Customer Satisfaction and Shareholder Value

Anderson, Eugene W.; Fornell, Claes; Mazvancheryl, Sanal K.

doi:10.1509/jmkg.68.4.172.42723

Cited by 1,020 publications

(806 citation statements)

References 67 publications

Supporting

Mentioning

763

Contrasting

Unclassified

Order By: Relevance

“…First, satisfied customers are more loyal, less sensitive to price movements, and more likely to engage in positive word-of mouth behaviors (Anderson et al, 2004;Brady and Robertson, 2001;Matzler et al, 2008). Thus, the firm experiences less volatility and risk associated with present and anticipated cash flows (Anderson and Sullivan, 1993;Berger et al, 2006;Gruca and Rego, 2005;Hogan et al, 2002;Luo and Bhattacharya, 2006;Mittal et al, 2005).…”

Section: Impact Of Customer Satisfaction On Shareholder Valuementioning

confidence: 99%

“…This approach contrasts with the traditional literature that suggests an unambiguous positive effect of CS on value generation. Anderson et al (2004) show that satisfied customers are more loyal, which decreases a firm's risk by reducing the volatility of demand. In less uncertain conditions, firms can better generate value, as captured by Tobin's qthe ratio of a firm's market value to the current replacement cost of its assets.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Customer satisfaction and brand equity

Torres

Tribó

2011

Journal of Business Research

View full text Add to dashboard Cite

a b s t r a c t Keywords:Corporate social responsibility Brand equity Shareholders' commitment Customer loyaltyThe study here examines the interaction between shareholder value and customer satisfaction, as well as the impact on a firm's brand equity. Customer satisfaction may have a positive effect on brand equity, except when managers show excessive customer orientation, in which case the effect is negative because of reductions in shareholder value. The empirical analysis uses incomplete panel data pertaining to 69 firms from 11 nations during the period 2002-2005 and supports the theoretical contentions. This result warns of the perverse effect on brand equity of implementing policies focused exclusively on satisfying customers at the expense of shareholders' interests.

show abstract

Section: Impact Of Customer Satisfaction On Shareholder Valuementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Customer satisfaction and brand equity

Torres

Tribó

2011

Journal of Business Research

View full text Add to dashboard Cite

show abstract

“…Increasingly, long-term, sustainable competitive advantages depend on the rm's ability to retain, sustain, and nurture its customer base (Anderson, Fornell, & Mazvancheryl, 2004;Gruca & Rego, 2005;Rego et al, 2009;Van Doorn et al, 2010). Customer relationships became one of the main issues in marketing, with several authors emphasizing its importance in business.…”

Section: Introductionmentioning

confidence: 99%

Customer Engagement and Loyalty: A Comparative Study Between Service Contexts

Fernandes

Esteves

2016

Services Marketing Quarterly

View full text Add to dashboard Cite

The article discusses the e ect of context on customer engagement and presents propensity to engage as an attitudinal antecedent of loyalty behaviors. We argue that customers may hold di erent propensity to engage depending on the speci c service context, which in turn will in uence more or less favorable behaviors. Data were collected through a convenience sample of consumers in two settings, high and low contact services. Results revealed that propensity to engage and loyalty behaviors vary signi cantly between the contexts studied. We also conclude that the majority of loyalty behaviors are correlated, in both contexts, with customers' propensity to engage.

show abstract

“…The behaviour intention construct is measured by five questions derived from the related studies [22,33]. The satisfaction construct is measured by four questions derived from Zeithaml and Bitner [35] and Anderson et al [36]. Eventually, the trust construct is measured by six questions derived from McKnight et al [37].…”

Section: Research Design 31 Questionnaire Surveymentioning

confidence: 99%