Customer satisfaction and shareholder value

Eugene W. Anderson; Claes Fornell; Sanal K. Mazvancheryl

doi:10.1509/jmkg.68.4.172.42723

Customer satisfaction and shareholder value

Eugene W. Anderson, Claes Fornell, Sanal K. Mazvancheryl

Research output: Contribution to journal › Article › peer-review

813 Scopus citations

Abstract

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.

Original language	English (US)
Pages (from-to)	172-185
Number of pages	14
Journal	Journal of Marketing
Volume	68
Issue number	4
DOIs	https://doi.org/10.1509/jmkg.68.4.172.42723
State	Published - Oct 2004
Externally published	Yes

ASJC Scopus subject areas

Business and International Management
Marketing

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10.1509/jmkg.68.4.172.42723

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title = "Customer satisfaction and shareholder value",

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year = "2004",

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AB - 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.

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JO - Journal of Marketing

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Customer satisfaction and shareholder value

Abstract

ASJC Scopus subject areas

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