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The contribution of managerial ability on customer satisfaction: an empirical investigation

The contribution of managerial ability on customer satisfaction: an empirical investigation
The contribution of managerial ability on customer satisfaction: an empirical investigation

The study empirically examines the effects of managerial ability on customer satisfaction, as well as the role of firm-level and industry-level moderators on the relationship. The effect of customer satisfaction on firm value is also investigated. Managerial ability is assessed as the residual remaining after accounting for the effects of seven key financial variables, while customer satisfaction is derived from the ACSI panel data. The results demonstrate that managerial ability positively affects ex-post customer satisfaction, indicating that more capable managers are better able to satisfy their customers. In turn, customer satisfaction directly influences firm value, as measured by Tobin’s q. In terms of moderators, non-service firms more strongly regulate the managerial ability-customer satisfaction link; advertising expenditure and competitive intensity have insignificant roles to play.

Customer satisfaction, firm value, managerial ability, marketing-finance interface, theory of self-determination
0965-254X
Ngo, Thanh
852ea7b9-fd74-4a39-9281-87626e50886b
Mai, Shirley
f8d03a8e-350b-4db8-b247-f8a4696accda
Siguaw, Judy
2b57f528-8cab-4af9-bc10-477fdfa22b10
Jory, Surendranath
2624eb24-850a-48f6-b3c6-c96749b87322
Ngo, Thanh
852ea7b9-fd74-4a39-9281-87626e50886b
Mai, Shirley
f8d03a8e-350b-4db8-b247-f8a4696accda
Siguaw, Judy
2b57f528-8cab-4af9-bc10-477fdfa22b10
Jory, Surendranath
2624eb24-850a-48f6-b3c6-c96749b87322

Ngo, Thanh, Mai, Shirley, Siguaw, Judy and Jory, Surendranath (2021) The contribution of managerial ability on customer satisfaction: an empirical investigation. Journal of Strategic Marketing. (doi:10.1080/0965254X.2021.1904436).

Record type: Article

Abstract

The study empirically examines the effects of managerial ability on customer satisfaction, as well as the role of firm-level and industry-level moderators on the relationship. The effect of customer satisfaction on firm value is also investigated. Managerial ability is assessed as the residual remaining after accounting for the effects of seven key financial variables, while customer satisfaction is derived from the ACSI panel data. The results demonstrate that managerial ability positively affects ex-post customer satisfaction, indicating that more capable managers are better able to satisfy their customers. In turn, customer satisfaction directly influences firm value, as measured by Tobin’s q. In terms of moderators, non-service firms more strongly regulate the managerial ability-customer satisfaction link; advertising expenditure and competitive intensity have insignificant roles to play.

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17Jan2020_Main document minus author information_JSMkting_S1.17 - Accepted Manuscript
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More information

Accepted/In Press date: 9 March 2021
e-pub ahead of print date: 30 March 2021
Keywords: Customer satisfaction, firm value, managerial ability, marketing-finance interface, theory of self-determination

Identifiers

Local EPrints ID: 448677
URI: http://eprints.soton.ac.uk/id/eprint/448677
ISSN: 0965-254X
PURE UUID: d705de72-8686-478d-b1db-c23f6792fa66
ORCID for Surendranath Jory: ORCID iD orcid.org/0000-0002-8265-0001

Catalogue record

Date deposited: 29 Apr 2021 16:32
Last modified: 28 Apr 2022 02:08

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Contributors

Author: Thanh Ngo
Author: Shirley Mai
Author: Judy Siguaw

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