Emphasizing customer satisfaction as a strategic lever for enhancing business performance is a widespread business practice. However, just over 25 years of empirical studies by academic researchers has produced evidence that is sometimes contradictory. Hence, greater academic clarity and improved managerial understanding could result from a meta-analysis of the customer satisfaction-business performance relationship. To that end, the authors analyzed 251 correlations from 96 studies published between 1991 and 2017. While the satisfaction-performance relationship is positive and statistically significant on average ( r = .101), more meaningful insights emerge from the explication of moderating and mediating relationships. Illustrative of these insights is the finding that satisfaction is more appropriately depicted as mediating the effects of selected marketing strategy variables on firm performance outcomes. Moreover, when satisfaction is viewed in the right setting using the right satisfaction and performance measures, a most favorable contingencies (MFC) perspective, the estimated correlation is reasonably strong ( r = .349).

中文翻译：

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客户满意度和公司绩效：来自超过四分之一世纪的实证研究的见解

强调客户满意度作为提高业务绩效的战略杠杆是一种广泛的业务实践。然而，学术研究人员刚刚超过 25 年的实证研究产生了有时相互矛盾的证据。因此，对客户满意度-业务绩效关系的元分析可能会带来更大的学术清晰度和更好的管理理解。为此，作者分析了 1991 年至 2017 年间发表的 96 项研究中的 251 项相关性。虽然满意度-绩效关系是积极的，并且平均而言具有统计显着性 (r = .101)，但对调节和中介关系的解释会产生更有意义的见解. 这些见解的例证是发现满意度被更恰当地描述为调节所选营销策略变量对公司绩效结果的影响。此外，当使用正确的满意度和绩效指标在正确的环境中查看满意度时，从最有利的意外事件 (MFC) 的角度来看，估计的相关性相当强 (r = .349)。