The impact of customer satisfaction on CEO bonuses

Springer Science and Business Media LLC - Tập 39 - Trang 828-845 - 2010
Vincent O’Connell1, Don O’Sullivan2
1UCD School of Business, University College Dublin, Dublin 4, Ireland
2Melbourne Business School, University of Melbourne, Carlton, Australia

Tóm tắt

In this study, we build on prior research in marketing and executive compensation to show that customer satisfaction is a significant determinant of CEO bonuses. Findings demonstrate that the success of CEOs in managing customer satisfaction has a direct, personal, and economic impact in the form of their annual bonus awards. Our study contributes to research on the use of customer satisfaction information, marketing accountability, and marketing’s board level relevance. Our research also extends marketing theory by pointing to a previously unexamined role for marketing performance metrics.

Tài liệu tham khảo

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