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Cited by 4,736Customer Service Quality and LoyaltyPatient Satisfaction in HealthcareConsumer Behavior and Marketing Influence

The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.

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

Fornell, Claes, Johnson, Michael D., Anderson, Eugene W., Cha, Jaesung, Bryant, Barbara Everitt·1996·Journal of Marketing
DOI 10.2307/1251898
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Abstract

The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greater for services than for government agencies, as well as find cause for concern in the observation that customer satisfaction in the United States is declining, primarily because of decreasing satisfaction with services. The authors estimate the model for the seven major economic sectors for which data are collected. Highlights of the findings include that (1) customization is more important than reliability in determining customer satisfaction, (2) customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and (3) customer satisfaction is more quality-driven than value- or price-driven. The authors conclude with a discussion of the implications of ACSI for public policymakers, managers, consumers, and marketing in general.

Overview

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Registry

Crossref · 10.1177/002224299606000403

Cites

5 of 5 references verified0 citation errors · 0 not checkable

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Citations

Cites

Show all 5 references

Research works printed but not linked: 23

  1. American Society for Quality Control, 1995, American Customer Satisfaction Index: Methodology Report
  2. 10.1007/BF00993955 · DOI
  3. 10.1177/002224299405800304 · DOI
  4. Anderson Eugene W., 1996, working paper
  5. 10.1086/268840 · DOI
  6. Buzzell Robert D., 1990, Harvard Business Review, Reprint No. 90201, 68, 33
  7. 10.1177/002224299205600103 · DOI · Paper page
  8. 10.1287/mksc.14.3.G203 · DOI
  9. 10.1177/002224378201900406 · DOI
  10. Fornell Claes, 1995, Proceedings of the Juran Institute's Conference on Managing for Total Quality
  11. Fornell Claes, 1996, National Quality Research Center working paper
  12. 10.1016/0167-4870(93)90016-E · DOI
  13. Hirschman Albert O., 1970, Exit, Voice, and Loyalty—Responses to Decline in Firms, Organizations, and States
  14. Howard John A., 1977, Consumer Behavior: Application of Theory
  15. Ittner Christopher D., 1996, Advances in the Management of Organizational Quality, 1, 1
  16. 10.1086/209428 · DOI
  17. 10.1016/0167-4870(91)90016-M · DOI · Paper page
  18. Lancaster Kelvin, 1971, Consumer Demand: A New Approach
  19. Meyer Anton, 1994, Das Deutsche Kundenbarometer 1994
  20. National Quality Research Center, 1995, American Customer Satisfaction Index: Methodology Report, University of Michigan Business School
  21. Reichheld Fredrick F., 1990, Harvard Business Review, 68, 105
  22. Wold Herman, 1989, Theoretical Empiricism: A General Rationale for Scientific Model Building
  23. Yi Youjae, 1991, Review of Marketing 1990, 68

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Metadata

Authors
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E.
Affiliations
University of Michigan (US)
ORCID
Johnson, Michael D.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1996-10
Volume
60
Issue
4
Pages
7-18
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.2307/1251898
OpenAlex
W2001916972
Cited by
4,736
References
5
Citations by year
2026: 86 · 2025: 159 · 2024: 150 · 2023: 191 · 2022: 210 · 2021: 243 · 2020: 244 · 2019: 180 · 2018: 205 · 2017: 217 · 2016: 230 · 2015: 261 · 2014: 269 · 2013: 288 · 2012: 255
FWCI
41.59
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
  • Journal of Marketing (publishedVersion)
  • Cornell Peter and Stephanie Nolan School of Hotel Administration (Cornell University) (submittedVersion)
  • eCommons (Cornell University) (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords
American Customer Satisfaction Index, customer satisfaction, benchmarking, goods versus services, government agencies, economic sectors, customization, reliability, customer expectations, quality, price sensitivity

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