TY - JOUR
T1 - Customer satisfaction and shareholder value
AU - Anderson, Eugene W.
AU - Fornell, Claes
AU - Mazvancheryl, Sanal K.
PY - 2004/10/1
Y1 - 2004/10/1
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=8644224809&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=8644224809&partnerID=8YFLogxK
U2 - 10.1509/jmkg.68.4.172.42723
DO - 10.1509/jmkg.68.4.172.42723
M3 - Article
AN - SCOPUS:8644224809
VL - 68
SP - 172
EP - 185
JO - Journal of Marketing
JF - Journal of Marketing
SN - 0022-2429
IS - 4
ER -