Claes Fornell

Journal Articles

1. Forrest V. Morgeson, G. Hult, Udit Sharma, Claes Fornell (2023). The American Customer Satisfaction Index (ACSI): A sample dataset and description. Data in Brief.DOI
2. G. Tomas M. Hult, Forrest V. Morgeson, Udit Sharma, Claes Fornell (2022). [Review] Customer satisfaction and international business: A multidisciplinary review and avenues for research. Journal Of International Business Studies, Vol. 530, No. 80.DOI
3. Claes Fornell, F. David, Larcker (2022). the ACSI.
4. Forrest V. Morgeson, G. Tomas M. Hult, Sunil Mithas, Timothy Keiningham, Claes Fornell (2020). Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling-Customer Loyalty Relationship. Journal Of Marketing, Vol. 840, No. 50.DOI
5. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). Defining Customer Satisfaction: A Strategic Company Asset?DOI
6. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). Customer Loyalty: Hey, Stick Around for a While! The Reign of the Customer.DOI
7. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). The Reign of the Customer.DOI
8. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). Satisfied Customers: An Asset Driving Financial Performance.DOI
9. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). Customer Expectations: What Do Your Customers Demand?DOI
10. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). Perceived Value: Is It Really All About Price? The Reign of the Customer.DOI
11. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). Customer Complaints: Learning to Love Your Angry Customers.DOI
12. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). Perceived Quality: Does Performance Matter? The Reign of the Customer.DOI
13. Jonathan Whitaker, M. S. Krishnan, Claes Fornell, Forrest V. Morgeson (2020). How Does Customer Service Offshoring Impact Customer Satisfaction? Journal of Computational Information Systems.DOI
14. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). Your Future: Opportunities for Customer Centricity and Satisfaction. The Reign of the Customer.DOI
15. Claes Fornell, Forrest V. Morgeson, G. Hult, David VanAmburg (2020). ACSI: Is Satisfaction Guaranteed?DOI
16. Claes Fornell, P. Damien, Marcin T. Kacperczyk, M. Wedel (2018). Does Aggregate Buyer Satisfaction affect Household Consumption Growth.
17. G. Tomas M. Hult, Forrest V. Morgeson, Neil A. Morgan, Sunil Mithas, Claes Fornell (2017). Do managers know what their customers think and why? Journal Of The Academy Of Marketing Science, Vol. 450, No. 10.DOI
18. Claes Fornell, Forrest V. Morgeson, T. Hult (2017). Companies that do better by their customers also do better in the stock market.
19. N. Ramasubbu, M. S. Krishnan, Claes Fornell (2017). Effect of Website Characteristics on Consumer Behavior : A Multilevel Analysis.
20. Claes Fornell, Forrest V. Morgeson, G. Tomas M. Hult (2016). Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible. Journal Of Marketing, Vol. 800, No. 50.DOI
21. Sunil Mithas, M. S. Krishnan, Claes Fornell (2016). Information Technology, Customer Satisfaction, and Profit: Theory and Evidence. Information Systems Research, Vol. 270, No. 10.DOI
22. Claes Fornell, Forrest V. Morgeson, G. Hult (2016). An Abnormally Abnormal Intangible: Stock Returns on Customer Satisfaction.DOI
23. Lopo L. Rego, Neil A. Morgan, Claes Fornell (2013). Reexamining the Market Share-Customer Satisfaction Relationship. Journal Of Marketing, Vol. 770, No. 50.DOI
24. Claes Fornell, Roland T. Rust, Marnik G. Dekimpe (2010). The Effect of Customer Satisfaction on Consumer Spending Growth. Journal Of Marketing Research, Vol. 47, No. 10.DOI
25. Claes Fornell, Sunil Mithas, Forrest V. Morgeson (2009). The Economic and Statistical Significance of Stock Returns on Customer Satisfaction. Marketing Science, Vol. 280, No. 50.DOI
26. Claes Fornell, S. Mithas, Forrest V. Morgeson (2009). The statistical significance of portfolio returns.DOI
27. Jonathan Whitaker, M. S. Krishnan, Claes Fornell (2008). Does Offshoring Impact Customer Satisfaction? Americas Conference on Information Systems.DOI
28. Claes Fornell (2007). The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.DOI
29. Sunil Mithas, Narayan Ramasubbu, M. S. Krishnan, Claes Fornell (2006). Designing web sites for customer loyalty across business domains: A multilevel analysis. Journal Of Management Information Systems, Vol. 23, No. 3.DOI
30. Claes Fornell, S. Mithas, Forrest V. Morgeson, M. S. Krishnan (2006). Customer Satisfaction and Stock Prices: High Returns, Low Risk:.DOI
