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)|
|Number of pages||14|
|Journal||Journal of Marketing|
|State||Published - Oct 2004|
ASJC Scopus subject areas
- Business and International Management