Do institutional investors pay attention to customer satisfaction and why?
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Extant marketing, accounting, and finance research has neglected to examine the relevance of customer satisfaction information for institutional investors, despite their potential importance. This study develops and supports a framework suggesting that firms with positive changes in customer satisfaction are more attractive to transient institutional investors than to non-transient institutional investors. We also find that the impact of customer satisfaction on transient institutional investor holdings is contingent upon firm intangible asset intensity, product-market demand uncertainty, and financial market volatility. In addition, transient institutional investor holdings at least partially mediate the effects of changes in customer satisfaction on firm abnormal return and idiosyncratic risk. Thus, transient institutional investor investments represent a mechanism through which customer satisfaction affects firm value.
- Do institutional investors pay attention to customer satisfaction and why?
Journal of the Academy of Marketing Science
Volume 42, Issue 2 , pp 119-136
- Cover Date
- Print ISSN
- Online ISSN
- Springer US
- Additional Links
- Customer satisfaction
- Investor community
- Institutional investor holding
- Marketing-finance interface
- Industry Sectors
- Author Affiliations
- 1. University of Texas at Arlington, Arlington, TX, USA
- 2. Guanghua School of Management, Peking University, Beijing, China
- 3. Cheung Kong Graduate School of Business, Beijing, China
- 4. Aalto University School of Business, Helsinki, Finland