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Customer Surveys: a Bibliography

My sources for the article "The scourge of customer surveys." If you want one and hit a paywall, send me a note and I'll see what I can do. Keep in mind, this literature is vast, and this sample may not be representative.

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Anderson, Eugene W., et al. “Customer Satisfaction and Shareholder Value.” Journal of Marketing, vol. 68, no. 4, Oct. 2004, pp. 172–85,


Clarke, Dave. “Measuring Customer Satisfaction: What Types of Metrics Measure Customer Satisfaction?” Curiosity at Work


Filippas, Apostolos, et al. Reputation Inflation. 25857, National Bureau of Economic Research, May 2019,


Grewal, Rajdeep, et al. “Customer Satisfaction Heterogeneity and Shareholder Value.” Journal of Marketing Research, vol. 47, no. 4, Aug. 2010, pp. 612–26,


Holmlund, Maria, et al. “Customer Experience Management in the Age of Big Data Analytics: A Strategic Framework.” Journal of Business Research, vol. 116, Aug. 2020, pp. 356–65,


Mittal, Vikas, and Carly Frennea. Customer Satisfaction: A Strategic Review and Guidelines for Managers. Marketing Science Institute, 2010,


Oliver, Richard L. “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions.” Journal of Marketing Research, vol. 17, no. 4, Nov. 1980, pp. 460–69,


Rahman, Hatim A. “The Invisible Cage: Workers’ Reactivity to Opaque Algorithmic Evaluations.” Administrative Science Quarterly, vol. 66, no. 4, Dec. 2021, pp. 945–88,


Ransbotham, Sam, et al. “Minding the Analytics Gap.” MIT Sloan Management Review, spring 2015, Mar. 2015, pp. 63–68,


Reis, Dayr, et al. “Customer Satisfaction: The Historical Perspective.” Management Decision, vol. 41, no. 2, Mar. 2003, pp. 195–98,


Sridhar, Shrihari, and Roger Best. “Customer Satisfaction: An Organizing Framework for Strategy.” Impact at JMR, Mar. 2021,


West, Brady T., et al. “Methods for Improving Participation Rates in National Self-Administered Web/Mail Surveys: Evidence from the United States.” PLOS ONE, vol. 18, no. 8, Aug. 2023, p. e0289695,


Zoellner, Tom. “Customer Surveys Have Taken over the World. Not Everyone Rates Them a 10.” Los Angeles Times, Feb. 23, 2020,

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