Introduction: Is Customer Satisfaction (Ir)relevant as a Metric?

Kumar, V (2016) Introduction: Is Customer Satisfaction (Ir)relevant as a Metric? Journal of Marketing, 80 (05). pp. 108-109.

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Abstract

In the preceding article, Fornell, Morgeson, and Hult (2016b) find that customer satisfaction produces abnormal returns and that customer satisfaction does have a direct and tangible financial benefit for firms. Given the unconventional nature of their findings, the authors’ research will be of great interest to marketing academics. In addition, this research will be of direct relevance to marketing practitioners in demonstrating the financial impact of customer satisfaction and reemphasizing the importance of managing customers effectively.

Affiliation: Indian School of Business
ISB Creators:
ISB CreatorsORCiD
Kumar, VUNSPECIFIED
Item Type: Article
Subjects: Business and Management
Depositing User: Veeramani R
Date Deposited: 14 Sep 2016 18:25
Last Modified: 14 Sep 2016 18:25
URI: http://eprints.exchange.isb.edu/id/eprint/504
Publisher URL: http://dx.doi.org/10.1509/jm.80.5.1
Publisher OA policy: http://www.sherpa.ac.uk/romeo/issn/0022-2429/
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