"Customer, Employer, and Employee Satisfaction in Small-Service Settings: An Application to Franchise Networks," with H. Evanschitzky, V. Mittal and M. Wunderlich, Journal of Service Research, 14 (2), 136-148, 2011.

Refereed Journal Articles

"Does Customer Satisfaction Lead to an Increased Firm Value?," with L. Aksoy, B. Cooil, T. Keiningham and A. Yalcin, GfK Marketing Intelligence Review, 1 (2), 1-6, 2010.

"Web-based Training and Interrater Reliability Testing for Scoring the 3 Hamilton Depression Rating Scale," with J. Rosen, B. Mulsant, P. Marino, R.C. Young, and D. Fox, Psychiatry Research, 2008.

“Customer Satisfaction and Stock Price: An Analyst Perspective,” with L. Aksoy, B. Cooil, T. Keiningham and A. Yalςin, Journal of Marketing, 72 (4), 105-122, 2008.

Other Publications

"Diffusion," with D. Nguyen in Encyclopedia of Media Communications (1st ed), Peter Mavrikis, editor, Armonk, NY:  M E Sharpe Inc., 2010.



Last Edited: 8/13/2008