Stock market reactions to customer service changes

Praveen R. Nayyar

Strategic Management Journal, 1995, vol. 16, issue 1, 39-53

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.

Date: 1995
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