Customer Satisfaction and Shareholder Value
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...
Paper Details
Title
Customer Satisfaction and Shareholder Value
Published Date
Oct 1, 2004
Journal
Volume
68
Issue
4
Pages
172 - 185
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Notes
History