C
Claes Fornell
Researcher at University of Michigan
Publications - 89
Citations - 97144
Claes Fornell is an academic researcher from University of Michigan. The author has contributed to research in topics: Customer satisfaction & Customer retention. The author has an hindex of 46, co-authored 86 publications receiving 92175 citations. Previous affiliations of Claes Fornell include Katholieke Universiteit Leuven & Northwestern University.
Papers
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Journal ArticleDOI
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
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Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics:
Claes Fornell,David F. Larcker +1 more
TL;DR: The convergence and differentiation criteria, as applied by Bagozzi, are shown not to stand up under mathematical or differentiation criteria.
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Customer satisfaction, market share, and profitability: Findings from Sweden.
TL;DR: In this paper, the authors question the economic benefits of improving customer satisfaction and question whether there are economic benefits to improving quality and customer satisfaction, and they also question the link between quality and satisfaction.
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A National Customer Satisfaction Barometer: The Swedish Experience:
TL;DR: Swedish companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level as mentioned in this paper. And the annual Customer Satisfaction Baro...
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The American Customer Satisfaction Index: Nature, Purpose, and Findings
TL;DR: The American Customer Satisfaction Index (ACSI) as discussed by the authors is a new market-based performance measure for firms, industries, economic sectors, and national economies that measures the satisfaction of customers.