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Information technology, customer satisfaction, and profit : theory and evidence

Mithas, Sunil; Krishnan, Mayuram S.; Fornell, Claes - In: Information systems research : ISR 27 (2016) 1, pp. 166-181

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The Reign of the Customer : Customer-Centric Approaches to Improving Satisfaction

Fornell, Claes; Morgeson III, Forrest V.; Hult, G. Tomas M. - 2020 - 1st ed. 2020.

1. Defining Customer Satisfaction: A Strategic Company Asset? -- 2. Customer Expectations: What Do Your Customers Demand? -- 3. Perceived Quality: Does Performance Matter? -- 4. Perceived Value: Is It Really All About Price? -- 5. ACSI: Is Satisfaction Guaranteed? -- 6. Customer Complaints:...

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Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship

Morgeson, Forrest V., III.; Hult, G. Tomas M.; Mithas, Sunil - In: Journal of marketing 84 (2020) 5, pp. 79-99

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Stock returns on customer satisfaction do beat the market : gauging the effectof a marketing intangible

Fornell, Claes; Morgeson, Forrest V., III.; Hult, G. … - In: Journal of marketing 80 (2016) 5, pp. 92-107

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An abnormally abnormal intangible : stock returns on customer satisfaction

Fornell, Claes; Morgeson, Forrest V., III.; Hult, G. … - In: Journal of marketing 80 (2016) 5, pp. 122-125

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Do managers know what their customers think and why?

Hult, G. Tomas M.; Morgeson, Forrest V., III.; Morgan, … - In: Journal of the Academy of Marketing Science 45 (2017) 1, pp. 37-54

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Restoring the principle of minimum differentiation in product positioning.

RHEE, Byong-Duk; DE PALMA, André; FORNELL, Claes; … - Center for Operations Research and Econometrics (CORE), …

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Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans

Johnson, Michael D.; Nader, Georg; Fornell, Claes - In: Journal of Economic Psychology 17 (1996) 2, pp. 163-182

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A framework for comparing customer satisfaction across individuals and product categories

Johnson, Michael D.; Fornell, Claes - In: Journal of Economic Psychology 12 (1991) 2, pp. 267-286

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Incorporating prior theory in covariance structure analysis: A bayesian approach

Fornell, Claes; Rust, Roland - In: Psychometrika 54 (1989) 2, pp. 249-259

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