31. Claes Fornell, 刘金兰, 康键, 白寅（2005）. 美国顾客满意度指数. 《管理学报》.
32. S. Mithas, M. S. Krishnan, Claes Fornell (2005). Why Do Customer Relationship Management Applications Affect Customer Satisfaction?DOI
33. E. Anderson, Claes Fornell, Sanal K. Mazvancheryl (2004). Customer Satisfaction and Shareholder Value.DOI
34. Claes Fornell (2003). Boost Stock Performance, Nation's Economy.
35. Sunil Mithas, Narayan Ramasubbu, Mayuram S. Krishnan, Claes Fornell (2003). EFFECT OF WEBSITE CHARACTERISTICS ON CONSUMER LOYALTY: A MULTILEVEL ANALYSIS.
36. E. Anderson, Claes Fornell (2000). The Customer Satisfaction Index as a Leading Indicator.DOI
37. E. Anderson, Claes Fornell (2000). Foundations of the American Customer Satisfaction Index.DOI
38. E. Anderson, Claes Fornell, R. Rust (1997). Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services.DOI
39. Claes Fornell, Michael D. Johnson, E. Anderson, Jaesung Cha, B. Bryant (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings.DOI
40. Michael D. Johnson, G. Nader, Claes Fornell (1996). Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans.DOI
41. Lenard Huff, Claes Fornell, E. Anderson (1996). Quality and Productivity: Contradictory and Complementary.DOI
42. Claes Fornell (1995). The Quality of Economic Output: Empirical Generalizations About Its Distribution and Relationship to Market Share.DOI
43. Michael D. Johnson, E. Anderson, Claes Fornell (1995). Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework.DOI
44. E. Anderson, Claes Fornell, D. Lehmann (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden.DOI
45. E. Anderson, Claes Fornell (1994). A Customer Satisfaction Research Prospectus.DOI
46. Claes Fornell, Michael D. Johnson (1993). Differentiation as a Basis for Explaining Customer Satisfaction across Industries.DOI
47. E. Anderson, Claes Fornell, D. Lehmann (1993). Economic consequences of providing quality and customer satisfaction.
48. Claes Fornell, Youjae Yi (1992). Assumptions of the Two-Step Approach to Latent Variable Modeling.DOI
49. Byong-Duk Rhee, A. Palma, Claes Fornell, Jacques-François Thisse (1992). RESTORING THE PRINCIPLE OF MINIMUM DIFFERENTIATION IN PRODUCT POSITIONING.DOI
50. Claes Fornell (1992). A National Customer Satisfaction Barometer: The Swedish Experience.DOI
51. Michael D. Johnson, D. Lehmann, Claes Fornell, Daniel R. Horne (1992). Attribute abstraction, feature-dimensionality, and the scaling of product similarities.DOI
52. Claes Fornell, Youjae Yi (1992). Assumptions of the Two-Step Approach.DOI
53. W. T. Robinson, Claes Fornell, Mary W. Sullivan (1992). Are market pioneers intrinsically stronger than later entrants.DOI
54. Claes Fornell, Byong-Duk Rhee, Youjae Yi (1991). Direct regression, reverse regression, and covariance structure analysis.DOI
55. Michael D. Johnson, Claes Fornell (1991). A Framework for Comparing Customer Satisfaction across Individuals and Product Categories.DOI
56. Claes Fornell, P. Lorange, J. Roos (1990). The cooperative venture formation process: a latent variable structural modeling approach.DOI
57. D. Denison, Claes Fornell (1990). Modeling Distance Structures in Consumer Research: Scale versus Order in Validity Assessment.DOI
58. Thomas E. Buzas, Claes Fornell, Byong-Duk Rhee (1989). Conditions under which canonical correlation and redundancy maximization produce identical results.DOI
