Foundations of the American Customer Satisfaction Index

By E. Anderson, Claes Fornell. 2000

598 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Tourism, Leisure and Hospitality Management

View Paper: https://www.semanticscholar.org/paper/c1a6e3e7cfcafed567ce9da7a466e9a249f8c510

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Citations in the corpus

A framework for analysing higher education performance: students' satisfaction, perceived learning outcomes, and dropout intentions (2014, methodology): “This can be done by comparing the indices for each construct over time (Anderson & Fornell, 2000).”
The effects of service quality, image, and customer satisfaction on customer complaints and loyalty in high-speed rail service in Turkey: a proposal of the structural equation model (2017, methodology): “According to the ACSI model, customer complaints are the result of dissatisfaction, and customer satisfaction reduces the number of customer complaints (Fornell et al. 1996; Anderson and Fornell 2000; Chou and Kim2009).”
User acceptance of wireless short messaging services: Deconstructing perceived value (2007, background): “Many marketing academics argue that the quality versus price tradeoffis considered by consumers using a value-for-money perspective (e.g., [ 2 ]).”
A cross-industry comparison of customer satisfaction (2006, methodology): “It has been extensively applied (Fornell et al., 1996; Anderson and Fornell, 2000; Martensen et al., 2000; Dermanov and Eklöf, 2001; Fornell, 2001; Eklöf and Westlund, 2002; Yeung et al., 2002).”
Mindful consumption: a customer-centric approach to sustainability (2011, background): “Power ratings (Denove and Power 2006) and the American Customer Satisfaction Index (Anderson and Fornell 2000; Fornell et al. 1996).”
Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value (2012, unknown): “According to a market economy businesses compete to satisfy customers and economic prosperity is based on increase in customer satisfaction (Anderson and Fornell, 2000). An interesting view given by Anderson and Fornell, (2000) is that suppliers compete for shoppers, but shoppers do not fight for pr”
On the value relevance of customer satisfaction. Multiple drivers and multiple markets (2012, background): “Therefore, investors may use information on customer satisfaction as a heuristic instead of conducting elaborate information searches and analyses each time they make an investment decision (Anderson and Fornell 2000).”
From Finance to Marketing: The Impact of Financial Leverage on Customer Satisfaction (2015, background): “Customer expectations, perceived quality, and perceived value are the main theoretical antecedents of customer satisfaction (Anderson and Fornell 2000; Fornell et al. 1996).”
Analysis of User Satisfaction with Online Education Platforms in China during the COVID-19 Pandemic (2020, methodology): “Under the guidance of Anderson and Fornell [26], America published the American Customer Satisfaction Index (ACSI) on the basis of the SCSB.”