic		JRM	5
80	Mittal, Vikas, Wagner A. Kamakura, et Rahul Govind. 2004a. « Geographic Patterns in Customer Service and Satisfaction: An Empirical Investigation ». Journal of Marketing 68 (3) (juillet): 48–62.	2004	Geographie					JM	5
81	Philippe Aurier, Yves Evrard, and Gilles N'Goala (2004), Comprendre et mesurer la valeur du point de vue du consommateur , Recherche et Applications en Marketing, 19(3):1-20.	2004	Valeur					RAM	5
82	Bechwati, Nada Nasr, et Lan Xia. 2003. « Do Computers Sweat? The Impact of Perceived Effort of Online Decision Aids on Consumers’ Satisfaction With the Decision Process ». Journal of Consumer Psychology (Lawrence Erlbaum Associates) 13 (1/2) (janvier): 139.	2003	Effort					JCP	5
83	Ittner, Christopher D, David F Larcker, et Taylor Randall. 2003. « Performance implications of strategic performance measurement in financial services firms ». Accounting, Organizations and Society 28 (7–8) (octobre): 715-741. doi:10.1016/S0361-3682(03)00033-3.	2003		Comptabilité				AOS	5
84	Mägi, Anne W. 2003. « Share of wallet in retailing: the effects of customer satisfaction, loyalty cards and shopper characteristics ». Journal of Retailing 79 (2): 97-106. doi:10.1016/S0022-4359(03)00008-3.	2003	Fidélité	Taux de nourriture	Distribution			JR	5
85	Guilding, Chris, et Lisa McManus. 2002. « The incidence, perceived merit and antecedents of customer accounting: an exploratory note ». Accounting, Organizations and Society 27 (1–2) (janvier): 45-59. doi:10.1016/S0361-3682(01)00030-7.	2002	Customer	Comptabilité				AOS	5
86
87	Mittal, Vikas, et Wagner A. Kamakura. 2001a. « Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics ». Journal of Marketing Research (JMR) 38 (1) (février): 131–142.	2001	Intention	Repurchase				JMR	5
88	Meuter, Matthew L., Amy L. Ostrom, Robert I. Roundtree, et Mary Jo Bitner. 2000a. « Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters ». Journal of Marketing 64 (3) (juillet): 50–64.	2000	Satisfaction	Technologie				JM	5
89	Ngobo, Paul Valentin. 2000. « Satisfaction des clients et part de marché de l’entreprise : un réexamen au regard de récentes avancées théoriques. (French) ». Recherche et Applications en Marketing 15 (2) (juin): 21–41.	2000	Formes fonctionnelles	Réponse				RAM	5	effet cubique
90	Shiv, Baba, et Joel Huber. 2000. « The Impact of Anticipating Satisfaction on Consumer Choice ». Journal of Consumer Research 27 (2): 202–216.	2000	Anticipation	Intention				JCR	5	anticipation de la satisfaction
91	Westbrook, R.A., 2000. Towards A Managerial Research Agenda For Customer Satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13.	2000	Managerial					JCSD&CB	5
92	Geyskens, Inge, Jan-Benedict E. M. Steenkamp, et Nirmalya Kumar. 1999. « A Meta-Analysis of Satisfaction in Marketing Channel Relationships ». Journal of Marketing Research (JMR) 36 (2) (mai): 223–238.	1999	Satisfaction	Channel		meta-analyse		JMR	5
93	Halstead, Diane. « The Use of Comparison Standards in Customer Satisfaction Research and Management: A Review... » Journal of Marketing Theory & Practice 7, no. 3 (Summer99 1999): 13.	1999	Standards	Transaction				JMT&P	5
94	Krishnan, M. S., & Ramaswamy, V. (1999). Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology. Management Science, 45(9), 1194-1209.	1999	Leviers		Banking	Bayesien		MSc	5
95	Smith, Amy K., Ruth N. Bolton, et Janet Wagner. 1999. « A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery ». Journal of Marketing Research (JMR) 36 (3): 356–372.	1999	Justice	Transaction	Services			JMR	5
96	Lambert, Richard A. 1998. « Customer Satisfaction and Future Financial Performance. Discussion of Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customers Satisfaction ». Journal of Accounting Research 36 (3): 37-46.	1998	Finance					JoAR	5
97	Robert Johnston 1998. The Effect of Intensity of Dissatisfaction on Complaining Behaviour	1998	Recovery					JCSD&CB	5
98	Tax S.T., Brown S.W. et Chandrashekaran M. (1998), Customer evaluations of service complaint experiences implications for relationship marketing, Journal of Marketing, 62, 60-67..	1998	Réclamation	Justice	Service				5
99	Berry, Leonard L., et A. Parasuraman. « Listening to the Customer--The Concept of a Service-Quality Information System ». Sloan Management Review 38, nᵒ 3 (Spring97 1997): 65–76.	1997	Qualité	Service					5
100	Ittner, Christopher D., et David F. Larcker. 1997. « Quality strategy, strategic control systems, and organizational performance ». Accounting, Organizations and Society 22 (3–4) (avril): 293-314. doi:10.1016/S0361-3682(96)00035-9.	1997		Comptabilité				AOS	5