Abstract:

This paper investigates the dynamic relationship between the customer satisfaction and shareholder value. The authors applied the Bayesian heterogeneous model to obtain individual firm level, time varying estimates of the association. Their findings suggest that individual firm level associations change over time and customer satisfaction tends to create shareholder value in the long run but not necessarily in the short term. The results also indicate that industry and firm characteristics can affect the associations and the impacts vary over time.

Key words: customer satisfaction, shareholder value, contingency theory, hierarchical Bayesian dynamic analysis