A Study on the Relationship between Customer Satisfaction and Shareholder Value Based on Panel Data

摘要：

More and more companies design customer satisfaction projects to improve their performance with the higher intensity of competing. If they cant measure the effect of these projects accurately, they would not distribute the marketing resource efficiently. In this article, we develop a theoretical framework that specifies how customer satisfaction influences their financial performance. Empirically, we find the positive association between the two variables. We also find the significant variation in the association across different industries.

关键词： customer satisfaction financial performance panel data

作者: Yi WANG Ping ZHAO

作者单位: Business School,Central University of Finance and Economics,Beijing 100081,China School of Economics and Management,Tsinghua University,Beijing 100084,China

会议类型: 国际会议

会议名称: 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)

会议地点: 厦门

会议语种:英文

页码: 392-397

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）