Flow of Customer Satisfaction Information: Impact on Management Earnings Forecasts and Financial Market

摘要

Scholars across disciplines have explored how satisfaction information flows to market participants. Marketing researchers have examined the direct linkage between satisfaction and shareholder value (e.g., Fomell et al. 2006; O'Sullivan et al. 2009; Tuli and Bharadwaj 2009). Of a few recent marketing-accounting/finance interdisciplinary studies, Luo et al. (2010) and Ngobo et al. (2012) note that financial analysts as information intermediaries play a part in gathering information and making forecasts and recommendations to capital providers such as shareholders and creditors.