Is Customer satisfaction leading financial performance: An empirical evidence from Chinese SOE
A growing number of accounting theoreticians believed that non-financial measures can provide incremental information, and multiple performance measures should be applied to Chinese enterprises. However, little empirical evidence is available on the behavior of non-financial measures. Using 2 year data from 78 state owned enterprises, this study provides evidence on the relationship between non-financial measures and financial performance. The results indicate that non-financial measure, customer satisfaction, is significantly associated with contemporary and future financial performance. Furthermore, high level customer satisfaction enterprises get higher profitability by increasing unit profit other than enlarging sales.
Non-financial measures Customer satisfaction Multiple performance measures Performance measurement.
Chuan Zhang Fei Pan
Shanghai Maritime University and Xiamen University Shanghai university of Finance & Economics
国际会议
2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)
厦门
英文
618-623
2009-06-08（万方平台首次上网日期，不代表论文的发表时间）