Session 8 Service quality, Customer satisfaction, Loyalty

[1-8-01] Economic implications of customer satisfaction: Evidence from firm-level panel data

Takayuki Ishikawa¹, Kazuma Edamura², Miho Takizawa³, *Daisuke Miyakawa⁴, Tsutomu Miyagawa⁵ (1. Graduate school of Economics, Hitotsubashi University, 2. Productivity Research Center, Japan Productivity Center, 3. Faculty of Economics, Toyo University, 4. Graduate School of International Corporate Strategy, Hitotsubashi University, 5. Faculty of Economics, Gakushuin University)

Keywords:Customer satisfaction, Productivity, Panel estimation