Purpose – The aim of this study is to examine the relationship between customer satisfaction, earnings and firm value. Design/methodology/approach – A model borrowed from the accounting literature – the Ohlson model – is used to consider the impact of customer satisfaction on Tobin's q...

Purpose – While service quality, trust and commitment are frequently cited as critical to achieving important firm outcomes, the role of service differentiation in this framework is largely unknown. Yet, differentiation is important because a firm's distinctiveness is linked to...

The aim of this study is to examine the influence of customer satisfaction on the stock market's response to current earnings. The study extends prior research on the value relevance of customer satisfaction to include the direct and indirect effect of customer satisfaction on firm value....

Recent portfolio studies provide conflicting evidence on whether the stock market (mis)prices the value of customer satisfaction, as measured by the American Customer Satisfaction Index (ACSI), and whether ACSI-based trading strategies provide market-beating returns. The current research aims to...