顾客满意对企业财务绩效的影响研究——基于中国部分上市公司的面板数据

Abstract

Abstract: The impact of customer satisfaction on corporation financial performance is one of the most important research focuses of management scholars. With the higher intensity of competing,more and more companies conduct customer satisfaction projects to improve their performance. If they can't measure the effect of these projects accurately, they could not distribute the marketing resource efficiently. Many researches have explored their positive correlation, but there is no research on the internal mechanism of this influence process yet. In this article, we develop a theoretical framework that specifies how customer satisfaction affects corporation performance and then estimate the model by GMM method. Empirically, we collectes data from the Chinese Customer Satisfaction Index (CCSI) and Chinese Public Corporations, find a positive association between the two variables and explain this association by profitable ability and operational ability.

Key words: customer satisfaction, corporation performance, panel data

CLC Number:

F713.5

WANG Yi, ZHAO Ping. The Impact of Customer Satisfaction on Corporation Financial Performance[J]. Chinese Journal of Management Science, 2012, (1): 185-192.

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The Impact of Customer Satisfaction on Corporation Financial Performance

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