000			01852naa a2200253uu 4500
001			6041713540621
003			OSt
005			20190211161036.0
008			060417s2006 xx ||||gr |0|| 0 eng d
100	1		_aMATZLER, Kurt _924643
245	1	0	_aThe relationship between customer satisfaction and shareholder value
260			_aUK : _bRoutledge, _cJuly 2005
520	3		_aThis paper studies the relationship between customer satisfaction and shareholder value. In the first section of the paper the link between the two variables is examined theoretically, it is then tested empirically. Customer satisfaction data were taken from the American Customer Satisfaction Index (ACSI) database. Shareholder value was measured using Tobin's q. The sample consisted of 99 companies with ACSI data and Tobin's q from 1994 to 2002. The results of this study give insights into the relationship between customer satisfaction and shareholder value. First, there is a positive association between customer satisfaction and shareholder value. Second, this relationship is not affected by the turbulence of financial markets after the beginning of the year 2000. Third, there is a time lag of three quarters between customer satisfaction and the strongest impact on shareholder value. Fourth, it seems that there exists an optimal level of customer satisfaction, and if it is exceeded value will be destroyed.
650		4	_aSatisfação do Consumidor _924644
650		4	_aValor Para o Acionista _924645
650		4	_aTobin's q _924646
700	1		_aHINTERHUBER, Hans H. _924647
700	1		_aDAXER, Christian _924648
700	1		_aHUBER, Maximilian _924649
773	0	8	_tTotal Quality Management & Business Excellence _g16, 5, p. 671 - 680 _dUK : Routledge, July 2005 _xISSN 1478-3363 _w
942			_cS
998			_a20060417 _b1354^b _cNatália
998			_a20130910 _b1028^b _ckarina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c15607 _d15607
041			_aeng