We examine the ability of the “Net Promoter” of Morgan and Rego (2006) measure constructed using behavioral word-of-mouth (WOM) data to provide insights into the Net Promoter^© customer loyalty concept popularized by Reichheld (2003), which is indicated by a score constructed using...

Whereas a growing body of research has examined the consumer-related implications of deceptive advertising, the stock market consequences stemming from the regulatory exposure of such infractions remain largely unexplored. In a step to address this gap, the current research examines the effect...

We explore the influence of customer perceptions from the product market on firms’ return characteristics in the stock market. Using customers’ opinions on over 1200 brands, we find that stocks of companies with prestigious brands have high market-to-book ratios and large negative loadings...

This study tests marketing theory concerning market orientation in the context of the chartered surveying industry. Using data collected in a mail survey from 179 UK general practice chartered surveying firms, it is found that firms with more risk tolerant senior managers and more formalized and...

Managers commonly use customer feedback data to set goals and monitor performance on metrics such as “Top 2 Box” customer satisfaction scores and “intention-to-repurchase” loyalty scores. However, analysts have advocated a number of different customer feedback metrics including average...