Customer satisfaction and shareholder value

被引：680

作者：

Anderson, EW ^{[1
]}

Fornell, C ^{[1
]}

Mazvancheryl, SK ^{[1
]}

机构：

[1] Univ Michigan, Sch Business, Ann Arbor, MI 48109 USA

来源：

JOURNAL OF MARKETING | 2004年 / 68卷 / 04期

关键词：

D O I：

10.1509/jmkg.68.4.172.42723

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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.

引用

页码：172 / 185

页数：14

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