Eugene Anderson

Who they are

The work of Eugene Anderson reaches this site through the paper listed below.

Key papers

Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5-17. What it reports: Asks whether dissatisfied customers spread more word of mouth than satisfied ones; proposes an asymmetric U-shaped relationship; data from the United States and Sweden did not allow rejection, estimates similar across samples; dissatisfied customers talk more than satisfied ones but the difference is smaller than commonly assumed.

Key ideas

Eugene Anderson is a researcher and author of the 1998 Journal of Service Research paper on customer satisfaction and word of mouth.

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