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Customer satisfaction, analyst stock recommendations, and firm value

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Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets

Fang, Zheng; Luo, Xueming; Jiang, Minghua - In: Journal of service research : JSR 16 (2013) 3, pp. 341-355

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Do institutional investors pay attention to customer satisfaction and why?

Luo, Xueming; Zhang, Ran; Zhang, Weining; Aspara, Jaakko - In: Journal of the Academy of Marketing Science 42 (2014) 2, pp. 119-136

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Customer satisfaction, analyst stock recommendations, and firm value

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Incentivizing CEOs to build customer- and employee-firm relations for higher customer satisfaction and firm value

Luo, Xueming; Wieseke, Jan; Homburg, Christian - In: Journal of the Academy of Marketing Science 40 (2012) 6, pp. 745-758

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Satisfaction, complaint, and the stock value gap

Luo, Xueming; Homburg, Christian - In: Journal of marketing 72 (2008) 4, pp. 29-43

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Neglected outcomes of customer satisfaction

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Neglected outcomes of customer satisfaction

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Nowcasting in Chatbot Design : Leveraging Service Journey Patterns to Improve User Satisfaction

Wang, Yang - 2020

The rise of intelligent conversation agents, or chatbots, are responsible for the dramatic decrease in remote customer service agent jobs. However, chatbots in their current form, are far from infallible. We theorize that there is an inherent trade-off between a chatbot's response relevance and...

Persistent link: https://www.econbiz.de/10012836867