Understanding the link between customer feedback metrics and firm performance

被引：30
作者：
Agag, Gomaa [1 ,2 ]
Durrani, Baseer Ali [1 ]
Shehawy, Yasser Moustafa [3 ,4 ]
Alharthi, Majed [5 ]
Alamoudi, Hawazen [6 ]
El-Halaby, Sherif [7 ]
Hassanein, Ahmed [8 ,9 ]
Abdelmoety, Ziad H. [10 ,11 ]
机构：
[1] Nottingham Trent Univ, Nottingham Business Sch, Dept Mkt, Nottingham, England
[2] Univ Sadat City, Dept Mkt, Sadat City, Menofia, Egypt
[3] Jazan Univ, Coll Business Adm, Jazan, Saudi Arabia
[4] Univ Sadat City, Fac Tourism & Hotels, Menoufia, Egypt
[5] King Abdulaziz Univ, Coll Business, Finance Dept, Rabigh, Saudi Arabia
[6] King Abdulaziz Univ, Coll Business, Dept Mkt, Rabigh, Saudi Arabia
[7] MSA Univ, 6th Of October City, Egypt
[8] Gulf Univ Sci & Technol, Mubarak Al Abdullah, Kuwait
[9] Mansoura Univ, Fac commerce, Mansoura, Egypt
[10] Univ Dundee, Sch Business, 1-3 Perth Rd, Dundee DD1 4JW, Scotland
[11] Assiut Univ, Dept Fac Commerce, Business Adm, Giza, Egypt
来源：
JOURNAL OF RETAILING AND CONSUMER SERVICES | 2023年 / 73卷
关键词：
Consumer feedback metrics; Net promoter scores; Consumer satisfaction; Customer effort score; Marketing efforts; Financial performance; WORD-OF-MOUTH; NET PROMOTER; FINANCIAL PERFORMANCE; STOCK RETURNS; SATISFACTION; LOYALTY; ANTECEDENTS; MANAGEMENT; CONSUMER; INTENTIONS;
D O I：
10.1016/j.jretconser.2023.103301
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Practitioners utilise customer feedback metrics (CFM's) to monitor business performance. However, the influence of CFM's on firm performance has been ignored. Thus, this paper aims to examine the effects of CFM's on firm performance. Our study collected data about CFM's, marketing efforts, and financial performance over the period 2005-2020 from American Customer Satisfaction Index. The present study used a multiple regression panel analysis to investigate the influence of different CFMs (i.e., SAT, Top-2-Box, NPS proportion, NPS value, and CES) on firm performance (i.e., gross margin, sales growth, and Tobin's Q), moderating by operating environment factors (i.e., munificence, power, and dynamism). Our results revealed that Top-2-box is the best predictor CFM's to compare firms in online booking, hotels, and online shopping industries, while consumer satisfaction is the best predictor for electronic and fixed telecom industries. CES is the best CFM's to compare companies in res-taurants industries. Moreover, NPS is the best metric to compare different companies in holiday parks industries. The results provide considerable managerial implications for effective use of resources regarding investing in most suitable CFM's to enhance firm performance.
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页数：16
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