Ramond, Olivier; Ngobo, Paul-Valentin; Casta, Jean-François - Université Paris-Dauphine (Paris IX) - 2009
This paper examines the usefulness of customer satisfaction to analysts when preparing their earnings forecasts. We … draw on theory in marketing to predict how customer satisfaction should be associated with earnings forecasts and forecast … errors. We assembled a dataset of companies studied in the American Customer Satisfaction Index (University of Michigan …