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Investigating the Strategic Influence of Customer and Employee Satisfaction on Firm Financial Performance

Author

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  • Jeffrey P. Dotson

    (Owen Graduate School of Management, Vanderbilt University, Nashville, Tennessee 37203)

  • Greg M. Allenby

    (Fisher College of Business, Ohio State University, Columbus, Ohio 43210)

Abstract

The ability to demonstrate the impact of marketing action on firm financial performance is crucial for evaluating, justifying, and optimizing the expenditure of a firm's marketing resources. This presents itself as a formidable task when one considers both the variety and potential influence of marketing activity. We propose a hierarchical Bayesian model of simultaneous supply and demand that allows us to formally study the financial impact of a variety of marketing activities, including those that operate on different timescales. The supply-side model provides insight into how the firm allocates resources across its various subunits. We illustrate our approach in a services context by integrating data from three independent studies conducted by a large national bank. Our model allows customer and employee satisfaction to influence firm profitability by moderating the conditional relationship between the bank's operational inputs and its proclivity to produce revenue.

Suggested Citation

  • Jeffrey P. Dotson & Greg M. Allenby, 2010. "Investigating the Strategic Influence of Customer and Employee Satisfaction on Firm Financial Performance," Marketing Science, INFORMS, vol. 29(5), pages 895-908, 09-10.
    • Handle: RePEc:inm:ormksc:v:29:y:2010:i:5:p:895-908
    DOI: 10.1287/mksc.1100.0584
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    References listed on IDEAS

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    10. Yun, Wonjoo & Hanson, Nicole, 2020. "Weathering consumer pricing sensitivity: The importance of customer contact and personalized services in the financial services industry," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    11. Nimnual Visedsun & Kanitsorn Terdpaopong, 2021. "The Effects of the Strategy and Goal on Business Performance as Mediated by Management Accounting Systems," Economies, MDPI, vol. 9(4), pages 1-17, October.
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    13. Yu, Wantao & Jacobs, Mark A. & Salisbury, W. David & Enns, Harvey, 2013. "The effects of supply chain integration on customer satisfaction and financial performance: An organizational learning perspective," International Journal of Production Economics, Elsevier, vol. 146(1), pages 346-358.

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