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Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services

Anderson, Eugene W.; Fornell, Claes; Rust, Roland T. - In: Marketing Science 16 (1997) 2, pp. 129-145

There is widespread belief that firms should pursue superiority in both customer satisfaction and productivity. However, there is reason to believe these two goals are not always compatible. If a firm improves productivity by “downsizing,” it may achieve an increase in productivity in the...

Persistent link: https://www.econbiz.de/10008787696

Economic consequences of providing quality and customer satisfaction

Anderson, Eugene W.; Fornell, Claes; Lehmann, Donald R. - 1993

Persistent link: https://www.econbiz.de/10004197354

Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework

Johnson, Michael D.; Anderson, Eugene W.; Fornell, Claes - In: Journal of consumer research : JCR ; an … 21 (1995) 4, pp. 695-707

Persistent link: https://www.econbiz.de/10006681653

Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services

Anderson, Eugene W.; Fornell, Claes; Rust, Roland T. - In: Marketing science : the marketing journal of the … 16 (1997) 2, pp. 129-145

Persistent link: https://www.econbiz.de/10006923278

Foundations of the American Customer Satisfaction Index

Anderson, Eugene W.; Fornell, Claes - In: Total quality management 11 (2000) 7, pp. 869-882

Persistent link: https://www.econbiz.de/10007178175

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

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

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

Economic consequences of providing quality and customer satisfaction : working paper

Anderson, Eugene W. - 1993

Persistent link: https://www.econbiz.de/10013409698