Customer Satisfaction and Shareholder Value

By E. Anderson, Claes Fornell, Sanal K. Mazvancheryl. 2004

1,396 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/89722c7e1470fde4fad5d075fe197a0b247629fe

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Citations in the corpus

Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods (2017, methodology): “…that the ACSI model (Fornell et al. 1996) or the technology acceptance model (Davis 1989) and its extensions (Venkatesh et al. 2003), which have been validated using hundreds or thousands of observations, offer valid results on both measurement and structural model levels (Anderson et al. 2004).”
Should Entrepreneurially Oriented Firms Have Narcissistic CEOs? (2016, background): “This perception might enhance the admiration of upstream and downstream partners who want to be associated with these superior characteristics and to maintain strong relationships with the firm (E. W. Anderson et al., 2004).”
Customer Satisfaction, Cash Flow, and Shareholder Value (2005, background): “The most widely cited include Tobin’s q (Anderson, Fornell, and Mazvancheryl 2004), price-to-book ratios (Erickson and Whited 2001), and economic value added (Ohlson 1995) as well as traditional financial metrics, such as return on assets (for an excellent review, see Rust, Lemon, and Zeithaml…”
Intellectual capital disclosure, cost of finance and firm value (2009, background): “From a customer perspective, Ittner and Larcker (1998) and Anderson et al. (2004) show that customer satisfaction and loyalty are useful predictors of firms’ future financial performance and, ultimately, value creation.”
Satisfaction, Complaint, and the Stock Value Gap (2008, background): “Many studies have successfully employed the ACSI data set in the marketing literature (e.g., Fornell et al. 2006; Gruca and Rego 2005; Luo and Bhattachara 2006; Mittal et al. 2005).”
AN EXAMINATION OF WHETHER AND HOW RACIAL AND GENDER BIASES INFLUENCE CUSTOMER SATISFACTION (2010, background): “, a bank, school, country club, or law firm (Anderson et al., 2004; Ittner & Larcker, 1998).”
Consumer Negative Voice and Firm-Idiosyncratic Stock Returns (2007, neutral): “…as a type of consumer reaction to service failure (Godes and Mayzlin 2004; Liu 2006; Mahajan, Muller, and Kerin 1984; Singh 1988) or observed product-related complaint actions of communicating negative experience (Anderson 1998; Richins 1983; Riley, Pearson, and Trompeter 2003; Wangenheim 2005).”
Customer Satisfaction, Analyst Stock Recommendations, and Firm Value (2010, background): “…is that (1) customer satisfaction provides information content of the prospects (i.e., growth and volatility) of firm future cash flows (Anderson, Fornell, and Mazvancheryl 2004; Gruca and Rego 2005) and (2) analysts issue stock recommendations based on prospects of firm future cash…”
The role of technology readiness in customers' perception and adoption of self‐service technologies (2006, methodology): “Customer's satisfaction with SSTs (SST-SAT) was measured with the three-item American Customer Satisfaction Index (ACSI) scale ( Anderson et al. , 2004”