volume 21, issue 3, P239-249 2017
DOI: 10.1108/mbe-12-2016-0059
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Jan Eklof, Katerina Hellstrom, Aleksandra Malova, Johan Parmler, Olga Podkorytova

Abstract: Purpose The purpose of this paper is to assess the usefulness and efficiency of customer-based measures such as customer satisfaction (CSI) and perceived loyalty for monitoring and enhancing the financial performance in corporations. Design/methodology/approach General financial data for the empirical modeling is compiled from national and international databases (Alla Bolag, IMF/IFS, Bloomberg, Eurostat, etc.) and company-specific data from the studied corporation. Customer perception data (like CSI and lo…

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