Forrest V. Morgeson

Michigan State University — United States

Business, Management and Accounting · Social Sciences

21h-index3.3kcitations67works0.22yr avg
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Research Topics

Customer Service Quality and Loyalty(36), Public Policy and Administration Research(20), Consumer Retail Behavior Studies(16), E-Government and Public Services(12), Consumer Behavior in Brand Consumption and Identification(9)

Publications67 total

Does it matter who “toots the horn” on Facebook and X? The differential effects of owned and earned social media on customers’ perceptions of firms
Internet Research·2025
When rewards connect to the self: Unlocking customer engagement through experiential rewards
Journal of Retailing·2025
Political Identity and Its Implications for Consumer Behavior and Marketing
2025
The causal effect of local product market shocks on equity holdings: Evidence from the airline industry
The Journal of Financial Research·2024Open Access
Understanding multilevel organizing: a focus of customer satisfaction on firm performance
The Journal of Marketing Theory and Practice·2024· 1 citedOpen Access
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination
Journal of Service Research·2023· 8 citedOpen Access
A Theory of Market-Based Sustainability: Integrating Economics-Based Supply and Demand Theory with Doing Good, Warm Glow, and Price Fairness
Journal of Sustainable Marketing·2023· 1 citedOpen Access
Americans are tiptoeing out of economic turmoil this holiday shopping season
2023
Sustainable international business model innovations for a globalizing circular economy: a review and synthesis, integrative framework, and opportunities for future research
Journal of International Business Studies·2023· 54 citedOpen Access
Weathering the crash: Do customer-company relationships pay off during economic crises?
Journal of the Academy of Marketing Science·2023· 9 citedOpen Access
The American Customer Satisfaction Index (ACSI): A sample dataset and description
Data in Brief·2023· 34 citedOpen Access
Retailers may see more red after Black Friday as consumers say they plan to pull back on spending – acting as if the US were already in a recession
2022
Customer satisfaction and international business: A multidisciplinary review and avenues for research
Journal of International Business Studies·2022· 28 cited
Partisan bias and citizen satisfaction, confidence, and trust in the U.S. Federal Government
Public Management Review·2021· 21 cited
Marketing’s value propositions: a focus on exit, voice, and loyalty
AMS Review·2020· 5 cited
Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship
Journal of Marketing·2020· 107 cited
The Reign of the Customer: Customer-Centric Approaches to Improving Satisfaction
2020· 9 cited
Customer Complaints: Learning to Love Your Angry Customers
2020· 3 cited
Customer Loyalty: Hey, Stick Around for a While!
2020
The Reign of the Customer
2020· 16 cited
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Frequent Co-authors

G. Tomas M. Hult(23), Claes Fornell(20), Sunil Mithas(14), David VanAmburg(10), Timothy L. Keiningham(6), Pratyush Nidhi Sharma(5), Lerzan Aksoy(5), Udit Sharma(5), Mayuram S. Krishnan(3), Bart Larivière(3), Atakan Yalçın(2), Claudia Petrescu(2), Yufei Zhang(1), Neil A. Morgan(1), Luke Williams(1), Brian R. Chabowski(1), Peter Gabrielsson(1), Salman Aljazzaf(1), Jonathan Whitaker(1), Xiaoxu Wu Schultz(1)