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Claes Fornell · Study
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Author
Claes Fornell
60 works
· latest 2023
· 4 institutions
cluster: provisional
Works
60 shown
The American Customer Satisfaction Index (ACSI): A sample dataset and description
Data in Brief
·
2023
·
4 authors
·
other
·
Open access
44
citations
Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship
Journal of Marketing
·
2020
·
4 authors
120
citations
How Does Customer Service Offshoring Impact Customer Satisfaction?
Journal of Computer Information Systems
·
2019
·
4 authors
·
Open access
28
citations
Do managers know what their customers think and why?
Journal of the Academy of Marketing Science
·
2016
·
5 authors
187
citations
Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible
Journal of Marketing
·
2016
·
3 authors
170
citations
Research Note—Information Technology, Customer Satisfaction, and Profit: Theory and Evidence
Information Systems Research
·
2016
·
3 authors
60
citations
Reexamining the Market Share–Customer Satisfaction Relationship
Journal of Marketing
·
2013
·
3 authors
239
citations
The Customer Satisfaction Index as a Leading Indicator
Sage eBooks
·
2012
·
2 authors
·
chapter
73
citations
The Effect of Customer Satisfaction on Consumer Spending Growth
Journal of Marketing Research
·
2010
·
3 authors
268
citations
Commentary—The Economic and Statistical Significance of Stock Returns on Customer Satisfaction
Marketing Science
·
2009
·
3 authors
79
citations
The statistical significance of portfolio returns
International Journal of Research in Marketing
·
2009
·
3 authors
31
citations
Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel Analysis
Journal of Management Information Systems
·
2006
·
4 authors
·
Open access
188
citations
Customer Satisfaction and Stock Prices: High Returns, Low Risk
Journal of Marketing
·
2006
·
4 authors
351
citations
Customer Satisfaction and Stock Prices: High Returns, Low Risk
Journal of Marketing
·
2005
·
4 authors
735
citations
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
Journal of Marketing
·
2005
·
3 authors
776
citations
Customer Satisfaction and Shareholder Value
Journal of Marketing
·
2004
·
3 authors
1,336
citations
American Customer Satisfaction Index, 1994
ICPSR Data Holdings
·
2004
·
1 author
·
dataset
·
Open access
63
citations
Foundations of the American Customer Satisfaction Index
Total Quality Management
·
2000
·
2 authors
553
citations
Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
Marketing Science
·
1997
·
3 authors
1,380
citations
The American Customer Satisfaction Index: Nature, Purpose, and Findings
Journal of Marketing
·
1996
·
5 authors
4,733
citations
Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans
Journal of Economic Psychology
·
1996
·
3 authors
153
citations
Quality and Productivity: ContradictoryandComplementary
Quality Management Journal
·
1996
·
3 authors
57
citations
The Quality of Economic Output: Empirical Generalizations About Its Distribution and Relationship to Market Share
Marketing Science
·
1995
·
1 author
136
citations
Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
Journal of Consumer Research
·
1995
·
3 authors
588
citations
Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
Springer eBooks
·
1994
·
3 authors
·
chapter
4,531
citations
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
Journal of Marketing
·
1994
·
3 authors
2,306
citations
A Customer Satisfaction Research Prospectus
Sage eBooks
·
1994
·
2 authors
·
chapter
493
citations
Differentiation as a basis for explaining customer satisfaction across industries
Journal of Economic Psychology
·
1993
·
2 authors
·
Open access
60
citations
Are market pioneers intrinsically stronger than later entrants?
Strategic Management Journal
·
1992
·
2 authors
316
citations
RESTORING THE PRINCIPLE OF MINIMUM DIFFERENTIATION IN PRODUCT POSITIONING
Journal of Economics & Management Strategy
·
1992
·
4 authors
·
Open access
35
citations
Attribute abstraction, feature-dimensionality, and the scaling of product similarities
International Journal of Research in Marketing
·
1992
·
4 authors
36
citations
Assumptions of the Two-Step Approach to Latent Variable Modeling
Sociological Methods & Research
·
1992
·
2 authors
·
Open access
178
citations
A National Customer Satisfaction Barometer: The Swedish Experience
Journal of Marketing
·
1992
·
1 author
5,637
citations
Direct regression, reverse regression, and covariance structure analysis
Marketing Letters
·
1991
·
3 authors
·
Open access
58
citations
A framework for comparing customer satisfaction across individuals and product categories
Journal of Economic Psychology
·
1991
·
2 authors
·
Open access
897
citations
The Cooperative Venture Formation Process: A Latent Variable Structural Modeling Approach
Management Science
·
1990
·
3 authors
218
citations
A Test of the Learning Hierarchy in High- and Low-Involvement Situations
ACR North American Advances
·
1989
·
2 authors
26
citations
A Model for Customer Complaint Management
Marketing Science
·
1988
·
2 authors
354
citations
The Relationship between Advertising and Product Quality over the Product Life Cycle: A Contingency Theory
Journal of Marketing Research
·
1988
·
2 authors
142
citations
The Relationship between Advertising and Product Quality over the Product Life Cycle: A Contingency Theory
Journal of Marketing Research
·
1988
·
2 authors
62
citations
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Journal of Marketing Research
·
1987
·
2 authors
1,394
citations
The Nature and Methodological Implications of the Cognitive Representation of Products
Journal of Consumer Research
·
1987
·
2 authors
104
citations
Analysis of Messy Data, Volume I: Designed Experiments
Journal of Marketing Research
·
1985
·
3 authors
62
citations
A Test of Two Consumer Response Scales in Advertising
Journal of Marketing Research
·
1985
·
2 authors
29
citations
Consumption Experience and Sales Promotion Expenditure
Management Science
·
1985
·
2 authors
69
citations
Sources of Market Pioneer Advantages in Consumer Goods Industries
Journal of Marketing Research
·
1985
·
1 author
630
citations
The Vicious Circle of Consumer Complaints
Journal of Marketing
·
1984
·
2 authors
175
citations
Issues in the Application of Covariance Structure Analysis: A Comment
Journal of Consumer Research
·
1983
·
1 author
321
citations
Industrial Organization and Consumer Satisfaction/Dissatisfaction
Journal of Consumer Research
·
1983
·
1 author
109
citations
Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory
Journal of Marketing Research
·
1982
·
2 authors
3,367
citations
Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory
Journal of Marketing Research
·
1982
·
2 authors
2,313
citations
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics
Journal of Marketing Research
·
1981
·
2 authors
13,274
citations
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics
Journal of Marketing Research
·
1981
·
2 authors
9,798
citations
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Journal of Marketing Research
·
1981
·
2 authors
108,884
citations
A Comparative analysis of two structural equation models : LISREL and PLS applied to market data
Deep Blue (University of Michigan)
·
1981
·
1 author
·
report
218
citations
Economic Constraints on Consumer Complaining Behavior
ACR North American Advances
·
1980
·
2 authors
43
citations
Patterns of Information Source Usage among Durable Goods Buyers
Journal of Marketing Research
·
1979
·
2 authors
144
citations
An Exploratory Study of Assertiveness, Aggressiveness, and Consumer Complaining Behavior
ACR North American Advances
·
1979
·
2 authors
91
citations
Corporate consumer affairs departments — A communications perspective
Journal of Consumer Policy
·
1978
·
1 author
19
citations
Consumer input for marketing decisions: A study of corporate departments for consumer affairs
·
1976
·
1 author
·
book
41
citations