Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

# Customer Satisfaction, Market Share, and Profitability: Findings from Sweden > OpenAlex Metadata Hub · https://openalex.org/W2025926893 ## Bibliographic - **DOI:** 10.2307/1252310 - **Year:** 1994 - **Citations:** 4575 - **Open Access:** No (closed) - **License:** — - **Source:** https://doi.org/10.2307/1252310 ## Authors - Eugene W. Anderson - Claes Fornell - Donald R. Lehmann ## Abstract Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect profitability; this results in a set of hypotheses that are tested using a national customer satisfaction index and traditional accounting measures of economic returns, such as return on investment. The findings support a positive impact of quality on customer satisfaction, and, in turn, profitability. The authors demonstrate the economic benefits of increasing customer satisfaction using both an empirical forecast and a new analytical model. In addition, they discuss why increasing market share actually might lead to lower customer satisfaction and provide preliminary empirical support for this hypothesis. Finally, two new findings emerge: First, the market's expectations of the quality of a firm's output positively affects customers’ overall satisfaction with the firm; and second, these expectations are largely rational, albeit with a small adaptive component. ## Keywords Customer satisfaction, Customer delight, Customer profitability, Business, Marketing, Customer equity, Profitability index, Customer retention, Quality (philosophy), Market share, Service quality, Finance ## Concepts - Customer satisfaction - Customer delight - Customer profitability - Business - Marketing - Customer equity - Profitability index - Customer retention - Quality (philosophy) - Market share - Service quality - Finance - Epistemology - Philosophy - Service (business) --- *Metadata only — full text not imported unless Open Access license permits.*

Bài “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden” được TradingBase chuyển thành Knowledge Product cho trader — không phải trang đọc abstract OpenAlex. Tóm lược học thuật (đã diễn giải): Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect profitability; this results in a set of hypotheses that are tested using a national customer satisfaction index and traditional accounting measures of economic returns, such as return on investment. The findings support a positive impact of quality on customer satisfaction, and, in turn, profitability. The authors demonstrate the economic benefits of increasing customer satisfaction using both an empirical forecast and a new analytical model. In addi… Phần Trading Insights bên dưới nối nghiên cứu với Forex, vàng, USD, lãi suất và risk regime — để bạn đưa vào journal và playbook. Metadata DOI/OA chỉ là rail tham chiếu; nội dung chính là summary, takeaways và ứng dụng thị trường do Content Factory sinh.