Does Customer Satisfaction lead to an increased firm value?
References
- American Customer Satisfaction Index: http://www.theacsi.org
- Fornell, Claes, Sunil Mithas, Forest V. Morgenson III, and M.S. Krishan (2006), “Customer Satisfaction and Stock Prices: High Returns, Low Risk”, Journal of Marketing, 70 (January), pp. 1 - 14.
- Gruca, Thomas S. and Lopo L. Rego (2005), “Customer Satisfaction, Cash Flow, and Shareholder Value”, Journal of Marketing, 69 (July), pp. 115 - 30.
- Anderson, Eugene W., Claes Fornell, and Sanal K. Mazvancheryl (2004), “Customer Satisfaction and Shareholder Value”, Journal of Marketing, 68 (October), pp. 172 - 85.
DOI: https://doi.org/10.2478/gfkmir-2014-0073 | Journal eISSN: 2628-166X (formerly 1865-5866)
Language: English
Page range: 8 - 15
Published on: Jul 19, 2014
Published by: Nuremberg Institute for Market Decisions
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year
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© 2014 Aksoy Lerzan, Bruce Cooil, Christopher Groening, Timothy L. Keiningham, Atakan Yalcin, published by Nuremberg Institute for Market Decisions
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.