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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2017.1
- 수록면
- 51 - 76 (26page)
- DOI
- 10.15830/amj.2017.18.4.51
이용수
초록· 키워드
오류제보하기
Although much attention has been paid to customer satisfaction (CS) as a leading indicator of firm performance, few studies have investigated the role of CS distribution across individual customers. With 10 years of National Customer Satisfaction Index (NCSI) data in Korea, we examine the relationship between the variance of CS and key corporate performance measures such as revenue, profit, Tobin’s q, and stock return.
There are three main findings. First, we confirm the findings of previous studies that the average CS for a firm is related to the firm’s economic performance. Second, we find a moderating effect of CS variance such that the relationship between the level of CS and firm performance is attenuated by the variance of CS. Finally, the variance of CS is found to directly affect firm performance over and above the CS level effect. More specifically, the variance decreases sales and stock return.
There are three main findings. First, we confirm the findings of previous studies that the average CS for a firm is related to the firm’s economic performance. Second, we find a moderating effect of CS variance such that the relationship between the level of CS and firm performance is attenuated by the variance of CS. Finally, the variance of CS is found to directly affect firm performance over and above the CS level effect. More specifically, the variance decreases sales and stock return.
목차
Ⅰ. Introduction
Ⅱ. Literature: Customer Satisfaction and Firm Performance
Ⅲ. Hypotheses Development
Ⅳ. Methodology
Ⅴ. Conclusion
References
참고문헌 (69)
참고문헌 신청
[학술지(정기간행물)] - Aksoy, Lerzan / 2008 / The Long-Term Stock Market Valuation of Customer Satisfaction / Journal of Marketing 72 (4) : 105 ~ 122
[학술지(정기간행물)] - Anderson, Eugene W / 1998 / Customer Sati-sfaction and Word of Mouth / Journal of service research 1 (1) : 5 ~ 17
[학술지(정기간행물)] - Anderson, Eugene W / 1994 / Customer Satisfaction, Market Share, and Profitability : Findings from Sweden / Journal of Marketing 58 (3) : 53 ~ 66
[학술지(정기간행물)] - Anderson, Eugene W / 2004 / Customer Satisfaction and Share-holder Value / Journal of Marketing 68 (4) : 172 ~ 185
[학술지(정기간행물)] - Anderson, Eugene W / 1997 / Customer Satisfaction, Productivity and Profitability : Differences between Goods and Services / Marketing Science 16 (2) : 129 ~ 145
[학술지(정기간행물)] - Anderson, Eugene W / 1998 / Customer Sati-sfaction and Word of Mouth / Journal of service research 1 (1) : 5 ~ 17
[학술지(정기간행물)] - Anderson, Eugene W / 1994 / Customer Satisfaction, Market Share, and Profitability : Findings from Sweden / Journal of Marketing 58 (3) : 53 ~ 66
[학술지(정기간행물)] - Anderson, Eugene W / 2004 / Customer Satisfaction and Share-holder Value / Journal of Marketing 68 (4) : 172 ~ 185
[학술지(정기간행물)] - Anderson, Eugene W / 1997 / Customer Satisfaction, Productivity and Profitability : Differences between Goods and Services / Marketing Science 16 (2) : 129 ~ 145
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UCI(KEPA) : I410-ECN-0101-2017-324-002115864