Claes Fornell

Stephen M. Ross School of Business at the University of Michigan

701 Tappan Street

Ann Arbor, MI MI 48109

United States

SCHOLARLY PAPERS

4

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Scholarly Papers (4)

1.

Does Offshoring Impact Customer Satisfaction?

Number of pages: 37 Posted: 08 Nov 2007 Last Revised: 30 May 2008
University of Richmond, Robins School of Business, University of Michigan, Stephen M. Ross School of Business and Stephen M. Ross School of Business at the University of Michigan
Downloads 1,857 (7,976)

Abstract:

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Offshoring, front office, back office, ACSI, customer satisfaction, customer loyalty, perceived value, perceived quality, customer expectations

2.

Information Technology, Customer Satisfaction, and Profit: Theory and Evidence

Information Systems Research, 2016, Forthcoming
Posted: 10 May 2006 Last Revised: 03 Feb 2016
Sunil Mithas, Mayuram S. Krishnan and Claes Fornell
University of Maryland - Robert H. Smith School of Business, University of Michigan, Stephen M. Ross School of Business and Stephen M. Ross School of Business at the University of Michigan

Abstract:

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Information Technology, Customer Satisfaction, Customer Relationship Management, Firm Performance

3.

Why Do Customer Relationship Management Applications Affect Customer Satisfaction?

Journal of Marketing, Vol. 69, pp. 201-209, October 2005
Posted: 30 Mar 2006
Sunil Mithas, Mayuram S. Krishnan and Claes Fornell
University of Maryland - Robert H. Smith School of Business, University of Michigan, Stephen M. Ross School of Business and Stephen M. Ross School of Business at the University of Michigan

Abstract:

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customer relationship management, customer knowledge, customer satisfaction, information technology

4.

Customer Satisfaction and Stock Prices: High Returns, Low Risk

Journal of Marketing, Vol. 70, No. 1, pp. 3-14, 2006
Posted: 30 Mar 2006
Stephen M. Ross School of Business at the University of Michigan, University of Maryland - Robert H. Smith School of Business, American Customer Satisfaction Index and University of Michigan, Stephen M. Ross School of Business

Abstract:

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Customer Satisfaction, Stock Prices, Stock Returns, Risk, Market Value, Stock portfolios