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on Marketing |
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Issue of 2012‒04‒03
three papers chosen by Joao Carlos Correia Leitao University of Beira Interior and Technical University of Lisbon |
| By: | Nusaibah Mansor Author_Email: (Universiti Teknikal Malaysia Melaka); Siti Norbaya Yahaya (Universiti Teknikal Malaysia Melaka); Nurul Zarirah Nizam (Universiti Teknikal Malaysia Melaka); Othman Aman (Universiti Teknikal Malaysia Melaka) |
| Keywords: | green technology; automotive; environment; consumer behaviour |
| JEL: | M0 |
| Date: | 2011–06 |
| URL: | http://d.repec.org/n?u=RePEc:cms:1icm11:2011-068-247&r=mkt |
| By: | Phuah Kit Teng Author_Email: (Universiti Putra Malaysia); Golnaz Rezai (Universiti Putra Malaysia); Zainalabidin Mohamed (Universiti Putra Malaysia); Mad Nasir Shamsudin (Universiti Putra Malaysia) |
| Keywords: | Consumers, awareness, intention, green concept, foods, sustainable agriculture |
| JEL: | M0 |
| Date: | 2011–06 |
| URL: | http://d.repec.org/n?u=RePEc:cms:1icm11:2011-066-240&r=mkt |
| By: | Paul-Valentin Ngobo (LOG - Laboratoire Orléanais de Gestion - Université d'Orléans); Jean-François Casta (DRM - Dauphine Recherches en Management - CNRS : UMR7088 - Université Paris IX - Paris Dauphine); Olivier Ramond (DRM - Dauphine Recherches en Management - CNRS : UMR7088 - Université Paris IX - Paris Dauphine) |
| Abstract: | This study examines the effects of customer satisfaction on analysts' earnings forecast errors. Based on a sample of analysts following companies measured by the American Customer Satisfaction Index (ACSI), we find that customer satisfaction reduces earnings forecast errors. However, analysts respond to changes in customer satisfaction but not to the ACSI metric per se. Furthermore, the effects of customer satisfaction are asymmetric; for example, analysts are more willing to use good news (i.e. an increase in customer satisfaction information) than bad news (i.e. a decrease in satisfaction). Similarly, customer satisfaction reduces negative deviation more than positive deviation of the analysts' forecasts from actual earnings. Furthermore, the effects of customer satisfaction depend upon the base level of satisfaction that the firm has achieved. Finally, the effects of customer satisfaction on analysts' forecast errors differ across firms with volatile satisfaction scores and those with stable satisfaction scores. We discuss the implications of our results for marketers and participants in financial markets. |
| Keywords: | Customer satisfaction ; EPS forecast errors ; Value relevance ; ACSI ; GMM dynamic models ; American Customer Satisfaction Index : Financial Analysts |
| Date: | 2012–05–01 |
| URL: | http://d.repec.org/n?u=RePEc:hal:journl:halshs-00680003&r=mkt |