Stock market reactions to customer service changes
Strategic Management JournalPublished 1 January 1995
Praveen R. Nayyar
Citations67
SJR quartileQ1
SJR score10.18
SNIP3.84
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Abstract
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.
Keywords
Economics, Econometrics and FinanceBusiness, Management and Accounting
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