Weathering the crash: Do customer-company relationships pay off during economic crises?

Unlabelled: Do stronger relationships with customers (customer-company relationships [CCR]) help firms better weather economic crises? To answer this question, we examine firm performance during the stock market crashes associated with the two most severe economic crises of the last 15 years-the protracted Great Recession crisis (2008-2009) and the shorter but extreme COVID-19 pandemic crisis (2020). Juxtaposing the predominant expected utility theory perspective with observed deviations in investor behavior during crises, we find that both pre-crash firm-level customer satisfaction and customer loyalty are positively associated with abnormal stock returns and lower idiosyncratic risk during a market crash, while pre-crash firm-level customer complaint rate negatively affects abnormal stock returns and increases idiosyncratic risk. On average, we find that one standard deviation higher CCR is associated with between $0.

The American Customer Satisfaction Index (ACSI): A sample dataset and description.

This article provides a sample of survey data collected by the American Customer Satisfaction Index (ACSI). Using online sampling and stratified interviewing techniques of actual customers of predominantly large market-share ("large cap") companies, the ACSI annually collects data from some 400,000 consumers residing across the United States for more than 400 companies within about 50 consumer industries. For this article and the data depository, consumers' perceptions of their experiences with individual companies included within four consumer industries as defined and measured by ACSI - processed food, commercial airlines, Internet service providers, and commercial banks - are included in the dataset.

Validating cluster assignments.

In the absence of a statistically based assessment of cluster assignments of observations in terms of their similarity along selected variables the validity of a set of clusters could be developed if clusters withstand both empirical scrutiny and "make sense" to expert informants.

The health care learning organization.

To many health care executives, emphasis on marketing strategy has become a means of survival in the threatening new environment of cost attainment, intense competition, and prospective payment. This paper develops a positive model of the health care organization based on organizational learning theory and the concept of the health care offering. It is proposed that the typical health care organization represents the prototype of the learning organization.

Epidemiology of infantile hydrocephalus in Sweden. Current aspects of the outcome in preterm infants.

The outcome in a population-based series of 61 Swedish preterm infants born in 1967-82 with infantile hydrocephalus (IH) was investigated. Sixteen (26%) died before the age of two years. The available information was updated when the 45 surviving children were at least four years and six months old.

Epidemiology of infantile hydrocephalus in Sweden: a clinical follow-up study in children born at term.

The long-term outcome of infantile hydrocephalus (IH) in children born at term during a period of active shunt treatment was studied in a population-based survey. The series consisted of 68 children greater than or equal to 6 years old and born in 1967-78 in the south-western Swedish health care region. The clinical follow-up included neuro-paediatric assessment, Stott's test of motor impairment, the WISC test, CT and EEG analyses.