Timothy L. Keiningham

Business, Management and Accounting · Social Sciences

39h-index8.0kcitations114works7.72yr avg
OpenAlex↗ORCID↗Google Scholar↗

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Research Topics

Customer Service Quality and Loyalty(72), Consumer Retail Behavior Studies(43), Consumer Behavior in Brand Consumption and Identification(23), Customer churn and segmentation(18), Digital Marketing and Social Media(14)

Publications114 total

Return on Innovation
2026
Beyond apples and oranges: unraveling the complexity in corporate sustainability reporting
Journal of service management·2024· 2 cited
Social Profit Orientation: Lessons from Organizations Committed to Building a Better World
Journal of Marketing·2024· 21 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
Sustainable Service
Journal of Service Research·2023· 13 cited
Sustainability in Service Research
Journal of Service Management Research·2023· 6 cited
Understanding Segment-specific Key Drivers to Guide Strategy: The Impact of Value on Key Drivers of Relative Satisfaction
Journal of Creating Value·2022· 5 cited
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation
Journal of service management·2022· 49 citedOpen Access
Global trends in hospitality
Journal of Business Research·2022· 30 citedOpen Access
Marketing’s role in multi-stakeholder engagement
International Journal of Research in Marketing·2021· 46 cited
What Drives Share of Streaming Video? The Launch of HBO Max
WORLD SCIENTIFIC (US) eBooks·2021· 1 cited
The Unintended Consequences of Attitudinal Word-of-Mouth Drivers
2021· 3 cited
The practitioners’ path to customer loyalty: Memorable experiences or frictionless experiences?
Journal of Retailing and Consumer Services·2020· 45 cited
Service Safety in the Pandemic Age
Journal of Service Research·2020· 103 citedOpen Access
Enterprise feedback management (EFM): what lies beyond the hype?
Journal of service management·2020· 1 cited
Parents' burdens of service for children with ASD – implications for service providers
Journal of service management·2020· 15 citedOpen Access
Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship
Journal of Marketing·2020· 107 cited
Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature
Journal of Service Research·2020· 387 citedOpen Access
More than a feeling? Toward a theory of customer delight
Journal of service management·2020· 75 citedOpen Access
When Cancer Centers Mislead Prospective Patients
JCO Oncology Practice·2020· 6 cited
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Frequent Co-authors

Lerzan Aksoy(34), Bruce Cooil(13), Tor W. Andreassen(9), Alexander Buoye(9), Bart Larivière(7), Roland T. Rust(6), Luke Williams(5), Anthony J. Zahorik(4), Forrest V. Morgeson(4), Tiffany Perkins‐Munn(3), Sunil Mithas(3), Edward C. Malthouse(3), Michael Hsu(2), Arne De Keyser(2), Katherine N. Lemon(2), Philipp Klaus(2), Helen Bruce(2), Joan Ball(2), Sabine Benoit(2), Mohamed Zaki(2)