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 language | English (US) |
|---|---|
| Pages (from-to) | 172-185 |
| Number of pages | 14 |
| Journal | Journal of Marketing |
| Volume | 68 |
| Issue number | 4 |
| DOIs | |
| State | Published - Oct 2004 |
| Externally published | Yes |
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ASJC Scopus subject areas
- Business and International Management
- Economics and Econometrics
- Marketing
Cite this
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 journal › Article
}
TY - JOUR
T1 - Customer satisfaction and shareholder value
AU - Anderson, Eugene W.
AU - Fornell, Claes
AU - Mazvancheryl, Sanal K.
PY - 2004/10
Y1 - 2004/10
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
VL - 68
SP - 172
EP - 185
JO - Journal of Marketing
JF - Journal of Marketing
SN - 0022-2429
IS - 4
ER -