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    • The American Customer Satisfaction Index: Nature, Purpose, and Findings 

      Fornell, Claes; Johnson, Michael D.; Anderson, Eugene W.; Cha, Jaesung; Everitt Bryant, Barbara (1996-10-01)
      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 ...
    • The Evolution and Future of National Customer Satisfaction Index Models 

      Johnson, Michael D.; Gustafsson, Anders; Andreassen, Tor Wallin; Lervik, Line; Cha, Jaesung (2001-04-01)
      A number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect ...