The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference

By Claes Fornell

Book Overview

In our service economy, the most important asset is tough to quantify: a company's relationship with its customers. In this must-read examination of customer relations, Claes Fornell draws out a... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 1403981973
• ISBN13: 9781403981974
• Release Date: November 2007
• Publisher: Palgrave MacMillan
• Length: 247 Pages
• Weight: 1.05 lbs.
• Dimensions: 0.9" x 6.4" x 9.3"

Customer Reviews

Learned treatise on the value of customer satisfaction

Experts see more than meets the eye when they evaluate customer satisfaction. Business professor Claes Fornell and his team at the National Quality Research Center at the University of Michigan developed the American Customer Satisfaction Index, a sophisticated customer-reaction monitoring system that produces indexes across multiple economic sectors, industries, companies and government agencies. In this book, Fornell discusses how his team quantifies the "unobservable" in customer service. His researchers measure things "we can't see" and then develop their findings into useful customer satisfaction information. Fornell theorizes about the utility of the "summation of ignorance" and discusses neuroscience, quantum mechanics and relativity theory, all with impressive erudition and insight, and all in the service of making sure that you know how crucial it is to keep your customers satisfied. getAbstract recommends his thorough, thoughtful and accessible treatise.

Good for understanding the ACSI

Is good read this book if you want to understand the basic principles of the ACSI, because variables of the ACSI model are well explained. But the book has nothing about the mathematical principles of the ACSI, model and nothing about the mathematics involved in the calculation of the index.