Earticle

초록

영어

This study examines the links between customer satisfaction and sales. The NCSI and KCSI provides yearly and Quarterly indices of overall customer satisfaction for major competitors in a variety of product and service industries. The findings indicate that percentage change in customer satisfaction at t-1 is positively related to growth rate of sales. However. no statistically significant results are found in percentage change in customer satisfaction at t. Economic returns from improving customer satisfaction are not immediately realized. We find the long-run nature of the economic returns from improving customer satisfaction.

목차

Ⅰ. 서론
 Ⅱ. 기존문헌의 연구
 Ⅲ. 실증분석
  1. 가설 설정
  2. 자료 및 연구방법
  3. 실증분석결과
 Ⅳ. 요약 및 결론
 참고문헌
 Abstract

저자

• 정헌용 [ Jung, Heon-Yong | 남서울대학교 경영세무학부 조교수 ]
• 조경식 [ Joh, Kyung-Sik | 대구대학교 경제경영연구소 전임연구원 ]

참고문헌