Incentivizing CEOs to build customer- and employee-firm relations for higher customer satisfaction and firm value


Luo, Xueming ; Wieseke, Jan ; Homburg, Christian



DOI: https://doi.org/10.1007/s11747-011-0290-1
URL: http://link.springer.com/article/10.1007%2Fs11747-...
Document Type: Article
Year of publication: 2012
The title of a journal, publication series: Journal of the Academy of Marketing Science
Volume: 40
Issue number: 6
Page range: 745-758
Place of publication: New York, NY
Publishing house: Springer Science + Business Media LLC
ISSN: 0092-0703 , 1552-7824
Publication language: English
Institution: Business School > ABWL u. Marketing I (Homburg)
Subject: 330 Economics
Abstract: This research reveals customer- and employee- firm relations to be two routes by which firms can leverage executive incentive structures to create customer and firm value. Analyses of a unique dataset with multiple archival sources show that (1) increases in the proportion of CEOs’l ong-term equity-based compensation positively influence actions that build customer- and employee-firm relations as measured by the Kinder, Lydenberg, Domini & Co. (KLD) data source, (2) such effects are stronger in unstable markets, and (3) customer and employee relationship-building actions affect firm value both directly and indirectly via the mediator of customer satisfaction as measured by the American Customer Satisfaction Index (ACSI) data source. The findings have implications for the improvement of customer satisfaction, the role of marketing in the organization, and the design of CEO incentive packages leading to higher customer satisfaction and firm value.

Dieser Eintrag ist Teil der Universitätsbibliographie.




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Luo, Xueming ; Wieseke, Jan ; Homburg, Christian (2012) Incentivizing CEOs to build customer- and employee-firm relations for higher customer satisfaction and firm value. Journal of the Academy of Marketing Science New York, NY 40 6 745-758 [Article]


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