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• W2154597923 abstract "In this article, the authors develop a theoretical framework that specifies how customer satisfaction affects future customer behavior and, in turn, the level, timing, and risk of future cash flows. Empirically, they find a positive association between customer satisfaction and shareholder value. They also find significant variation in the association across industries and firms." @default.
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• W2154597923 date "2004-10-01" @default.
• W2154597923 modified "2023-10-10" @default.
• W2154597923 title "Customer Satisfaction and Shareholder Value" @default.
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• W2154597923 doi "https://doi.org/10.1509/jmkg.68.4.172.42723" @default.
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