Forrest V. Morgeson

American Customer Satisfaction Index

625 Avis Drive

Ann Arbor, MI 48108

United States

SCHOLARLY PAPERS

5

DOWNLOADS
Rank 23,251

SSRN RANKINGS

Top 23,251

in Total Papers Downloads

2,013

CITATIONS

0

Scholarly Papers (5)

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 1,878 (7,973)
Citation 5

Abstract:

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

2.

Do They All Perform Alike? An Examination of Perceived Performance, Citizen Satisfaction and Trust with U.S. Federal Agencies

International Review of Administrative Sciences, Forthcoming
Number of pages: 48 Posted: 26 Feb 2011
Forrest V. Morgeson and Claudia Petrescu
American Customer Satisfaction Index and Eastern Michigan University - Department of Political Science
Downloads 135 (211,828)

Abstract:

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Citizen Satisfaction, Trust, Performance Measurement, Performance Benchmarking, American Customer Satisfaction Index (ACSI)

3.

Comparing Determinants of Website Satisfaction and Loyalty across the e-Government and e-Business Domains

Electronic Government: An International Journal, Forthcoming
Posted: 22 Oct 2008 Last Revised: 05 Aug 2014
Forrest V. Morgeson
American Customer Satisfaction Index

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American Customer Satisfaction Index (ACSI), e-government, e-business, New Public Management, government performance measurement, performance benchmarking

4.

Does E-Government Measure up to E-Business? Comparing End-User Perceptions of U.S. Federal Government and E-Business Websites

Public Administration Review, Vol. 69, No. 4, pp. 740-752, July/August 2009
Posted: 12 Sep 2007 Last Revised: 02 Jan 2013
Forrest V. Morgeson and Sunil Mithas
American Customer Satisfaction Index and University of Maryland - Robert H. Smith School of Business

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E-Government, Federal Websites, Information Technology, Customer Satisfaction, Public Sector Reform, E-Business

5.

Customer Satisfaction and Stock Prices: High Returns, Low Risk

Journal of Marketing, Vol. 70, No. 1, pp. 3-14, 2006
Posted: 30 Mar 2006
Claes Fornell, Sunil Mithas, Forrest V. Morgeson and Mayuram S. Krishnan
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

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