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Customer satisfaction, customer barg...

Chen, Xiaoling.

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Customer satisfaction, customer bargaining power, and financial performance.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Customer satisfaction, customer bargaining power, and financial performance./
Author:	Chen, Xiaoling.
Description:	104 p.
Notes:	Source: Dissertation Abstracts International, Volume: 67-10, Section: A, page: 3881.
Contained By:	Dissertation Abstracts International67-10A.
Subject:	Business Administration, Accounting. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3236488
ISBN:	9780542904929

Customer satisfaction, customer bargaining power, and financial performance.
Chen, Xiaoling.

Customer satisfaction, customer bargaining power, and financial performance. - 104 p.

Source: Dissertation Abstracts International, Volume: 67-10, Section: A, page: 3881.

Thesis (Ph.D.)--University of Southern California, 2006.

This study examines the following research question in two complementary research settings: How does customer bargaining power affect the relation between customer satisfaction and future financial performance? Motivated by the mixed evidence on the effects of customer satisfaction on financial performance across industries, the first research setting investigates the moderating effect of customer switching costs, an important component of customer bargaining power, in a large-sample cross-sectional study. Using the American Customer Satisfaction Index and Compustat data, I predict and find that high customer switching costs, as measured by the industry-level Herfindahl-Hirschman Index, weaken the association between customer satisfaction and future financial performance. In the second research setting, I obtain a proprietary database from a leading health insurance company that measures satisfaction levels of multiple customer groups, including: (a) clients that purchase insurance plans for their employees, (b) patients who use the insurance plans, and (c) doctors who provide medical services. I find that the extent to which a customer group influences the purchasing decision increases the effect of customer satisfaction on future revenues. I also find that customer bargaining power enhances the impact of customer satisfaction on future revenues. This study contributes to our understanding of the performance consequences of nonfinancial value drivers and has implications for resource allocation, performance evaluation, and compensation practices within firms.

ISBN: 9780542904929Subjects--Topical Terms:

1020666
Business Administration, Accounting.

Customer satisfaction, customer bargaining power, and financial performance.
LDR:02510nmm 2200277 4500 001 1834119
005 20071116164340.5
008 130610s2006 eng d
020 $a 9780542904929
035 $a (UMI)AAI3236488
035 $a AAI3236488
040 $a UMI $c UMI
100 1 $a Chen, Xiaoling. $3 1672309
245 1 0 $a Customer satisfaction, customer bargaining power, and financial performance.
300 $a 104 p.
500 $a Source: Dissertation Abstracts International, Volume: 67-10, Section: A, page: 3881.
500 $a Advisers: Mark Young; Sarah Bonner.
502 $a Thesis (Ph.D.)--University of Southern California, 2006.
520 $a This study examines the following research question in two complementary research settings: How does customer bargaining power affect the relation between customer satisfaction and future financial performance? Motivated by the mixed evidence on the effects of customer satisfaction on financial performance across industries, the first research setting investigates the moderating effect of customer switching costs, an important component of customer bargaining power, in a large-sample cross-sectional study. Using the American Customer Satisfaction Index and Compustat data, I predict and find that high customer switching costs, as measured by the industry-level Herfindahl-Hirschman Index, weaken the association between customer satisfaction and future financial performance. In the second research setting, I obtain a proprietary database from a leading health insurance company that measures satisfaction levels of multiple customer groups, including: (a) clients that purchase insurance plans for their employees, (b) patients who use the insurance plans, and (c) doctors who provide medical services. I find that the extent to which a customer group influences the purchasing decision increases the effect of customer satisfaction on future revenues. I also find that customer bargaining power enhances the impact of customer satisfaction on future revenues. This study contributes to our understanding of the performance consequences of nonfinancial value drivers and has implications for resource allocation, performance evaluation, and compensation practices within firms.
590 $a School code: 0208.
650 4 $a Business Administration, Accounting. $3 1020666
690 $a 0272
710 2 0 $a University of Southern California. $3 700129
773 0 $t Dissertation Abstracts International $g 67-10A.
790 1 0 $a Young, Mark, $e advisor
790 1 0 $a Bonner, Sarah, $e advisor
790 $a 0208
791 $a Ph.D.
792 $a 2006
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3236488