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The satisfied customer : winners and losers in the battle for buyer preference

Fornell, Claes - 2007 - 1. ed.

Persistent link: https://www.econbiz.de/10003479583

How Does Customer Service Offshoring Impact Customer Satisfaction?

Whitaker, Jonathan; Krishnan, Mayuram S.; Fornell, Claes; … - 2019

Information technology (IT) plays a vital role in customer relationship management (CRM), because CRM processes include the collection and analysis of customer information, firms use technology tools to interact with customers, and IT created the conditions under which firms can offshore CRM...

Persistent link: https://www.econbiz.de/10014224580

The economic and statistical significance of stock returns on customer satisfaction : commentary

Fornell, Claes; Mithas, Sunil; Morgeson, Forrest V., III. - In: Marketing science 28 (2009) 5, pp. 820-825

Persistent link: https://www.econbiz.de/10003921731

Reexamining the market share-customer satisfaction relationship

Rego, Lopo L.; Morgan, Neil A.; Fornell, Claes - In: Journal of marketing 77 (2013) 5, pp. 1-20

Persistent link: https://www.econbiz.de/10009793115

The statistical significance of portfolio returns

Fornell, Claes; Mithas, Sunil; Morgeson, Forrest - In: International journal of research in marketing : IJRM ; … 26 (2009) 2, pp. 162-163

Persistent link: https://www.econbiz.de/10009519945

The effect of customer satisfaction on consumer spending growth

Fornell, Claes; Rust, Roland T.; Dekimpe, Marnik G. - In: Journal of marketing research : JMR 47 (2010) 1, pp. 28-35

Persistent link: https://www.econbiz.de/10003947425

Stock returns on customer satisfaction do beat the market : gauging the effectof a marketing intangible

Fornell, Claes; Morgeson, Forrest V., III.; Hult, G. … - In: Journal of marketing 80 (2016) 5, pp. 92-107

Persistent link: https://www.econbiz.de/10011591206

An abnormally abnormal intangible : stock returns on customer satisfaction

Fornell, Claes; Morgeson, Forrest V., III.; Hult, G. … - In: Journal of marketing 80 (2016) 5, pp. 122-125

Persistent link: https://www.econbiz.de/10011591216

Do managers know what their customers think and why?

Hult, G. Tomas M.; Morgeson, Forrest V., III.; Morgan, … - In: Journal of the Academy of Marketing Science 45 (2017) 1, pp. 37-54

Persistent link: https://www.econbiz.de/10011637149

Information technology, customer satisfaction, and profit : theory and evidence

Mithas, Sunil; Krishnan, Mayuram S.; Fornell, Claes - In: Information systems research : ISR 27 (2016) 1, pp. 166-181

Persistent link: https://www.econbiz.de/10011460172