Corporate Governance and Customer Satisfaction
Zhe Zhang, Xiaoling Lu, Yuzhu (Julia) Li

Abstract
Customer satisfaction is one of the most important aspects of firm performance. Although extant research has explored various antecedents to customer satisfaction, no research has investigated whether corporate governance affects customer satisfaction. This paper is the first empirical study that explores the relationships between board composition and customer satisfaction. Using secondary data of 163 public firms, we find that CEO duality is associated with low customer satisfaction. However, we do not find a significant association of the percentage of outside directors to customer satisfaction.

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