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Private equity investments and their influence on retail customer satisfaction: a customer review-based analysis
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| 1.13 MB | Adobe PDF |
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Orientador(es)
Resumo(s)
While the impact of private equity investments on operational management is well known, their
influence on customer satisfaction remains less clear. This research extends the existing
literature by analyzing over 300,000 customer reviews to investigate how customer satisfaction
of retailers changes after transactions involving private equity funds. The results indicate that
completed transactions involving private equity funds are initially associated with a decline in
customer satisfaction in the 12 months immediately following the transaction. However,
analyzing the long term effects beyond the first year shows an increase in customer satisfaction
compared to the levels observed prior to the transaction.
Descrição
Palavras-chave
Private equity Sentiment analysis Customer satisfaction Web scraping Trustpilot