Customer Satisfaction, Cash Flow, and Shareholder Value
By Thomas S. Gruca, Lopo L. Rego. 2005
780 citations recorded by the source corpus.
Subfields: Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/a92ec7fb84f1cbdc5982b2ce5944c766e7717a1e
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Marketing
- Xueming Luo
- Marko Sarstedt
- J. Wieseke
- Christian Homburg
- Manfred Schwaiger
- J. Tribó
- Anna Torres
- Sascha Raithel
In Organizational Behavior and Human Resource Management
- Xueming Luo
- J. Wieseke
- Christian Homburg
- David P. Lepak
- Bradley P. Owens
- David R. Hekman
- Marko Sarstedt
- Manfred Schwaiger
Citations in the corpus
- Do customer satisfaction and reputation mediate the CSR–FP link? Evidence from Australia (2012, background): “For example, studies find that higher customer satisfaction levels lead to higher cash-flow levels (Gruca and Rego, 2005).”
- On the value relevance of customer satisfaction. Multiple drivers and multiple markets (2012, background): “In addition, customer satisfaction reduces the risk and volatility associated with future net cash flows (Fornell et al. 2006; Gruca and Rego 2005 ) because satisfied customers are less receptive to competitor efforts.”
- A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics (2007, background): “…performance measures have found a positive relationship to customer retention (Bolton 1998), firm revenues (Bernhardt, Donthu, and Kennett 2000; Gruca and Rego 2005; Ittner and Larcker 1998), and shareholder value (Anderson, Fornell, and Mazvancheryl 2004; Fornell 2003; Fornell et al. 2006;…”
- Building innovation capability: The role of top management innovativeness and relative-exploration orientation (2017, neutral): “The firm-level control variables were firm size (e.g., Beck, Demirgüç-Kunt, & Maksimovic, 2005), financial leverage (e.g., Mishra & Modi, 2013), cash flow (e.g., Gruca & Rego, 2005), and a dummy variable where 1= service firms and 0=non-service firms.”
- Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006, methodology): “Based on multi-item, multiconstruct criteria, the ACSI is a reliable data source because it employs the same survey questionnaire, random sampling, and estimation modeling 3Rao, Agarwal, and Dahlhoff (2004, p. 130) provide a detailed function on how to derive Tobin’s q.”