Make more strategic use of customer satisfaction surveys

Katcher, Bruce L.

doi:10.1108/02756660310734893

Cited by 5 publications

(4 citation statements)

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“…(2001); credibility of management, leadership, innovation, brand image, attractiveness in the labor market – Schwarz et al . (2002); innovation, customer satisfaction, productive efficiency – Catasis and Gröjer (2003); and brand development, customer loyalty, investment in training, R&D, intellectual capital – Katcher (2003).…”

Section: Financial Distress Costs: Research Hypothesismentioning

confidence: 99%

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Financial distress cost of Italian small and medium enterprises

Quintiliani

2017

JRF

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Purpose This paper aims to propose a theoretical model designed to predict the likelihood of financial distress of an enterprise and to quantify the damages whenever the financial crisis became full-blown. Design/methodology/approach Coherently with the objectives of the paper, the analysis considers the last seven exercises (period: 1999/2006) of a sample of 25.000 small- and medium-sized enterprises (SMEs) (volume of sales: < 20 mlns; number of employees: < 250) organized in the form of Ltd. The empirical investigation has been affected through the use of BvD database: Aida and Mint Italy. Findings The analysis shows that the ex post costs of financial distress decrease in relation to the company’s increased ability to use intangible assets and in relation to the local roots of the banks (local banks rather than international banking groups). Research limitations/implications The instruments used for this study need to be subjected to more statistical tests to establish a more robust validity and reliability. Replication of this study using larger samples and a broader geographic base (extended at European level) is suggested. Practical implications The timely monitoring of investigated variables allows you to mitigate the costs of exit from the market. Originality/value Following the global financial crisis, this paper sheds new light on the financial distress cost of Italian SMEs.

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Section: Financial Distress Costs: Research Hypothesismentioning

confidence: 99%

“…brand development, customer loyalty, investment in training, R&D, intellectual capital – Katcher (2003).…”

Section: Financial Distress Costs: Research Hypothesismentioning

confidence: 99%

Financial distress cost of Italian small and medium enterprises

Quintiliani

2017

JRF

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“…For the enterprises subject to restructuring, there are some focal aspects (Lenz, 1981;McNair et al,1990;Neely, 1999;Bontisa et al, 1999;Buckmaster, 2000;Unger, 2000;Joia, 2000;Ching and Yang, 2000;Harris and Ogbonna, 2001;Dubrovski, 2001;Hoque et al, 2001;Schwarz et al, 2002;Catasús and Gröjer, 2003;Katcher, 2003;Kumar, 2017): clientele's quality, contractual power with the suppliers, reliability of the plans and sustainability of the investments, R&D investment, process control systems, management skills, credibility of management, brand development, investment in training, after sales, entrepreneurship and management experience, business continuity, and governance. Such data have been picked after an access to BvD databases.…”

Section: Regardless Of the Country Of Origin Of The Firm Financial Dmentioning

confidence: 99%

Expected cost of financial distress in small and medium-sized enterprises (SMEs): A German-Italian comparison

Quintiliani¹

2018

Afr. J. Bus. Manage.

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This study aims to identify a number of qualitative and quantitative elements that affect financial distress costs between Italian and German small and medium-sized enterprises (SMEs). We propose a model that interprets "expected costs" as the product between "expected financial distress likelihood" and "total amount of financial distress costs due to insolvency". The model is estimated using panel data methodology on samples from two European countries (Italy and Germany). The results indicate that expected costs depend on the use of derivative financial instruments, use of intangible assets and the relation with local banks (small local banks rather than large banking groups); in particular, the results obtained from crosscountry comparison shows that German SMEs (or Mittelstand companies) have characteristics that limit financial distress costs. It should be emphasized that the present work limits its field of investigation to a few variables without fully addressing other elements of uncertainty which may adversely affect the expected cost of financial distress in SMEs. This work will be useful to stimulate debate on policies to support SMEs. The originality of this study is to focus on determinants of financial distress in SMEs using panel data methodology.

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“…The reason for choosing top managers was that they have the authority to make strategic decisions. Katcher (2003) stated that this situation has a positive effect on the success of the survey. The team had been trained in customer satisfaction and questionnaire design.…”

Section: The Satisfaction Study Processmentioning

confidence: 99%