The Long-Term Stock Market Valuation of Customer Satisfaction

By Lerzan Aksoy, Bruce Cooil, Christopher Groening, Timothy L. Keiningham, A. Yalçın. 2008

272 citations recorded by the source corpus.

Subfields: Finance, Marketing, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/b428d8af03983f2106c62de723c8b8f3b94823eb

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Citations in the corpus

Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible (2016, background): “Satisfied customers are therefore important for earnings, return on investments, return on assets, and cash flows (Aksoy et al. 2008; Anderson, Fornell, andMazvancheryl 2004; Fornell et al. 2006; Gruca and Rego 2005; Tuli and Bharadwaj 2009).”
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).”
From Finance to Marketing: The Impact of Financial Leverage on Customer Satisfaction (2015, background): “Satisfaction–Firm Value Link A large body of research in marketing has demonstrated that customer satisfaction leads to higher firm value (Aksoy et al. 2008; Anderson, Fornell, and Mazvancheryl 2004; Fornell et al. 2006; Gruca and Rego 2005).”
Customer Satisfaction and Stock Returns Risk (2009, unknown): “First, this study contributes to the limited literature on the impact of customer satisfaction on stock returns risk (e.g., Aksoy et al. 2008; Fornell et al. 2006; Gruca and Rego 2005) by exploring both dimensions of stock returns risk: systematic risk, or the degree to which a firm’s stock returns…”
On the value relevance of customer satisfaction. Multiple drivers and multiple markets (2012, methodology): “market sufficiently represents the global market for the selected industry, which guided previous studies examining announcement effects (e.g., Fornell et al. 2006; Ittner and Larcker 1998; Ittner et al. 2009), occurrence effects (e.g., Aaker and Jacobson 1994; Srinivasan et al. 2009), and mispricin”
An investigation of the cross-national determinants of customer satisfaction (2011, background): “Economic freedom”
Optimizing Service Productivity (2012, unknown): “…operationalize profit as ROA, one of the most frequently used indicators for assessing firm financial performance in the marketing literature (e.g., Aksoy et al. 2008; Anderson, Fornell, and Mazvancheryl 2004; Fornell et al. 2006; Narver and Slater 1990; Noble, Sinha, and Kumar 2002) and an…”
Should Firms Spend More on Research and Development and Advertising during Recessions? (2011, background): “(Note that the stock market’s valuation of a firm’s actions is complex, and there is some evidence of mispricing [see Aksoy et al. 2008] a topic that is beyond the scope of this study.)”
Customer Satisfaction, Analyst Stock Recommendations, and Firm Value (2010, background): “More specifically, when financial markets are clouded with turbulence and volatility, stock analysts should attend to the nonfinancial metric of customer satisfaction because doing so can help them more accurately gauge firm future cash flows and the long-term investment value of firm stocks with re”