Now showing items 1-2 of 2

    • Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework 

      Johnson, Michael D.; Anderson, Eugene W.; Fornell, Claes (1995-03-01)
      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 ...
    • 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 ...