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Customer satisfaction and shareholder value

delete2004-10-01
delete837
PRE
AI
E
Eugene W. Anderson
C
Claes Fornell
S
Sanal K. Mazvancheryl
DOI：10.1509/jmkg.68.4.172.42723delete
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Abstract

Abstract

En 中文
In this article, the authors develop a theoretical framework that specifies how customer satisfaction affects future customer behavior and, in turn, the level, timing, and risk of future cash flows. Empirically, they find a positive association between customer satisfaction and shareholder value. They also find significant variation in the association across industries and firms.
Keywords:
MARKET SHARE
SERVICE QUALITY
TOBIN-Q
BUSINESS PERFORMANCE
FIRM PERFORMANCE
DYNAMIC-MODEL
PROFITABILITY
RETURNS
EQUITY
DIVERSIFICATION
AI Summary

AI Summary

Key information extracted from the uploaded paper, including a brief overview, abstract, background, key highlights, visual analysis, and future outlook.

Journal

J
Journal of Marketing
IF:
10.4
Papers:
1.4K
Citations:
2.7W

Organization

No organization information available