| Customer satisfaction, market share, and profitability: findings from Sweden EW Anderson, C Fornell, DR Lehmann The Journal of Marketing, 53-66, 1994 | 12086 | 1994 |
| The antecedents and consequences of customer satisfaction for firms EW Anderson, MW Sullivan Marketing science 12 (2), 125-143, 1993 | 9568 | 1993 |
| The American customer satisfaction index: nature, purpose, and findings C Fornell, MD Johnson, EW Anderson, J Cha, BE Bryant The Journal of Marketing, 7-18, 1996 | 9036 | 1996 |
| American Customer Satisfaction Index C Fornell, M JOHNSON, E ANDERSON, J CHA, B BRYANT Methodology Report. Ann Arbor, National Quality Research Center, 1995 | 9036* | 1995 |
| Customer satisfaction and word of mouth EW Anderson Journal of Service Research 1 (1), 5-17, 1998 | 4092 | 1998 |
| Strengthening the satisfaction-profit chain EW Anderson, V Mittal Journal of Service Research 3 (2), 107-120, 2000 | 3002 | 2000 |
| Customer satisfaction, productivity, and profitability: Differences between goods and services EW Anderson, C Fornell, RT Rust Marketing Science 16 (2), 129-145, 1997 | 2613 | 1997 |
| Customer satisfaction and shareholder value EW Anderson, C Fornell, SK Mazvancheryl Journal of Marketing, 172-185, 2004 | 2450 | 2004 |
| A customer satisfaction research prospectus EW Anderson, C Fornell Service quality: New directions in theory and practice, 241-268, 1994 | 1254 | 1994 |
| Rational and adaptive performance expectations in a customer satisfaction framework MD Johnson, EW Anderson, C Fornell Journal of Consumer Research, 695-707, 1995 | 1142 | 1995 |
| Foundations of the American Customer Satisfaction Index EW Anderson, C Fornell QUALITY CONTROL AND APPLIED STATISTICS 46 (6), 637-640, 2001 | 1115 | 2001 |
| Foundations of the American customer satisfaction index EW Anderson, C Fornell Total Quality Management 11 (7), 869-882, 2000 | 1115 | 2000 |
| Customer satisfaction and price tolerance EW Anderson Marketing Letters 7 (3), 265-274, 1996 | 760 | 1996 |
| Cross-category variation in customer satisfaction and retention EW Anderson Marketing Letters 5 (1), 19-30, 1994 | 693 | 1994 |
| Dual emphasis and the long-term financial impact of customer satisfaction V Mittal, EW Anderson, A Sayrak, P Tadikamalla Marketing Science 24 (4), 544-555, 2005 | 524 | 2005 |
| Understanding firms' customer satisfaction information usage NA Morgan, EW Anderson, V Mittal Journal of Marketing, 131-151, 2005 | 447 | 2005 |
| The Formation of Market‐Level Expectations and Its Covariates EW Anderson Journal of Consumer Research 30 (1), 115-124, 2003 | 254 | 2003 |
| Does customer satisfaction matter to investors? Findings from the bond market E Anderson, S Mansi Journal of Marketing Research, Forthcoming, 2008 | 192 | 2008 |
| Repositioning for changing preferences: The case of beef versus poultry EW Anderson, SM Shugan Journal of consumer research, 219-232, 1991 | 184 | 1991 |
| The customer satisfaction index as a leading indicator EW Anderson, C Fornell Handbook of Service Marketing & Management, 14, 2000 | 129 | 2000 |
Claes FornellChairman and Founder, American Customer Satisfaction IndexVerified email at umich.edu
