What does this research mean for the field?

Customer satisfaction in the United States is higher for goods than for services or government agencies, is declining primarily due to services, and is driven more by quality and customization than by price, value, or reliability. Novelty: ClaimNovelty.NOVEL_FINDING. Consensus alignment: ConsensusAlignment.ESTABLISHES_NEW_DIRECTION.

October 1, 1996Journal of Marketing

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

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Authors

CFClaes FornellINSEAD MJMichael D. JohnsonUniversity of Washington EAEugene W. AndersonSouth Carolina Department of Education

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Cite This Study

Fornell et al. (1996) studied this question.

synapsesocial.com/papers/6a07dc8de83cdb3dbe7a12dc https://doi.org/10.2307/1251898

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

Discussion

Member takes

Implication

Key Points

Cite This Study

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

Discussion

Member takes

Implication

Key Points

Cite This Study

Also Consider

Also Consider