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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 ...