Journal of Accounting Research · 1998 · 1.6K citations · 23 references
BusinessAccountancyAccountingCorporate FinanceFinancial AccountingPerformance MeasurementCustomer Performance MeasurementCustomer SatisfactionFinancial Performance AnalysisFinancial StatementsIntangible AssetsNonfinancial Performance MeasurementBook Value RelevanceCustomer Satisfaction PredictionFinancial Performance ManagementFinancial Performance MetricsFirm Financial PerformanceIntangible Performance MeasurementNonfinancial Key Performance IndicatorsNonfinancial Performance Indicators
Christopher D. Ittner, David F. Larcker, Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction, Journal of Accounting Research, Vol. 36, Studies on Enhancing the Financial Reporting Model (1998), pp. 1-35
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Zero defections: quality comes to services.
Frederick F. Reichheld, W. Earl Sasser · PubMed · 1990 · 5.3K citations