Determinants of Customer Loyalty and Financial Performance

Autor:	Rodney E. Smith, William F. Wright
Rok vydání:	2004
Předmět:	Customer delight Customer retention Customer profitability media_common.quotation_subject Loyalty business model Customer advocacy Customer equity Accounting Loyalty Business Business and International Management Marketing Customer to customer media_common
Zdroj:	Journal of Management Accounting Research. 16:183-205
ISSN:	1558-8033 1049-2127
DOI:	10.2308/jmar.2004.16.1.183
Popis:	Recent research in accounting advocates nonfinancial measures of company performance, such as customer satisfaction and loyalty, as useful indicators of aspects of firm performance. But what are the drivers of customer satisfaction and loyalty? We provide an integrated causal model of company performance in the personal computer (PC) industry that simultaneously tests links between product value attributes resulting from business process performance, customer loyalty, and financial outcomes. Our results extend prior accounting research (e.g., Banker et al. 2000; Ittner and Larcker 1998) in two directions: (1) by explaining the determinants of customer loyalty, and (2) by clarifying the relation between customer loyalty and measures of financial performance. We report that product value attributes directly and differentially impact levels of customer loyalty as well as prevailing average selling prices. Furthermore, measures of customer loyalty explain levels of relative revenue growth and profitability, and relatively high customer loyalty engenders a competitive advantage in the PC industry.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::3f95a44598ec7105fbe55ec1ee2f11e1 https://doi.org/10.2308/jmar.2004.16.1.183 Zobrazit plný text záznamu Plný text ve formátu PDF