Article | MIT Sloan Management Review | Spring 2014

The High Price of Customer Satisfaction

by Timothy Keiningham, Sunil Gupta, Lerzan Aksoy and Alexander Buoye


Managers often assume that improving customer satisfaction and financial performance go hand in hand. The reality, however, is much more complex.

Keywords: Customer Satisfaction; Performance;


Keiningham, Timothy, Sunil Gupta, Lerzan Aksoy, and Alexander Buoye. "The High Price of Customer Satisfaction." MIT Sloan Management Review 55, no. 3 (Spring 2014).