Examining a Model of Understanding Customer Value and Satisfaction Data

Several theoretical frameworks on company efforts to embrace, support, and encourage customer value and satisfaction initiatives and their impact on competitive advantage have been brought forth in recent years. The purpose of this article is to build a solid foundation for understanding, measuring, and testing these important constructs. Overall, this study tested a theoretical model concerning key organizational variables that enable the use of customer satisfaction data. The results find support for all of the hypothesized paths in the model. This is important for practitioners as it demonstrates the value of firms acting on customer satisfaction data (CVS) and the resulting positive business outcomes.