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1,124
The American customer satisfaction index: Nature, purpose, and findings
- Jbwrwz/ of Mar&g/m
, 1996
"... The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology u ..."
Abstract
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Cited by 281 (4 self)
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The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology
Rational and adaptive performance expectations in a customer satisfaction framework
, 1995
"... This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized a ..."
Abstract
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Cited by 53 (2 self)
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This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized
Quality Development of CRM Facilitated Busi- ness Processes
, 2010
"... This study examines the possibility of combining Balanced Scorecard and Customer Rela-tionship Management (CRM) system for measuring and developing marketing process per-formance and quality. First, a literature review is conducted to establish the model based on previous research. Second, an empiri ..."
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This study examines the possibility of combining Balanced Scorecard and Customer Rela-tionship Management (CRM) system for measuring and developing marketing process per-formance and quality. First, a literature review is conducted to establish the model based on previous research. Second
1 CUSTOMER SATISFACTION IN CONSTRUCTION
"... Customer satisfaction can be seen either as a goal or as a measurement tool in the development of construction quality. This paper examines empirically performance of Finnish construction companies measured according to the degree of customer satisfaction as perceived by customers themselves. The pu ..."
Abstract
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Customer satisfaction can be seen either as a goal or as a measurement tool in the development of construction quality. This paper examines empirically performance of Finnish construction companies measured according to the degree of customer satisfaction as perceived by customers themselves
INVESTIGATING THE IMPACTS OF CUSTOMER SATISFACTION ON FIRM PERFORMANCE*
"... The purpose of this study is to investigate the impact of customer satisfaction on firm performance. We argue that a firm’s financial performance will be positively affected by its ability to satisfy its customers. By satisfying its customers, a firm increases its ability to acquire new customers, r ..."
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The purpose of this study is to investigate the impact of customer satisfaction on firm performance. We argue that a firm’s financial performance will be positively affected by its ability to satisfy its customers. By satisfying its customers, a firm increases its ability to acquire new customers
Customer Satisfaction Survey Best Practices
"... Construction is an increasingly competitive industry where organizational focus on exceeding customer needs and expectations takes on added significance. It is important for improved performance and essential to establish a competitive advantage. The industry’s best contractors consider profitabilit ..."
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profitability a critical element for organizational success and know higher customer satisfaction can lead to enhanced profitability. The purpose of this research paper is to identify how top performing contractors solicit, disseminate, and respond to customer feedback. A self-administered survey was used
satisfaction, and stock price performance
, 2013
"... Relationships between social media sentiment, customer ..."
The Relationships among Employee Satisfaction, Productivity, Performance and Customer Satisfaction
"... Research aimed at quantifying the links between employee satisfaction and customer satisfaction, productivity, and performance began in 1980 with Benjamin Schneider‟s survey of satisfaction levels of bank customers and employees. [1] Studies such as Frederick Reichheld‟s “The Loyalty Effect, ” (1996 ..."
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Research aimed at quantifying the links between employee satisfaction and customer satisfaction, productivity, and performance began in 1980 with Benjamin Schneider‟s survey of satisfaction levels of bank customers and employees. [1] Studies such as Frederick Reichheld‟s “The Loyalty Effect
Quantifying customer satisfaction with ecommerce websites
- Proceedings of 17th IEE UK Teletraffic Symposium
"... E-commerce is an increasingly significant part of the global economy. Users of E-commerce Web sites often have high expectations for the quality of service, and if those expectations are not met, the next site is only a click away. A number of performance problems have been observed for E-commerce W ..."
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Cited by 1 (0 self)
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-commerce Web sites, and much work has gone into characterising the performance of Web servers and Internet applications. However, the customers of E-commerce Web sites are less well studied. In this work, we discuss a way of assessing satisfaction for different customer types with a Web site according
Results 1 - 10
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