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Stock market reactions to customer service changes |
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| Authors: | Praveen R. Nayyar |
| Abstract: | Stock market reactions to a sample of customer service changes reported during 1981-91 were investigated. Customer service increases (decreases) were positively (negatively) valued. Stock market reactions varied depending on specific customer service actions and, therefore, on the four customer service objectives pursued. |
| Keywords: | Customer service competitive strategy competitive actions |