Customer satisfaction underappreciation: The relation of customer satisfaction to CEO compensation

Volume: 37, Issue: 1, Pages: 129 - 150
Published: Mar 1, 2020
Abstract
Customer satisfaction contributes to firm financial performance, but does it contribute to top executives' pay? Our empirical evidence shows that it may not. Customer-satisfying executives tend to have lower pay than their productive peers, even if both satisfaction and productivity contribute to firm financial performance. Thus, customer satisfaction is underappreciated, which may result in both less societal welfare and worse company...
Paper Details
Title
Customer satisfaction underappreciation: The relation of customer satisfaction to CEO compensation
Published Date
Mar 1, 2020
Volume
37
Issue
1
Pages
129 - 150
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