Satisfaction, Complaint, and the Stock Value Gap  

Oleh:

Luo, Xueming ; Homburg, Christian

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Marketing (EBSCO) vol. 72 no. 4 (Jul. 2008), page 29-43.
Topik: Shareholder Value; Benchmarking; Customer Satisfaction; Customer Complaint

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ94.14 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

This article introduces the concept of a stock value gap-the shortfall of a firm's actual market value from its optimal market value, as measured by a best-performing benchmark. Using a large-scale, real-world database, the authors test the effects of both customer satisfaction and customer complaint on the stock value gap of firms. The results show that customer compalint has a stronger effect than customer satisfaction on the value gap. Furthermore, there is some support for the moderating influences of working capital and firm specilization. The results provide actionable guidelines to build a more complete customer equity dashboard and encourage managers to provide a supportive organizational environment to create shareholder value.

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