Sun, K.A. and Kim, D.Y. (2013) Does Customer Satisfaction Increase Firm Performance? An Application of American Customer Satisfaction Index (ACSI). International Journal of Hospitality Management, 35, 68-77.
https://doi.org/10.1016/j.ijhm.2013.05.008

has been cited by the following article:

• TITLE: An Application of Heterogeneous Bayesian Regression Models with Time Varying Coefficients to Explore the Relationship between Customer Satisfaction and Shareholder Value

  AUTHORS: Duncan K. H. Fong, Qian Chen, Zhe Chen, Rui Wang

  KEYWORDS: Bayesian Analysis, Dynamics, Heterogeneity, Customer Satisfaction, Shareholder Value

  JOURNAL NAME: Open Journal of Statistics, Vol.7 No.1, February 13, 2017

  ABSTRACT: The authors propose new Bayesian models to obtain individual-level and time-varying regression coefficients in longitudinal data involving a single observation per response unit at each time period. An application to explore the association between customer satisfaction and shareholder value is included in the paper. The Bayesian models allow the flexibility of incorporating industry and firm factors in the context of the application to help explain variations of the regression coefficients. Results from the analysis indicate that the effect of customer satisfaction on shareholder value is not homogeneous over time. The proposed methodology provides a powerful tool to explore the relationship between two important business concepts.