Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible:

Volume: 80, Issue: 5, Pages: 92 - 107
Published: Sep 1, 2016
Abstract
A debate about whether firms with superior customer satisfaction earn superior stock returns has been persistent in the literature. Using 15 years of audited returns, the authors find convincing empirical evidence that stock returns on customer satisfaction do beat the market. The recorded cumulative returns were 518% over the years studied (2000–2014), compared with a 31% increase for the S&P 500. Similar results using back-tested instead of...
Paper Details
Title
Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible:
Published Date
Sep 1, 2016
Volume
80
Issue
5
Pages
92 - 107
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