Satisfaction, Complaint, and the Stock Value Gap

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The Debate over Doing Good: Corporate Social Performance, Strategic Marketing Levers, and Firm-Idiosyncratic Risk (2009, unknown): “Furthermore, broadly speaking, we advance research on the marketing–finance interface (Luo and Homburg 2008; Srivastava, Shervani, and Fahey 1998) by examining stock risk, an important metric largely ignored in existing marketing literature.”
Customer Satisfaction, Analyst Stock Recommendations, and Firm Value (2010, background): “In addition, negative customer outcomes (e.g., complaints, defection rates, negative word of mouth) and resultant negative cash flow developments are less likely to occur when high customer satisfaction exists (Luo and Homburg 2008, p. 32).”
On the value relevance of customer satisfaction. Multiple drivers and multiple markets (2012, methodology): “Similarly, negative customer outcomes (e.g., defection, negative word of mouth) and resulting negative cash flows are less likely with high levels of customer satisfaction ( Luo and Homburg 2008; Luo et al. 2010).”