Customer satisfaction and shareholder value

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

doi:10.1509/jmkg.68.4.172.42723

Customer satisfaction and shareholder value

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

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603 Scopus citations

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	https://doi.org/10.1509/jmkg.68.4.172.42723
State	Published - Oct 1 2004

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ASJC Scopus subject areas

Business and International Management
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

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Access to Document

10.1509/jmkg.68.4.172.42723