Customer satisfaction and shareholder value

Eugene W. Anderson, Claes Fornell, Sanal K. Mazvancheryl

Research output: Contribution to journalArticle

579 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

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

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing

Cite this

Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction and shareholder value. Journal of Marketing, 68(4), 172-185. https://doi.org/10.1509/jmkg.68.4.172.42723

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

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

Research output: Contribution to journalArticle

Anderson, EW, Fornell, C & Mazvancheryl, SK 2004, 'Customer satisfaction and shareholder value', Journal of Marketing, vol. 68, no. 4, pp. 172-185. https://doi.org/10.1509/jmkg.68.4.172.42723
Anderson, Eugene W. ; 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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