Claes Fornell
Claes Fornell
Chairman and Founder, American Customer Satisfaction Index
Bestätigte E-Mail-Adresse bei umich.edu - Startseite
Titel
Zitiert von
Zitiert von
Jahr
Evaluating structural equation models with unobservable variables and measurement error
C Fornell, DF Larcker
Journal of marketing research 18 (1), 39-50, 1981
686591981
A national customer satisfaction barometer: The Swedish experience
C Fornell
Journal of marketing 56 (1), 6-21, 1992
98811992
Customer satisfaction, market share, and profitability: Findings from Sweden
EW Anderson, C Fornell, DR Lehmann
Journal of marketing 58 (3), 53-66, 1994
96481994
Structural equation models with unobservable variables and measurement error: Algebra and statistics
C Fornell, DF Larcker
Journal of marketing research 18 (3), 382-388, 1981
84601981
The American customer satisfaction index: nature, purpose, and findings
C Fornell, MD Johnson, EW Anderson, J Cha, BE Bryant
Journal of marketing 60 (4), 7-18, 1996
67901996
Two structural equation models: LISREL and PLS applied to consumer exit-voice theory
C Fornell, FL Bookstein
Journal of Marketing research 19 (4), 440-452, 1982
48751982
Partial least squares
C Fornell
Advanced methods of marketing research, 1994
40681994
Customer satisfaction, productivity, and profitability: Differences between goods and services
EW Anderson, C Fornell, RT Rust
Marketing science 16 (2), 129-145, 1997
21101997
Defensive marketing strategy by customer complaint management: a theoretical analysis
C Fornell, B Wernerfelt
Journal of Marketing research 24 (4), 337-346, 1987
20851987
A second generation of multivariate analysis. 2. Measurement and evaluation
C Fornell
Praeger Publishers, 1982
1851*1982
Customer satisfaction and shareholder value
EW Anderson, C Fornell, SK Mazvancheryl
Journal of marketing 68 (4), 172-185, 2004
18452004
A framework for comparing customer satisfaction across individuals and product categories
MD Johnson, C Fornell
Journal of economic psychology 12 (2), 267-286, 1991
14251991
Customer satisfaction and stock prices: High returns, low risk
C Fornell, S Mithas, FV Morgeson III, MS Krishnan
Journal of marketing 70 (1), 3-14, 2006
11222006
A customer satisfaction research prospectus
EW Anderson, C Fornell
Service quality: New directions in theory and practice 14 (1), 239-266, 1994
10361994
Why do customer relationship management applications affect customer satisfaction?
S Mithas, MS Krishnan, C Fornell
Journal of Marketing 69 (4), 201-209, 2005
9922005
Sources of market pioneer advantages in consumer goods industries
WT Robinson, C Fornell
Journal of Marketing Research 22 (3), 305-317, 1985
9441985
Rational and adaptive performance expectations in a customer satisfaction framework
MD Johnson, EW Anderson, C Fornell
Journal of consumer research 21 (4), 695-707, 1995
9091995
Foundations of the American customer satisfaction index
EW Anderson, C Fornell
Total quality management 11 (7), 869-882, 2000
9012000
Theoretical concepts, measurements, and meaning
RP Bagozzi, C Fornell
A second generation of multivariate analysis 2 (2), 5-23, 1982
7481982
A model for customer complaint management
C Fornell, B Wernerfelt
Marketing Science 7 (3), 287-298, 1988
5921988
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