Modeling heterogeneity in the satisfaction, loyalty intention and shareholder value linkage: a cross industry analysis at the customer and firm level

Name: Modeling heterogeneity in the satisfaction, loyalty intention and shareholder value linkage: a cross industry analysis at the customer and firm level
Author: Larivière, B., Keiningham, T. L., Aksoy, L., Yalçın, Atakan, Morgeson III, F. V., Mithas, S.

İsim	Modeling heterogeneity in the satisfaction, loyalty intention and shareholder value linkage: a cross industry analysis at the customer and firm level
Yazar	Larivière, B., Keiningham, T. L., Aksoy, L., Yalçın, Atakan, Morgeson III, F. V., Mithas, S.
Basım Tarihi:	2016-02
Basım Yeri	- American Marketing Association
Konu	Customer Satisfaction, Loyalty Intention, Shareholder Value, Heterogeneity, Mediation, Customer Level, Firm Level, Industry Effects
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	0022-2437
Kayıt Numarası	e9791d60-0710-4604-8f6b-a3136a29569c
Lokasyon	International Finance
Tarih	2016-02
Notlar	Due to copyright restrictions, the access to the full text of this article is only available via subscription.
Örnek Metin	This study examines the relationship between customer satisfaction, loyalty intention and shareholder value at the firm and individual customer level. The authors also explore industry differences by using a multilevel and random-effects approach in which individual customer scores are nested within firm-level data and the estimated interrelationships are treated as random coefficients that are explained by industry characteristics. They compile a unique and detailed data set, which covers 10 years of information on 137 firms, and includes a matched sample of 189,069 customers from multiple sources such as the ACSI, CRSP and COMPUSTAT, to yield three important insights. First, aggregate firm level effects may overestimate the impact that satisfaction has at the individual customer level. Second, a consideration of loyalty intention or repurchase intention as the mediator can improve our understanding of the satisfaction- shareholder value relationship, and that the relationship can vary across firms. Finally, the influence of satisfaction and loyalty intentions on shareholder value varies by industry. Implications of findings for researchers, managers and investors are discussed.
DOI	10.1509/jmr.12.0143
Cilt	53

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Modeling heterogeneity in the satisfaction, loyalty intention and shareholder value linkage: a cross industry analysis at the customer and firm level

Yazar Larivière, B., Keiningham, T. L., Aksoy, L., Yalçın, Atakan, Morgeson III, F. V., Mithas, S.

Basım Tarihi 2016-02

Basım Yeri - American Marketing Association

Konu Customer Satisfaction, Loyalty Intention, Shareholder Value, Heterogeneity, Mediation, Customer Level, Firm Level, Industry Effects

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 0022-2437

Kayıt Numarası e9791d60-0710-4604-8f6b-a3136a29569c

Lokasyon International Finance

Tarih 2016-02

Notlar Due to copyright restrictions, the access to the full text of this article is only available via subscription.

Örnek Metin This study examines the relationship between customer satisfaction, loyalty intention and shareholder value at the firm and individual customer level. The authors also explore industry differences by using a multilevel and random-effects approach in which individual customer scores are nested within firm-level data and the estimated interrelationships are treated as random coefficients that are explained by industry characteristics. They compile a unique and detailed data set, which covers 10 years of information on 137 firms, and includes a matched sample of 189,069 customers from multiple sources such as the ACSI, CRSP and COMPUSTAT, to yield three important insights. First, aggregate firm level effects may overestimate the impact that satisfaction has at the individual customer level. Second, a consideration of loyalty intention or repurchase intention as the mediator can improve our understanding of the satisfaction- shareholder value relationship, and that the relationship can vary across firms. Finally, the influence of satisfaction and loyalty intentions on shareholder value varies by industry. Implications of findings for researchers, managers and investors are discussed.

DOI 10.1509/jmr.12.0143

Cilt 53