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題目Satisfaction, Complaint, and the Stock Value Gap

This article introduces the concept of a stock value gap—the shortfall of a firm’s actual market value from its optimal market value, as measured by a best-performing benchmark. Using a large-scale, real-world database, the authors test the effects of both customer satisfaction and customer complaint on the stock value gap of firms. The results show that customer complaint has a stronger effect than customer satisfaction on the value gap. Furthermore, there is some support for the moderating influences of working capital and firm specialization. The results provide actionable guidelines to build a more complete customer equity dashboard and encourage managers to provide a supportive organizational environment to create shareholder value.

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  • Anonymous
    1 decade ago
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    標題 : 滿意度,投訴,以及庫存的價值差距

    本文介紹的概念,股票價值的差距,不足的一個公司的實際市場價值從優化市場價值衡量,一個表現最好的基準。利用規模大,現實世界的數據庫,作者試驗的影響,同時客戶滿意度和客戶投訴的股票價值差距的企業。結果表明,客戶投訴具有較強的影響客戶的滿意度比的價值差距。此外,還有一些支持放緩的影響周轉資金和堅定的專業化。結果提供可操作的指導方針,以建立一個更加完整的客戶資產的儀表板和鼓勵管理人員提供支持的組織環境,以創造股東價值。

    Source(s): Chebika
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