This article investigates how engaging in a merger moderates the joint impact of a firm's achievement of dual goals of customer satisfaction and firm efficiency on a firm's long-term financial performance. Many prominent firms grow through mergers. Recent examples in the services context include...

Firms invest in customer satisfaction (CS) because customers are the biggest source of cash flow for a company (Gruca and Rego 2005). A customer base with high levels of satisfaction provides many long-term benefits for the firm. Satisfied customers are likely to continue repurchasing a firm's...

Despite the claim that satisfaction ratings are linked to repurchase behavior, few attempts can be found that relate satisfaction ratings to actual repurchase behavior. This article fills this void by presenting a conceptual model for relating satisfaction ratings and repurchase behavior. The...