Customer Satisfaction and Stock Prices: High Returns, Low Risk:

By Claes Fornell, Sunil Mithas, Forrest V. Morgeson, Mayuram S. Krishnan. 2006

862 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/a6cf6fe55d0f2cb41fee3f99323f0683f90b89c6

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Citations in the corpus

Consumer Negative Voice and Firm-Idiosyncratic Stock Returns (2007, neutral): “…factors (e.g., industry turbulence, uncertainty, competition) may influence firm stock returns (e.g., Chan, Lakonishok, and Sougiannis 2001; Fornell et al. 2006), these variables do not need to be controlled for here, because all firms sampled are from a single industry (airlines) in this…”
Information Technology and Firm Profitability: Mechanisms and Empirical Evidence (2012, background): “…customer satisfaction, at the same time boosting profitability through the positive effects of customer loyalty, cross-selling, and reduced marketing and selling costs (Fornell, Mithas and Morgeson 2009; Fornell et al. 2006; Grover and Ramanlal 1999; Mithas and Jones 2007; Mithas et al. 2005).”
Do CRM Systems Cause One-to-One Marketing Effectiveness? (2006, background): “tervention, such as a customer relationship management (CRM) system, improve firm performance (Brynjolfsson and Hitt, 1998; Mithas, Krishnan and Fornell, 2005; Srinivasan and Moorman, 2005)? Do managerial interventions, such as customer satisfaction improvement programs, add to shareholder wealth ( ”
Optimizing Service Productivity (2012, background): “…better customer retention, and stronger market performance (e.g., Anderson, Fornell, and Lehmann 1994; Anderson, Fornell, and Mazvancheryl 2004; Fornell et al. 2006; Fornell, Rust, and Dekimpe 2010; Gruca and Rego 2005; Homburg, Koschate, and Hoyer 2005; Keiningham, Perkins-Munn, and Evans…”
Modeling Customer Lifetime Value (2006, methodology): “We also omit studies that use attitudinal measures (e.g., customer satisfaction) and attempt to find their impact on stock price (e.g., Fornell et al. 2006).”
Expanding the Role of Marketing: From Customer Equity to Market Capitalization (2009, background): “For example, researchers have shown relationships between satisfaction and firm value (e.g., Anderson, Fornell, and Mazvancheryl 2004; Fornell et al. 2006), brand and firm value (e.”
Do customer satisfaction and reputation mediate the CSR–FP link? Evidence from Australia (2012, background): “In other research, scholars find a positive link between customer satisfaction and market value (Fornell et al., 2006).”
Marketing and Firm Value: Metrics, Methods, Findings, and Future Directions (2009, neutral): “For example, Fornell et al. (2006) do not consider two of the three Fama-French factors, namely the size of the firm and the relative importance of its intangibles.”
The Role of the Sales Force in Value Creation and Appropriation: New Directions for Research (2012, background): “…to create satisfied and ultimately loyal customers is a prime objective of the market-oriented firm, and research shows that high levels of satisfaction are linked with lower costs, revenue growth, profitability, and shareholder value creation (Aksoy et al. 2008; Fornell et al. 2006).”