The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.
Customer Satisfaction and Shareholder Value
Abstract
In this article, the authors develop a theoretical framework that specifies how customer satisfaction affects future customer behavior and, in turn, the level, timing, and risk of future cash flows. Empirically, they find a positive association between customer satisfaction and shareholder value. They also find significant variation in the association across industries and firms.
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Citations
Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Efficient capital markets: A review of theory and empirical work
Fama, E. F. (1970) · The Journal of Finance · doi:10.2307/2325486 · Cited by 13,635
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Self-citationThe antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Self-citationA Simple Approximation of Tobin's q
Chung, K. H., & Pruitt, S. W. (1994) · Financial Management · doi:10.2307/3665623 · Cited by 2,460
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Bolton, R. N. (1998) · Marketing Science · doi:10.1287/mksc.17.1.45 · Cited by 1,948
Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value
Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281009 · Cited by 1,157
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
Mithas, S., Krishnan, M. S., & Fornell, C. (2005) · Journal of Marketing · doi:10.1509/jmkg.2005.69.4.201 · Cited by 776
Self-citation
Cited by
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Customer engagement behavior: Theoretical foundations and research directions
van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010) · Journal of Service Research · doi:10.1177/1094670510375599 · Cited by 3,536
Corporate Social Responsibility, Customer Satisfaction, and Market Value
Luo, X., & Bhattacharya, C. B. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.4.001 · Cited by 3,439
An empirical comparison of the efficacy of covariance-based and variance-based SEM
Reinartz, W., Haenlein, M., & Henseler, J. (2009) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2009.08.001 · Cited by 2,906
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Thiele, K. O. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0517-x · Cited by 2,712
Metadata
- Authors
- Anderson, E. W., Fornell, C., & Mazvancheryl, S. K.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2004-10
- Volume
- 68
- Issue
- 4
- Pages
- 172-185
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2154597923
- Cited by
- 1,328
- References
- 10
- FWCI
- 77.47
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Customer Satisfaction and Shareholder Value. https://app.cochat.ai/papers/10.1509/jmkg.68.4.172.42723
- The paper
- Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing. https://doi.org/10.1509/jmkg.68.4.172.42723
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