59. G. Zinkhan, Claes Fornell (1989). A Test of the Learning Hierarchy in High- and Low-Involvement Situations.
60. Claes Fornell, R. Rust (1989). Incorporating prior theory in covariance structure analysis: A bayesian approach.DOI
61. R. Bagozzi, Claes Fornell (1989). Consistency Criteria and Unidimensionality: an Attempt At Clarification.
62. Claes Fornell (1988). Thinking about products : a model of consumer cognitive representations.
63. G. Tellis, Claes Fornell (1988). The Relationship between Advertising and Product Quality over the Product Life Cycle: A Contingency Theory.DOI
64. Claes Fornell, Donald W. Barclay, Byong-Duk Rhee (1988). A Model and Simple Iterative Algorithm For Redundancy Analysis. Multivariate Behavioral Research.DOI
65. Claes Fornell, Birger Wernerfelt (1988). A Model for Customer Complaint Management.DOI
66. Michael D. Johnson, Claes Fornell (1987). The Nature and Methodological Implications of the Cognitive Representation of Products.DOI
67. Claes Fornell, Birger Wernerfelt (1987). Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis.DOI
68. W. T. Robinson, Claes Fornell (1985). Sources of Market Pioneer Advantages in Consumer Goods Industries.DOI
69. Claes Fornell (1985). A Second generation of multivariate analysis : classification of methods and implications for marketing research.
70. Claes Fornell (1985). Book Review: Analysis of Messy Data, Volume I: Designed Experiments.DOI
71. Claes Fornell, W. T. Robinson, Birger Wernerfelt (1985). Consumption Experience and Sales Promotion Expenditure.DOI
72. G. Zinkhan, Claes Fornell (1985). A Test of Two Consumer Response Scales in Advertising.DOI
73. Claes Fornell, G. Milliken, Dallas Johnson (1985). Analysis of Messy Data Volume I: Designed Experiments.DOI
74. Claes Fornell, D. Larcker (1984). Misapplications of Simulations in Structural Equation Models: Reply to Acito and Anderson.DOI
75. G. John, Claes Fornell, B. B. Jackson (1984). A Second Generation of Multivariate Analysis: Methods, Volume I@@@A Second Generation of Multivariate Analysis: Measurement and Evaluation, Volume II@@@Multivariate Data Analysis: An Introduction.DOI
76. Claes Fornell, R. Westbrook (1984). The Vicious Circle of Consumer Complaints.DOI
77. Claes Fornell (1983). Issues in the Application of Covariance Structure Analysis: A Comment.DOI
78. Claes Fornell, W. T. Robinson (1983). Industrial Organization and Consumer Satisfaction-Dissatisfaction.DOI
79. Claes Fornell (1982). A New approach to nonlinear structural modeling by use of confirmatory multidimensional scaling.
80. Claes Fornell, F. Bookstein (1982). Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory.DOI
81. Claes Fornell (1982). A second generation of multivariate analysis.
82. Claes Fornell (1981). Problem Analysis: a Consumer‐Based Methodology for the Discovery of New Product Ideas.DOI
83. Claes Fornell, D. Larcker (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error.DOI
84. Claes Fornell (1981). Organizational reaction to consumer voice.
85. Claes Fornell (1981). Increasing the Organizational Influence of Corporate Consumer Affairs Departments.DOI
86. Claes Fornell, D. Larcker (1981). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics.DOI
87. R. Bagozzi, Claes Fornell, D. Larcker (1981). Canonical Correlation Analysis As A Special Case Of A Structural Relations Model. Multivariate Behavioral Research.DOI
88. Claes Fornell (1981). A Comparative analysis of two structural equation models : LISREL and PLS applied to market data.
89. Claes Fornell (1981). The Impact of role strain on the performance of sales people : a multidimensional relationship.
90. Claes Fornell, N. M. Didow (1980). Economic Constraints on Consumer Complaining Behavior.
91. Claes Fornell, D. Larcker (1980). THE USE OF CANONICAL CORRELATION ANALYSIS IN ACCOUNTING RESEARCH.DOI
92. Claes Fornell (1979). External Single-Set Components Analysis Of Multiple Criterion/Multiple Predictor Variables. Multivariate Behavioral Research.DOI
93. Claes Fornell, R. Westbrook (1979). An Exploratory Study of Assertiveness, Aggressiveness, and Consumer Complaining Behavior.
94. Claes Fornell (1979). Corporate consumer affairs departments — In whose interest? A reply to hansen and stauss, Wimmer, Bergström, and Renoux.DOI
95. R. Westbrook, Claes Fornell (1979). Patterns of Information Source usage among Durable Goods Buyers.DOI
96. Claes Fornell (1978). Corporate consumer affairs departments — A communications perspective.DOI
97. Claes Fornell (1978). Problems in the Interpretation of Canonical Analysis: The Case of Power in Distributive Channels.DOI
98. Claes Fornell (1976). Consumer input for marketing decisions: A study of corporate departments for consumer affairs.