Customer satisfaction and future financial performance discussion of are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction

Journal of Accounting Research

Volumn 36, Issue SUPPL., 1998, Pages 37-46

  Lambert, Richard A ^a  

^a STANFORD UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0013503236     PISSN: 00218456     EISSN: None     Source Type: Journal    
DOI: 10.2307/2491305     Document Type: Article

References (6)

1. ANDERSEN, E; G. FORNELL; AND D. LEHMANN. "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden." Journal of Marketing Research (July 1994): 53-66.
2. ARTHUR ANDERSEN & Co. Customer Satisfaction Strategies and Tactics. Chicago: Arthur Andersen, 1994.
3. BANKER, R.; G. POTTER; AND D. SRINIVASAN. "An Empirical Investigation of an Incentive Plan Based on Nonfinancial Measures." Working paper, University of Texas at Dallas, 1998.
4. FOSTER, G., AND M. GUPTA. "The Customer Profitability Implications of Customer Satisfaction." Working paper, Stanford University, 1997.
5. ITTNER, C.; D. LARCKER; AND M. RAJAN. "The Choice of Performance Measures in Annual Bonus Contracts." The Accounting Review (April 1997): 231-55.
6. LANDSMAN, W., AND J. MAGLIOLO. "Cross-Sectional Capital Market Research and Model Specification." The Accounting Review (October 1988): 586-604.