客户满意度和垂直整合

IF 3.9 3区 经济学 Q1 BUSINESS, FINANCE
Marina Murdock , Thanh Ngo , Nivine Richie
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引用次数: 0

摘要

我们探讨了企业垂直整合与客户满意度之间的关系,为金融与营销互动的新兴文献做出了贡献。利用美国客户满意度指数(ACSI)对1995年至2021年的客户满意度进行测量,并利用fracsard, Hoberg, &;Phillips(2020)的研究发现,垂直整合企业的客户满意度更高。我们考察了两种渠道——贸易信用和库存管理——通过这两种渠道,垂直整合可能会影响客户满意度。我们发现,增加的贸易信贷与更高水平的客户满意度相关,并且这种关系在供应链上整合程度更高的公司中得到强化。此外,客户满意度与库存周转率呈负相关,并且这种负相关关系通过沿集成供应链增加的相关性来减轻。研究结果表明,对生产和分销各个阶段的控制使企业能够更好地预测和管理库存水平,减少缺货和库存过剩的风险。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Customer satisfaction and vertical integration
We explore the relationship between vertical integration of the firm and customer satisfaction, contributing to the emerging literature on the interaction of finance and marketing. Using the American Customer Satisfaction Index (ACSI) to measure customer satisfaction from 1995 to 2021 and the vertical integration scores gathered from Frésard, Hoberg, & Phillips (2020), we find that customer satisfaction is higher for vertically integrated firms. We examine two channels—trade credit and inventory management—through which vertical integration may affect customer satisfaction. We find that increased trade credit is associated with higher levels of customer satisfaction, and this relationship is intensified for firms that are more highly integrated along the supply chain. Additionally, customer satisfaction is inversely related to inventory turnover, and this inverse relationship is mitigated by increased relatedness along the integrated supply chain. The findings suggest that control over various stages of production and distribution enables firms to better anticipate and manage inventory levels, reducing the risk of stockouts and overstocking.
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来源期刊
CiteScore
7.30
自引率
8.30%
发文量
168
期刊介绍: The focus of the North-American Journal of Economics and Finance is on the economics of integration of goods, services, financial markets, at both regional and global levels with the role of economic policy in that process playing an important role. Both theoretical and empirical papers are welcome. Empirical and policy-related papers that rely on data and the experiences of countries outside North America are also welcome. Papers should offer concrete lessons about the ongoing process of globalization, or policy implications about how governments, domestic or international institutions, can improve the coordination of their activities. Empirical analysis should be capable of replication. Authors of accepted papers will be encouraged to supply data and computer programs.
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