Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction

Keywords

Customer satisfaction, Accounting, Business, Accounting information system, Stock (firearms)

References

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Cited by

• Multi-Perspective Performance Reporting Systems, Continuous Improvement Systems and Organisational PerformanceErrol R. Iselin, John Sands, Lokman Mia — 2011
• Financial accountability and managerial incentives in English NHS Hospital Trusts 2003-2008Margaret Greenwood — 2012
• Managerial Myopia and Non-Financial Measures: The Case of Customer Satisfaction Mitigating Hard-SellingAlex Thevaranjan, Kissan Joseph, Dhinu Srinivasan — 2000
• What Drives the Top Line? Nonfinancial Determinants of Sales Revenue in Private Venture-Backed FirmsJohn R. M. Hand — 2005
• Waves of fashion : The consuming production of management controlAndreas Backlund Björke — 2011
• On the meaning of customer satisfaction : A study in the context of retail bankingMaarten Terpstra — 2008
• The Effect of Causal Performance Measure Knowledge on Reducing Individuals' Discounting of Performance Measures in Profit PredictionDonna Booker, Dan L. Heitger — 2006
• Dividend, debt and other variables influence firm performance in listed Malaysia’s consumer product companies.Wai Chin Low, Kien Wah Foo, Siew Teng Saw — 2011
• Contabilidade, Controlo de Gestão e Gestão nos Hospitais Portugueses: Dicotomia Público versus PrivadoSandra Alves — 2013
• Is More R&D Investment Always Better?Cheng‐Jen Huang, Shu-Yun Chen — 2009
• Exploring the Role of Marketing Metrics for Top Management: Towards a Research AgendaMarkus Lamest, Mairead Brady — 2010
• Organisational learning, organisational ambidexterity, environmental turbulence, and NPD performance of Malaysian's manufacturing sectorMohamad Faizal, Ahmad Mujahid Ahmad Zaidi — 2014
• THE EFFECTS OF STRATEGIC PLAN, LEADERSHIP, FINANCIAL PERFORMANCE, AND PRODUCTSERVICE QUALITY ON SATISFACTION OF CREDIT UNION MEMBERSAmu Lanu A. Lingu, Toto Sugiharto — 2010
• R&D Investment And Firm Performance In IT Companies: An Empirical Investigation Across IT Industry SectorsZhijie Lin, Chunmian Ge, Khim Yong Goh — 2011
• A Contingency-Based Investigation of the Effectiveness of the Use of Multiple Performance Measures in a Libyan ContextA. M. A. Amhalhal — 2013
• Market-based capabilities, perceived quality and firm performanceM. Aakouk — 2006
• Una aproximación empírica al efecto de los activos intangibles sobre la estructura financiera en la empresa españolaEmma García‐Meca, Juan Pedro Sánchez Ballesta — 2009
• Mix flexibiliteit en volume flexibiliteit in een build-to-order omgevingO R van der Kooi — 2011
• Performance Measurement in Public Organisations : the Theory and the Practice of the Health Care SectorAldona Frączkiewicz-Wronka — 2008
• The use of information by capital providers : academic literature reviewStefano Cascino, Mark Clatworthy, Beatriz García Osma — 2013

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