Evidence from research also uncovered positive associations.
Rust, Subramanian, and Wells(1992) documented the favorable financial impact of complaint recovery systems.
Nelson et al.(1992) found a significant and and positive relationship between patient satisfaction and hospital profitability. In their study, specific dimensions of hospital service quality, such as billing and discharge processes, explained 17 to 27 percent of the variance in financial measures such as hospital earnings, net revenues,
and ROA. Extending the definition of financial performance to include stock returns, Aaker and Jacobson