Customer satisfaction and shareholder value

被引：687
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
收藏
页码：172 / 185
页数：14
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