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Stock market reactions to customer service changes

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  • Praveen R. Nayyar

Abstract

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.

Suggested Citation

  • Praveen R. Nayyar, 1995. "Stock market reactions to customer service changes," Strategic Management Journal, Wiley Blackwell, vol. 16(1), pages 39-53.
    • Handle: RePEc:bla:stratm:v:16:y:1995:i:1:p:39-53
    DOI: 10.1002/smj.4250160106
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    Cited by:

    1. Waratta Authayarat & Hiroyuki Umemuro, 2012. "Affective Management and its Effects on Management Performance," Journal of Entrepreneurship, Management and Innovation, Fundacja Upowszechniająca Wiedzę i Naukę "Cognitione", vol. 8(2), pages 5-25.
    2. Ana B. Casado & Francisco J. Mas & Ricardo Sellers, 2004. "Third-Party Complaints And Firm Performance: An Application In Spanish Banking," Working Papers. Serie EC 2004-01, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
    3. Hanvanich, Sangphet & Richards, Malika & Miller, Stewart R. & Cavusgil, S. Tamer, 2005. "Technology and the effects of cultural differences and task relatedness: A study of shareholder value creation in domestic and international joint ventures," International Business Review, Elsevier, vol. 14(4), pages 397-414, August.
    4. Blaufus, Kay & Möhlmann, Axel & Schwäbe, Alexander N., 2019. "Stock price reactions to news about corporate tax avoidance and evasion," Journal of Economic Psychology, Elsevier, vol. 72(C), pages 278-292.
    5. Dmitri G. Markovitch & Joel H. Steckel & Bernard Yeung, 2005. "Using Capital Markets as Market Intelligence: Evidence from the Pharmaceutical Industry," Management Science, INFORMS, vol. 51(10), pages 1467-1480, October.
    6. Shawn M. Riley & Steven C. Michael & Joseph T. Mahoney, 2017. "Human capital matters: Market valuation of firm investments in training and the role of complementary assets," Strategic Management Journal, Wiley Blackwell, vol. 38(9), pages 1895-1914, September.
    7. Hanvanich, Sangphet & Çavusgil, S. Tamer, 2001. "Stock market reactions to international joint venture announcement: an event analysis," International Business Review, Elsevier, vol. 10(2), pages 139-154, April.
    8. Hanvanich, Sangphet & Miller, Stewart R. & Richards, Malika & Cavusgil, S. Tamar, 2003. "An event study of the effects of partner and location cultural differences in joint ventures," International Business Review, Elsevier, vol. 12(1), pages 1-16, February.
    9. Sunil Gupta & Valarie Zeithaml, 2006. "Customer Metrics and Their Impact on Financial Performance," Marketing Science, INFORMS, vol. 25(6), pages 718-739, 11-12.
    10. Gorry, G. Anthony & Westbrook, Robert A., 2011. "Once more, with feeling: Empathy and technology in customer care," Business Horizons, Elsevier, vol. 54(2), pages 125-134, March.
    11. Gorry, G. Anthony & Westbrook, Robert A., 2011. "Once more, with feeling: Empathy and technology in customer care," Business Horizons, Elsevier, vol. 54(2), pages 125-134.
    12. Robert Jacobson & Natalie Mizik, 2009. "—Customer Satisfaction-Based Mispricing: Issues and Misconceptions," Marketing Science, INFORMS, vol. 28(5), pages 836-845, 09-10.

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