Lee, Jenny (Jiyeon); Lim, Youngdeok; Oh, Hyung Il - In: European Journal of Marketing 52 (2018) 9/10, pp. 2026-2051
Purpose: The purpose of this study is to examine the relevance of American Customer Satisfaction Index (ACSI) to management voluntary forecasts of earnings. The authors further investigate whether the market reacts to such forecasts in respect of satisfaction. Design/methodology/approach: The...