Customer satisfaction and investment: Can different operationalizations provide reliable results?

Business & Finance, Management & Leadership, Management
Cover of the book Customer satisfaction and investment: Can different operationalizations provide reliable results? by Thomas Bister-Füsser, GRIN Verlag
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Thomas Bister-Füsser ISBN: 9783640890279
Publisher: GRIN Verlag Publication: April 11, 2011
Imprint: GRIN Verlag Language: English
Author: Thomas Bister-Füsser
ISBN: 9783640890279
Publisher: GRIN Verlag
Publication: April 11, 2011
Imprint: GRIN Verlag
Language: English

Scientific Essay from the year 2011 in the subject Business economics - Business Management, Corporate Governance, , language: English, abstract: The question, whether customer satisfaction is a reliable indicator for successful financial investment is a rather new field of study. Mainly promoted by Fornell and his associates, the question at first sight, seems to be an empirical question, i.e. a question whether customer satisfaction has anything to add to prediction accuracy of financial performance models. However, this macro-economic view on customer satisfaction is just one of two possible views, the other being the question whether individual investor's satisfaction provides any kind of clue as to future investment decisions taken by the respective investor. Already, the smooth surface of customer satisfaction models advocated in order to show correlations between investment and satisfaction begins to get wrinkled. Further worry lines emerge, once questions like 'is customer satisfaction measured in a consistent fashion?' or 'is customer satisfaction unanimously defined?' are asked. This brief research paper will ask exactly these questions and it will do so for the newly emerging field of research linking financial investment and performance with customer satisfaction. Given this agenda, the structure of this paper is straightforward. First, results of a search, gathering papers that deal with customer (Investor) satisfaction and financial performance or financial investment will be reported, then the respective definitions of customer satisfaction will be scrutinized for communalities and differences. Furthermore, differences in the measurement of customer satisfaction will be reported and assessed, and finally, results of the research scrutinized in this paper will be reported before the background of the results gathered so far. A summary of results and the most important conclusions to be drawn from this research will be reported in the final chapter of this paper.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

Scientific Essay from the year 2011 in the subject Business economics - Business Management, Corporate Governance, , language: English, abstract: The question, whether customer satisfaction is a reliable indicator for successful financial investment is a rather new field of study. Mainly promoted by Fornell and his associates, the question at first sight, seems to be an empirical question, i.e. a question whether customer satisfaction has anything to add to prediction accuracy of financial performance models. However, this macro-economic view on customer satisfaction is just one of two possible views, the other being the question whether individual investor's satisfaction provides any kind of clue as to future investment decisions taken by the respective investor. Already, the smooth surface of customer satisfaction models advocated in order to show correlations between investment and satisfaction begins to get wrinkled. Further worry lines emerge, once questions like 'is customer satisfaction measured in a consistent fashion?' or 'is customer satisfaction unanimously defined?' are asked. This brief research paper will ask exactly these questions and it will do so for the newly emerging field of research linking financial investment and performance with customer satisfaction. Given this agenda, the structure of this paper is straightforward. First, results of a search, gathering papers that deal with customer (Investor) satisfaction and financial performance or financial investment will be reported, then the respective definitions of customer satisfaction will be scrutinized for communalities and differences. Furthermore, differences in the measurement of customer satisfaction will be reported and assessed, and finally, results of the research scrutinized in this paper will be reported before the background of the results gathered so far. A summary of results and the most important conclusions to be drawn from this research will be reported in the final chapter of this paper.

More books from GRIN Verlag

Cover of the book Agrarräume und Ressourcennutzung in ökologischen Krisengebieten am Beispiel der Sahelzone by Thomas Bister-Füsser
Cover of the book Joan Didion's California by Thomas Bister-Füsser
Cover of the book Leseförderung in einem mehrsprachigen Umfeld. Der Zusammenhang von Leseleistung, sozioökonomischem Status und Migration by Thomas Bister-Füsser
Cover of the book Verführerische Werbespielchen? Eine Untersuchung von Text und Bild in Sex-sells-Anzeigen by Thomas Bister-Füsser
Cover of the book Ein Kurztrip nach New York: die wichtigsten Sehenswürdigkeiten des Big Apple by Thomas Bister-Füsser
Cover of the book Platons Sophistes - zur Überwindung der Sophistik und ihrer metaphysischen Implikationen by Thomas Bister-Füsser
Cover of the book Rechtliche Probleme beim Kauf und Verkauf über eBay by Thomas Bister-Füsser
Cover of the book Der Weg zum richtigen Werbekonzept by Thomas Bister-Füsser
Cover of the book Die Bedeutung der geistlichen und weltlichen Fürsten für die Herrschaft des Staufers Friedrich II. (1212-1232) by Thomas Bister-Füsser
Cover of the book Diagnostik in der klinischen Psychologie. DSM IV und ICD 10 by Thomas Bister-Füsser
Cover of the book Die 'JOB-PROFI-MAPPE' als Instrument der Kompetenzmessung bei Arbeitssuchenden by Thomas Bister-Füsser
Cover of the book Restructuring society - The concept of hybridity among different ethnic groups in Tony Kushner's 'Angels in America' by Thomas Bister-Füsser
Cover of the book Fachpraktikumsbericht mit Unterrichtsentwurf im Fach Deutsch in der Grundschule, 1. Klasse by Thomas Bister-Füsser
Cover of the book Sklaverei in Mauretanien by Thomas Bister-Füsser
Cover of the book Das Mediensystem der USA. Entwicklung, Struktur und Einflüsse auf das politische System by Thomas Bister-Füsser
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy