Книга: Paul van Wingerden «Impact of Customer Satisfaction»
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Производитель: "LAP Lambert Academic Publishing" The notion that intangible assets significantly adds firm value has reached both researchers and managers over the last decade. Nakamura(1999), estimates the capitalized value of them to be in excess of $6 trillion. Intangible assets are suggested to positively influence shareholder value by increasing cash flows and lowering the volatility of a firm``s cash flows (Srivastava, Shervani&Fahey, 1998). Proponents of the use of such intangible assets suggest they are critical to firm value (Aaker&Jacobson 2001; Srivastava, Shervani&Fahey 1998). The measurement of intangible assets is however challenging and often subject to discussion. One of these intangible assets that has attracted the attention of researchers is customer satisfaction. However there seems to be mixed evidence of customer satisfaction leading to enhanced financial performance. This study examines the effect of customer satisfaction on a firm``s cost of equity capital. More precisely... ISBN:9783844312270 Издательство: "LAP Lambert Academic Publishing" (2011)
ISBN: 9783844312270 |
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См. также в других словарях:
Customer satisfaction — Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number of customers, or percentage of total… … Wikipedia
American Customer Satisfaction Index — The American Customer Satisfaction Index (ACSI) is an economic indicator that measures the satisfaction of consumers across the U.S. economy. It is produced by the National Quality Research Center (NQRC) at the University of Michigan in Ann Arbor … Wikipedia
Customer retention — is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organisation has with a customer and continues throughout the entire lifetime of a… … Wikipedia
Customer feedback management services — Customer feedback management (CFM) online services are web applications that allow businesses to manage user suggestions and complaints in a structured fashion. Methodology There are different approaches, or methodologies to feedback management… … Wikipedia
Customer lifetime value — Contents 1 Definition of Customer Lifetime Value 2 Calculation in customer retention cases 3 Uses and Advantages of CLV 4 References … Wikipedia
Customer relationship management — (CRM) is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes principally sales activities, but… … Wikipedia
