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

Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg

1st ed. 2020., 2020

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An investigation of the cross-national determinants of customer satisfaction

Journal of the Academy of Marketing Science, 2011-04, Vol.39 (2), p.198-215

2011

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Partisan bias and citizen satisfaction, confidence, and trust in the U.S. Federal Government

Public management review, 2022-12, Vol.24 (12), p.1933-1956

2022

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Customer satisfaction and international business: A multidisciplinary review and avenues for research

Journal of international business studies, 2022-10, Vol.53 (8), p.1695-1733

2022

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Weathering the crash: Do customer-company relationships pay off during economic crises?

Journal of the Academy of Marketing Science, 2024-03, Vol.52 (2), p.489-511

2024

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The American Customer Satisfaction Index (ACSI): A sample dataset and description

Data in brief, 2023-06, Vol.48, p.109123-109123, Article 109123

2023

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Does E-Government Measure Up to E-Business? Comparing End User Perceptions of U.S. Federal Government and E-Business Web Sites

Public administration review, 2009-07, Vol.69 (4), p.740-752

2009

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Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible

Journal of marketing, 2016-09, Vol.80 (5), p.92-107

2016

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Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship

Journal of marketing, 2020-09, Vol.84 (5), p.79-99

2020

Volltextzugriff (PDF)

Do managers know what their customers think and why?

Journal of the Academy of Marketing Science, 2017, Vol.45 (1), p.37-54

2017

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Customer Satisfaction and Stock Prices: High Returns, Low Risk

Journal of marketing, 2006-01, Vol.70 (1), p.3-14

2006

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Modeling Heterogeneity in the Satisfaction, Loyalty Intention, and Shareholder Value Linkage: A Cross-Industry Analysis at the Customer and Firm Levels

Journal of marketing research, 2016-02, Vol.53 (1), p.91-109

2016

Volltextzugriff (PDF)

Service Failure Severity, Customer Satisfaction, and Market Share: An Examination of the Airline Industry

Journal of service research : JSR, 2014-11, Vol.17 (4), p.415-431

2014

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Expectations, Disconfirmation, and Citizen Satisfaction with the US Federal Government: Testing and Expanding the Model

Journal of public administration research and theory, 2013-04, Vol.23 (2), p.289-305

Morgeson, Forrest V.

2013

Volltextzugriff (PDF)

Cross-National Differences in Consumer Satisfaction: Mobile Services in Emerging and Developed Markets

Journal of international marketing (East Lansing, Mich.), 2015-06, Vol.23 (2), p.1-24

2015

Volltextzugriff (PDF)

An Abnormally Abnormal Intangible: Stock Returns on Customer Satisfaction

Journal of marketing, 2016-09, Vol.80 (5), p.122-125

2016

Volltextzugriff (PDF)

Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination

Journal of service research : JSR, 2023-12

2023

Volltextzugriff (PDF)

Commentary--The Economic and Statistical Significance of Stock Returns on Customer Satisfaction

Marketing science (Providence, R.I.), 2009-09, Vol.28 (5), p.820-825

2009

Volltextzugriff (PDF)

The Economic and Statistical Significance of Stock Returns on Customer Satisfaction

Marketing science (Providence, R.I.), 2009-09, Vol.28 (5), p.820-825

2009

Volltextzugriff (PDF)

Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?

Journal of retailing, 2019-03, Vol.95 (1), p.10-23

2019

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Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship

Journal of public administration research and theory, 2011-04, Vol.21 (2), p.257-283

2011

Volltextzugriff (PDF)

Sustainable international business model innovations for a globalizing circular economy: a review and synthesis, integrative framework, and opportunities for future research

Journal of international business studies, 2023-10

2023

Volltextzugriff (PDF)

An empirical and comparative analysis of E-government performance measurement models: Model selection via explanation, prediction, and parsimony

Government information quarterly, 2018-10, Vol.35 (4), p.515-535

2018

Volltextzugriff (PDF)

Do they all perform alike? An examination of perceived performance, citizen satisfaction and trust with US federal agencies

International review of administrative sciences, 2011-09, Vol.77 (3), p.451-479

2011

Volltextzugriff (PDF)

Customer Satisfaction and Stock Prices: High Returns, Low Risk

Journal of marketing, 2006-01, Vol.70 (1), p.3-14

2006

Volltextzugriff (PDF)

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

An investigation of the cross-national determinants of customer satisfaction

Partisan bias and citizen satisfaction, confidence, and trust in the U.S. Federal Government

Customer satisfaction and international business: A multidisciplinary review and avenues for research

Weathering the crash: Do customer-company relationships pay off during economic crises?

The American Customer Satisfaction Index (ACSI): A sample dataset and description

Does E-Government Measure Up to E-Business? Comparing End User Perceptions of U.S. Federal Government and E-Business Web Sites

Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible

Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship

Do managers know what their customers think and why?

Customer Satisfaction and Stock Prices: High Returns, Low Risk

Modeling Heterogeneity in the Satisfaction, Loyalty Intention, and Shareholder Value Linkage: A Cross-Industry Analysis at the Customer and Firm Levels

Service Failure Severity, Customer Satisfaction, and Market Share: An Examination of the Airline Industry

Expectations, Disconfirmation, and Citizen Satisfaction with the US Federal Government: Testing and Expanding the Model

Cross-National Differences in Consumer Satisfaction: Mobile Services in Emerging and Developed Markets

An Abnormally Abnormal Intangible: Stock Returns on Customer Satisfaction

Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination

Commentary--The Economic and Statistical Significance of Stock Returns on Customer Satisfaction

The Economic and Statistical Significance of Stock Returns on Customer Satisfaction

Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?

Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship

Sustainable international business model innovations for a globalizing circular economy: a review and synthesis, integrative framework, and opportunities for future research

An empirical and comparative analysis of E-government performance measurement models: Model selection via explanation, prediction, and parsimony

Do they all perform alike? An examination of perceived performance, citizen satisfaction and trust with US federal agencies

Customer Satisfaction and Stock Prices: High Returns, Low Risk

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