Customer satisfaction and shareholder value

Gene Anderson, Claes Fornell, Sanal K. Mazvancheryl

Research output: Contribution to journalArticle

576 Citations (Scopus)

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 languageEnglish (US)
Pages (from-to)172-185
Number of pages14
JournalJournal of Marketing
Volume68
Issue number4
DOIs
StatePublished - Oct 2004
Externally publishedYes

Fingerprint

Shareholder value
Customer satisfaction
Theoretical framework
Cash flow
Industry association
Customer behavior

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing

Cite this

Customer satisfaction and shareholder value. / Anderson, Gene; Fornell, Claes; Mazvancheryl, Sanal K.

In: Journal of Marketing, Vol. 68, No. 4, 10.2004, p. 172-185.

Research output: Contribution to journalArticle

Anderson, Gene ; Fornell, Claes ; Mazvancheryl, Sanal K. / Customer satisfaction and shareholder value. In: Journal of Marketing. 2004 ; Vol. 68, No. 4. pp. 172-185.
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