Satisfaction (Mis)Pricing Revisited: Real? Really Big?

Bharadwaj, S G and Mitra, D (2016) Satisfaction (Mis)Pricing Revisited: Real? Really Big? Journal of Marketing.

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Abstract

The question whether customer satisfaction is mispriced by the stock market has been debated over the past decade. Yet, it remains unintegrated with the broader asset pricing literature. We critique Fornell, Morgeson, and Hult (2016) focusing on their missed opportunities in addressing theoretical lacuna and empirical challenges, which can establish the satisfaction mispricing anomaly. In doing so, we distinguish mispricing from value relevance, classify two broad avenues for satisfaction mispricing research, and detail the scope of future research under each. We conclude by summarizing specific research opportunities and presenting implications for managers, investors, and educators that could lead marketing to become a net contributor to the marketing-finance dialog.

Affiliation: Indian School of Business
ISB Creators:
ISB CreatorsORCiD
Bharadwaj, S GUNSPECIFIED
Item Type: Article
Uncontrolled Keywords: customer satisfaction, mispricing anomaly, marketing-finance, intangibles, stock price, asset pricing, valuation, systematic risk
Subjects: Business and Management
Marketing
Depositing User: Veeramani R
Date Deposited: 17 Jul 2016 12:22
Last Modified: 17 Jul 2016 12:22
URI: http://eprints.exchange.isb.edu/id/eprint/488
Publisher URL: http://dx.doi.org/10.1509/jm.16.0236
Publisher OA policy: http://www.sherpa.ac.uk/romeo/issn/0022-2429/
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