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Measuring the Effects of Satisfaction: Linking Customers, Employees, and Firm Financial Performance

Dotson, Jeffrey P.
http://rave.ohiolink.edu/etdc/view?acc_num=osu1242745594

Abstract Details

2009, Doctor of Philosophy, Ohio State University, Business Administration.
Firms are most successful when they are able to efficiently satisfy the wants and needs of their clientele. As such, customer satisfaction has emerged as one of the more ubiquitous and oft studied constructs in marketing. Central to the study of satisfaction is the desire to understand its antecedents and outcomes. Managers would ultimately like to know how their actions will impact the satisfaction of their consumer base and, by extension, the company's financial performance. Through two essays, this dissertation develops quantitative models that allow for formal study of the relationship between customer satisfaction, employee satisfaction, and firm financial performance. The proposed models are designed to accommodate a variety of challenges often encountered in satisfaction studies including simultaneity, linkage of distributions, and the fusion of multiple data sets. The benefits of these models are demonstrated empirically using data from a national financial services firm.
Greg Allenby, PhD (Committee Chair)
Robert Burnkrant, PhD (Committee Member)
Rao Unnava, PhD (Committee Member)
80 p.
Marketing; Statistics
Customer Satisfaction; Employee Satisfaction; Bayesian Statistics; Marketing; Linkage Analysis; Simulteneity; Service Profit Chain

Recommended Citations

Citations

  • Dotson, J. P. (2009). Measuring the Effects of Satisfaction: Linking Customers, Employees, and Firm Financial Performance [Doctoral dissertation, Ohio State University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=osu1242745594

    APA Style (7th edition)

  • Dotson, Jeffrey. Measuring the Effects of Satisfaction: Linking Customers, Employees, and Firm Financial Performance. 2009. Ohio State University, Doctoral dissertation. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=osu1242745594.

    MLA Style (8th edition)

  • Dotson, Jeffrey. "Measuring the Effects of Satisfaction: Linking Customers, Employees, and Firm Financial Performance." Doctoral dissertation, Ohio State University, 2009. http://rave.ohiolink.edu/etdc/view?acc_num=osu1242745594

    Chicago Manual of Style (17th edition)

osu1242745594
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© 2009, all rights reserved.
This open access ETD is published by The Ohio State University and OhioLINK.