Publication Type
Journal Article
Version
acceptedVersion
Publication Date
1-2021
Abstract
Purpose: The needs of CMOs to utilize a firm's data productively in order to support decision-making combined with the reported benefits of enterprise feedback management solutions has resulted in a rapid rise in usage and valuation of EFM providers. The explicit promise of EFM providers is improved financial performance, whereas there is no scientific research investigating this link. To investigate the link between EFM usage and financial performance is core of this research. Design/methodology/approach: To gain insight into this link survey data from 127 US-based firms on their usage of EFM platforms was linked to their stock market performance over several years. Findings: This research did not find any significant positive relationships between different aspects of EFM usage investigated and stock returns. It is important to note that these results should not be taken as validation that EFM systems do not result in positive financial outcomes for firms. It may be that superior market performance as measured through stock returns is difficult to observe through a cross-sectional analysis. Instead these results indicate that superior market performance as measured through stock market performance is not an obvious, generalizable outcome for firms that have adopted EFM systems. Originality/value: EFM has rapidly grown across many consumer facing industries, with EFM platform providers receiving very high market valuations on relatively small revenue streams. This is one of the first scientific papers to study the usage and impact of these EFM systems.
Keywords
EFM, Enterprise feedback management, Closed loop systems, Customer surveys
Discipline
Management Information Systems | Marketing | Sales and Merchandising
Research Areas
Marketing
Publication
Journal of Service Management
Volume
32
Issue
1
First Page
53
Last Page
69
ISSN
1757-5818
Identifier
10.1108/JOSM-03-2020-0070
Publisher
Emerald
Citation
AKSOY, Lerzan; BENOIT, Sabine; JOAG, Shreekant G.; KANDAMPULLY, Jay; KEININGHAM, Timothy Lee; and YAN, An L..
Enterprise feedback management (EFM): What lies beyond the hype?. (2021). Journal of Service Management. 32, (1), 53-69.
Available at: https://ink.library.smu.edu.sg/lkcsb_research/7579
Copyright Owner and License
Authors-CC-BY-NC
Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.
Additional URL
https://doi.org/10.1108/JOSM-03-2020-0070
Included in
Management Information Systems Commons, Marketing Commons, Sales and Merchandising Commons