Return on Satisfaction: Is Customer Satisfaction Really Profitable？

摘要：

The relationship between customer satisfaction and corporation performance is one of the most important research focuses of management scholars. Many researches have explored their positive correlation, but there is no research on the internal mechanism of this influence process yet. In this article, we develop a theoretical framework that specifies how customer satisfaction affects corporation performance and then estimate the model by GMM method. Empirically, we find a positive association between the two variables and we also explain this association by profitable ability and operational ability.

关键词： corporation performance customer satisfaction 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: 387-391

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）