作者：潘飞 张川
摘要/Abstract
非财务指标是否能提供增量信息，综合业绩指标体系是否适合我国企业，是我国理论与实务界普遍关心的问题。虽然大多数会计学者认为应在我国企业中建立包含非财务指标的综合业绩评价体系，但缺乏实证研究的依据。本文以76家国有企业为样本，系统分析了非财务指标客户满意度与企业财务业绩的相关关系，为我国企业建立综合业绩评价体系找到了实证依据。研究表明，客户满意度高的企业具有更高的盈利能力；从客户满意度提高带来的两方面作用来看，企业更可能是通过提高单位产品的利润率来提高盈利能力，而不是通过增加销售来提高盈利能力；非财务指标客户满意度不仅对企业未来的财务业绩有预测作用，而且对企业未来的财务业绩的变化有预测作用。
A growing number of accounting theoreticians believed that nonfinancial measures can provide incremental information, and a comprehensive performance measure system should be applied to Chinese enterprises. However, little empirical evidence is available on the behavior of nonfinancial measures. Using 2 year data from 78 state owned enterprises, this study provides evidence on the relationship between nonfinancial measures and financial performance. The results indicate that nonfinancial measure, customer satisfaction, is significantly associated with contemporary and future financial performance. Furthermore , high level customer satisfaction enterprises get higher profitability by increasing unit profit other than enlarging sales.