Claes Fornell

Business, Management and Accounting · Social Sciences

58h-index187.5kcitations140works0.02yr avg
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Research Topics

Customer Service Quality and Loyalty(70), Consumer Retail Behavior Studies(30), Consumer Market Behavior and Pricing(16), Consumer Behavior in Brand Consumption and Identification(14), Technology Adoption and User Behaviour(11)

Publications140 total

The American Customer Satisfaction Index (ACSI): A sample dataset and description
Data in Brief·2023· 34 citedOpen Access
Customer satisfaction and international business: A multidisciplinary review and avenues for research
Journal of International Business Studies·2022· 28 cited
Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship
Journal of Marketing·2020· 107 cited
The Reign of the Customer: Customer-Centric Approaches to Improving Satisfaction
2020· 9 cited
Customer Complaints: Learning to Love Your Angry Customers
2020· 3 cited
Customer Loyalty: Hey, Stick Around for a While!
2020
The Reign of the Customer
2020· 16 cited
Your Future: Opportunities for Customer Centricity and Satisfaction
2020
ACSI: Is Satisfaction Guaranteed?
2020· 2 cited
Perceived Quality: Does Performance Matter?
2020
Defining Customer Satisfaction: A Strategic Company Asset?
2020· 8 cited
Perceived Value: Is It Really All About Price?
2020· 2 cited
Customer Expectations: What Do Your Customers Demand?
2020· 5 cited
Satisfied Customers: An Asset Driving Financial Performance
2020· 2 cited
How Does Customer Service Offshoring Impact Customer Satisfaction?
Journal of Computer Information Systems·2019· 9 cited
Does Aggregate Buyer Satisfaction affect Household Consumption Growth
RePEc: Research Papers in Economics·2018
Companies that do better by their customers also do better in the stock market
2017
An Abnormally Abnormal Intangible: Stock Returns on Customer Satisfaction
Journal of Marketing·2016· 20 cited
Do managers know what their customers think and why?
Journal of the Academy of Marketing Science·2016· 182 cited
Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible
Journal of Marketing·2016· 162 cited
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Frequent Co-authors

Eugene W. Anderson(9), Sunil Mithas(7), Forrest V. Morgeson(6), David F. Larcker(5), Michael D. Johnson(5), Mayuram S. Krishnan(4), William T. Robinson(4), Robert A. Westbrook(4), Birger Wernerfelt(3), G. Tomas M. Hult(3), Donald R. Lehmann(2), Jaesung Cha(2), Barbara Everitt Bryant(2), Fred L. Bookstein(2), Roland T. Rust(2), Neil A. Morgan(2), Sanal K. Mazvancheryl(1), Michael D. Johnson(1), Mary W. Sullivan(1), Marnik G. Dekimpe(1)