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中文摘要：
顾客满意对企业绩效的影响作用一直是研究者和管理者关注的焦点．随着市场竞争的加剧，越来越多的国内外企业制订了顾客满意战略以提高企业绩效．如果不能对顾客满意度增加企业绩效的机制进行深刻的把握，企业就难以制定出准确的营销战略导向和营销资源分配方案．本研究采用中国部分制造业上市公司为研究样本，建立顾客满意度与企业股东价值之间的多层线形模型，探讨了顾客满意度对企业股东价值的影响关系，以及在这个过程中行业特征和企业特征所发生的具体作用．研究结果表明顾客满意对企业股东价值的形成具有显著的正向作用，研究还分解出在企业股东价值形成的过程中企业特征和行业特征发挥的作用比例，同时证明了行业特征对顾客满意与股东价值之间关系的调节作用．
英文摘要：
The relationship between customer satisfaction and corporation performance is one of the most important research focuses of management scholars. With the higher intensity of competing,more and more companies conduct customer satisfaction projects to improve their performance. If they can＇ t measure the effect of these projects accurately, they could not distribute the marketing resource efficiently. In this article, we developed a theoretical framework that specifies how customer satisfaction influenced their financial performance. We collected panel data from the Chinese Customer Satisfaction Index （CCSI） and Chinese Public Corporations, and constructed a basic model and a HLM model to testify the relationship between customer satisfaction and corporation performance. Empirically, we found the positive association between the two variables. We also figured out the significant variation across different industries of the association.
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Is it simply a matter of managerial competence? Interpreting Chinese executives' perceptions of cris
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