Version 1.0, October 2026. 98 constructs in 18 families across 7 eras, with 18 imported theories below. Selecting a cell reveals its family, era, block, tier, and anchor works, each anchoring reference linking to the publisher’s page. Explore the 18 Family Deep Dives for granular sub-tables, or visit Resources to use the four interactive analytical tools.
Each cell: number, influence pips, block code, then symbol, construct, and anchor works
open frontier position
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Detached series · Theories imported from adjacent fields, each set near the families it feeds
Series
T
Imported Theories
64OUT
Sv
Satisfaction and Firm Value
Family
9. Satisfaction and Loyalty (IV · Customer and Brand Assets)
Era
Period 5: Assets and Accountability, 2000s
Block
OUT · Outputs: performance
Tier
Landmark
Cell card
Description
Anderson, Fornell, and Mazvancheryl showed that customer satisfaction is associated with shareholder value measured by Tobin's q, and Fornell et al. showed that portfolios of high-satisfaction firms earn excess stock returns at lower risk.
Managerial Implications
Customer satisfaction predicts shareholder value, through higher cash flows and lower risk, and portfolios of high-satisfaction firms have outperformed the market. This gives managers a financial argument for satisfaction investment and a warning: satisfaction declines foreshadow financial declines. Report satisfaction alongside financial metrics, understand the lag between the two in your business, and treat satisfaction as a leading indicator in planning.
How to read. Down a column follows one research stream through time. Across a row shows what the field studied in an era. Color marks the strategy domain, after Morgan et al. (2019). Pips give an influence tier. Numbers run by era, then family. Placements, anchors, and tiers are editorial judgments, and anchors are entry points rather than a complete record of any stream. Anyone who uses or adapts this table is responsible for verifying its contents against the original works.
