Claes Fornell

University of Michigan

SCHOLARLY PAPERS

4

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Scholarly Papers (4)

1.

How Does Customer Service Offshoring Impact Customer Satisfaction?

Whitaker, J., M.S. Krishnan, C. Fornell, F. Morgeson. "How Does Customer Service Offshoring Impact Customer Satisfaction?" Journal of Computer Information Systems, published online 01/24/19, Forthcoming in print
Number of pages: 40 Posted: 08 Nov 2007 Last Revised: 08 Jul 2019
University of Richmond, Robins School of Business, University of Michigan, Stephen M. Ross School of Business, University of Michigan and American Customer Satisfaction Index
Downloads 1,876 (7,975)
Citation 5

Abstract:

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customer satisfaction; customer service; customer relationship management; offshore; outsource

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 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 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
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