2026 Timothy L. Keiningham: Business and Management Researcher – H-Index, Publications & Awards

Discipline name	D-Index	World Ranking	Current World Ranking	National Ranking	Current National Ranking	Publications	Citations
Business and Management	42	1474	1376	622	567	101	11289

Overview

Timothy L. Keiningham is affiliated with St. John's University in the United States and specializes in Business, Management, and Accounting, with a focus on Marketing, Organizational Behavior and Human Resource Management, and Strategy and Management. Their research work spans multiple interdisciplinary fields and explores a variety of aspects related to customer behavior, service quality, and corporate responsibility.

The primary topics covered in Timothy L. Keiningham's research include:

Customer Service Quality and Loyalty
Consumer Retail Behavior Studies
Consumer Behavior in Brand Consumption and Identification
Environmental Sustainability in Business
Corporate Social Responsibility Reporting
Service and Product Innovation
Digital Marketing and Social Media

Recent publications by Timothy L. Keiningham demonstrate contributions to prominent journals in the field:

Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature, 2020, Journal of Service Research
Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling-Customer Loyalty Relationship, 2020, Journal of Marketing
Service Safety in the Pandemic Age, 2020, Journal of Service Research
More than a feeling? Toward a theory of customer delight, 2020, Journal of Service Management
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation, 2022, Journal of Service Management

Timothy L. Keiningham collaborates frequently with other scholars, including Lerzan Aksoy, Alexander Buoye, Leonard L. Berry, Luke Williams, and Forrest V. Morgeson. These collaborations reflect a diverse set of perspectives and expertise within the domain of service management and marketing.

Their work has been published primarily in:

Journal of Service Management
Journal of Service Research
Journal of Marketing
International Journal of Research in Marketing
Journal of Retailing and Consumer Services

Best Publications

Return on quality (ROQ): Making service quality financially accountable

Roland T. Rust;Anthony J. Zahorik;Timothy L. Keiningham

2775
Citations
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics

Bruce Cooil;Timothy L. Keiningham;Lerzan Aksoy;Michael Hsu

1035
Citations
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet

Timothy L. Keiningham;Bruce Cooil;Lerzan Aksoy;Tor W. Andreassen

682
Citations
A Longitudinal Examination of Net Promoter and Firm Revenue Growth

Timothy L. Keiningham;Bruce Cooil;Tor Wallin Andreassen;Lerzan Aksoy

535
Citations
Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality

Roland T. Rust;Anthony J. Zahorik;Timothy L. Keiningham

503
Citations
The Long-Term Stock Market Valuation of Customer Satisfaction

Lerzan Aksoy;Bruce Cooil;Christopher Groening;Timothy L . Keiningham

393
Citations
Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature

Arne De Keyser;Katrien Verleye;Katherine N. Lemon;Timothy L. Keiningham

389
Citations
The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment

Timothy L. Keiningham;Tiffany Perkins-Munn;Heather Evans

366
Citations
Customer experience driven business model innovation

Timothy Keiningham;Lerzan Aksoy;Helen L. Bruce;Fabienne Cadet

305
Citations
Beyond traditional word‐of‐mouth: An expanded model of customer‐driven influence

Vera Blazevic;Wafa Hammedi;Ina Garnefeld;Roland T. Rust

285
Citations
The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success

Timothy L. Keiningham;Terry G. Vavra

282
Citations
Forward-Looking Focus: Can Firms Have Adaptive Foresight?

Valarie A. Zeithaml;Ruth N. Bolton;John Deighton;Timothy L. Keiningham

239
Citations
Linking Customer Loyalty to Growth

Timothy L. Keiningham;Lerzan Aksoy;Bruce Cooil;Tor Wallin Andreassen

170
Citations
The interplay of customer experience and commitment

Timothy L. Keiningham;Joan Ball;Sabine Benoit;Helen Bruce

153
Citations
A Five-Component Customer Commitment Model Implications for Repurchase Intentions in Goods and Services Industries

Timothy L. Keiningham;Carly M. Frennea;Lerzan Aksoy;Alexander Buoye

150
Citations
A holistic examination of Net Promoter

Timothy L Keiningham;Lerzan Aksoy;Bruce Cooil;Tor Wallin Andreassen

142
Citations
An investigation of the cross-national determinants of customer satisfaction

Forrest V. Morgeson;Sunil Mithas;Timothy L. Keiningham;Lerzan Aksoy

138
Citations
A Cross-national Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries

Lerzan Aksoy;Alexander Buoye;Pelin Aksoy;Bart Larivière;Bart Larivière

136
Citations
Does customer satisfaction lead to profitability

Timothy L. Keiningham;Tiffany Perkins‐Munn;Lerzan Aksoy;Demitry Estrin

136
Citations
Service Failure Severity, Customer Satisfaction, and Market Share: An Examination of the Airline Industry

Timothy L. Keiningham;Forrest V. Morgeson;Lerzan Aksoy;Luke Williams

135
Citations
Return on quality (ROQ) : making service quality financially accountable : technical wooking paper

Roland T. Rust;Anthony J. Zahorik;Timothy L. Keiningham

7
Citations

Frequent Co-Authors

Lerzan Aksoy Fordham University

Roland T. Rust University of Maryland, College Park

Edward C. Malthouse Northwestern University

Sunil Mithas University of South Florida

Katherine N. Lemon Boston College

Valarie A. Zeithaml University of North Carolina at Chapel Hill

Vikas Mittal Rice University

Ruth N. Bolton Arizona State University

Leonard L. Berry Texas A&M University

Bo Edvardsson Karlstad University

External Links

Personal website of Timothy L. Keiningham Google Scholar page

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