Working Papers

Economic Consequences of Providing Quality and Customer Satisfaction

Eugene W. Anderson, Claes Fornell, and Donald R. Lehmann

Jan 1, 1993

By investigating links between customer-based measures of firm performance and traditional accounting measures of economic returns, demonstrates the economic benefits of increasing customer satisfaction.

This resource is not available online.

By using you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.