Identifying the Contribution of Financial and Non-financial Measures in Value Creation: An Exploratory Empirical Analysis of Economic Value Added and Customer Satisfaction |
Contents
LITERATURE REVIEW | 7 |
RESEARCH HYPOTHESIS DEVELOPMENT | 38 |
RESEARCH DESIGN AND METHODOLOGY | 59 |
1 other sections not shown
Common terms and phrases
Accepted Accounting Principles ACSI/Low EVA activities Added of firm American Customer Satisfaction analysis assets coefficients Company competitive advantage Consumer consumption experience Corporation cost advantage cost and differentiation cost of capital Customer Satisfaction Index customer satisfaction levels customer satisfaction measures Day and Wensley Dependent Variable differentiation advantage differentiation strategy dimensions Economic Value Added effects empirical estimate EVA and MVA evaluating expected financial measures financial performance firm performance firm strategy firm value firm's Fornell High ACSI High EVA high levels Hypothesis increase indicators industry intangible Kmart level of MVA levels of customer Low ACSI Low EVA market share Market Value Added matrix multicollinearity net present value non-financial measures Partial Least Squares PepsiCo perceived performance measures positive predictor profitability provides proxy quadrant reflects relationship between customer repurchase satisfied customers superior Sustainable Competitive Advantage Switching barriers value created value creation