STOCK-MARKET REACTIONS TO CUSTOMER SERVICE CHANGES

• 成果类型: Article
• 署名作者: NAYYAR, PR
• 刊物名称: STRATEGIC MANAGEMENT JOURNAL
• ISSN/ISSBN: 0143-2095
• DOI: 10.1002/smj.4250160106
• 发表日期: 1995
• 页码: 39-53
• 关键词: customer service; competitive strategy; COMPETITIVE ACTIONS

摘要

Stock market reactions to a sample of customer service changes reported during 1981-91 were investigated. Customer service increases (decreases) were positively (negatively) valued. Stock market reactions varied depending on specific customer service actions and, therefore, on the four customer service objectives pursued.