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The American Customer Satisfaction Index: Nature, Purpose, and Findings
Fornell, Claes; Johnson, Michael D.; Anderson, Eugene W.; … - In: Journal of marketing 60 (1996) 4, pp. 7-18
Persistent link: https://www.econbiz.de/10005991252
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Reexamining the market share-customer satisfaction relationship
Rego, Lopo L.; Morgan, Neil A.; Fornell, Claes - In: Journal of marketing 77 (2013) 5, pp. 1-20
Persistent link: https://www.econbiz.de/10009793115
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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
Persistent link: https://www.econbiz.de/10012271494
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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
Persistent link: https://www.econbiz.de/10011591206
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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
Persistent link: https://www.econbiz.de/10011591216
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Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
Mithas, Sunil; Krishnan, M.S.; Fornell, Claes - In: Journal of marketing 69 (2005) 4, pp. 201-209
Persistent link: https://www.econbiz.de/10005920853
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Customer Satisfaction and Shareholder Value
Anderson, Eugene W.; Fornell, Claes; Mazvancheryl, Sanal K. - In: Journal of marketing 68 (2004) 4, pp. 172-185
Persistent link: https://www.econbiz.de/10005925198
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Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
Anderson, Eugene W.; Fornell, Claes; Lehmann, Donald R. - In: Journal of marketing 58 (1994) 3, pp. 53-66
Persistent link: https://www.econbiz.de/10006002303
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Customer Satisfaction and Stock Prices: High Returns, Low Risk
Fornell, Claes; Mithas, Sunil; Morgeson, Forrest V.; … - In: Journal of marketing 70 (2006) 1, pp. 3-14
Persistent link: https://www.econbiz.de/10005918558
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The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
Gustafsson, Anders; Johnson, Michael D.; Roos, Inger - In: Journal of marketing 69 (2005) 4, pp. 210-218
Persistent link: https://www.econbiz.de/10005920852