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Cited by 5,641Customer Service Quality and LoyaltyPatient Satisfaction in HealthcareService and Product Innovation

The DOI matches its Crossref record; 45 of the 47 references it cites were found in a registry or an index.

A National Customer Satisfaction Barometer: The Swedish Experience

Fornell, Claes·1992·Journal of Marketing
DOI 10.2307/1252129
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Abstract

Many individual companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level. The annual Customer Satisfaction Barometer (CSB) measures customer satisfaction in more than 30 industries and for more than 100 corporations. The new index is intended to be complementary to productivity measures. Whereas productivity basically reflects quantity of output, CSB measures quality of output (as experienced by the buyer). The author reports the results of a large-scale Swedish effort to measure quality of the total consumption process as customer satisfaction. The significance of customer satisfaction and its place within the overall strategy of the firm are discussed. An implication from examining the relationship between market share and customer satisfaction by a location model is that satisfaction should be lower in industries where supply is homogeneous and demand heterogeneous. Satisfaction should be higher when the heterogeneity/homogeneity of demand is matched by the supply. Empirical support is found for that proposition in monopolies as well as in competitive market structures. Likewise, industries in general are found to have a high level of customer satisfaction if they are highly dependent on satisfaction for repeat business. The opposite is found for industries in which companies have more captive markets. For Sweden, the 1991 results show a slight increase in CSB, which should have a positive effect on the general economic climate.

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Crossref · 10.1177/002224299205600103

Cites

45 of 45 references verified0 citation errors · 0 not checkable

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Citations

Cites

Show all 47 references

Research works printed but not linked: 23

  1. AndersonEugene W. and SullivanMary W. (1990), “Customer Satisfaction and Retention Across Firms,” working paper, School of Business Administration, University of Michigan.
  2. Boston Consulting Group (1972) Perspectives on Experience. Boston: Boston Consulting Group.
  3. Business International (1990), Maximizing Customer Satisfaction: Meeting the Demands of the New Global Marketplace, Research Report. New York: Business International Corporation.
  4. BuzzellRobert D. and GaleBradley T. (1987), The PIMS Principles. New York: The Free Press.
  5. DaughetyAndrew F. (1990), “Beneficial Concentration,” American Economic Review, 80 (December), 1231–7.
  6. FitzgeraldKate (1990), “Sears' Plan on the Ropes,” Advertising Age, 61 (January 8), 1, 42.
  7. FornellClaes, ed. (1989), “The Blending of Theoretical and Empirical Knowledge in Structural Equations With Unobservables,” in Theoretical Empiricism, WoldHerman, ed. New York: Paragon House, 153–74.
  8. 10.1177/002224378201900406 · DOI
  9. HausknechtDouglas R. (1990), “Measurement Scales in Consumer Satisfaction/Dissatisfaction,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 1–11.
  10. HowardJohn A. and ShethJagdish N. (1969), The Theory of Buyer Behavior. New York: John Wiley & Sons, Inc.
  11. HughesDonald A. (1977), “An Investigation of the Relation of Selected Factors to Consumer Satisfaction,” in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, HuntH. Keith, ed. Cambridge, MA: Marketing Science Institute, 300–32.
  12. HuntH. Keith (1977), “CS/D—Overview and Future Research Directions,” in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, HuntH. Keith, ed. Cambridge, MA: Marketing Science Institute, 300–32.
  13. Konrad (1989) Den Osynliga Balansräkningen. Visby, Sweden: Affärsvärlden Förlag AB.
  14. LindbeckAssar (1988), “Swedish Industry: In a National and an International Perspective,” Skandinaviska Enskilda Banken Quarterly Review, 3, 60–9.
  15. MooreEllen M. and Kelly ShuptrineF. (1984), “Disconfirmation Effects on Consumer Decision Making Processes,” Advances in Consumer Research, Vol. 11, KinnearThomas C., ed. Ann Arbor, MI: Association for Consumer Research, 299–304.
  16. OliverRichard L. (1981), “Measurement and Evaluation of Satisfaction Process in Retail Settings,” Journal of Retailing, 57 (Fall), 25–48.
  17. OliverRichard L. and BeardenWilliam O. (1983), “The Role of Involvement in Satisfaction Processes,” Advances in Consumer Research, Vol. 10, BagozziRichard P. and TyboutAlice M., eds. Ann Arbor, MI: Association for Consumer Research, 250–5.
  18. OliverRichard L. and WestbrookRobert A. (1982), “The Factor Structure of Satisfaction and Related Postpurchase Behavior,” in New Findings in Consumer Satisfaction and Complaining, DayRalph L. and HuntH. Keith, eds. Bloomington: Indiana University, 11–14.
  19. OlsonJerry C. and JacobyJacob (1971), “A Construct Validation Study of Brand Loyalty,” in Proceedings, Vol. 6. American Psychology Association, 657–8.
  20. RheeByong-Duk, AndréDePalma, ClaesFornell, and ThisseJacques-Francois (1991), “Restoring the Principle of Minimum Differentiation in Product Positioning,” working paper, John Olin School of Business, Washington University.
  21. SteenkampJan-Benedict E. M. (1989), Product Quality. Assen/Maastricht, The Netherlands: Van Gorcum.
  22. ThorelliHans B. (1955), The Federal Antitrust Policy—Origins of an American Tradition. Baltimore: The Johns Hopkins Press.
  23. 10.1177/002224378802500209 · DOI

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Metadata

Authors
Fornell, C.
Affiliations
University of Michigan (US)
Corresponding author
Fornell, Claes
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1992-01
Volume
56
Issue
1
Pages
6-21
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.2307/1252129
OpenAlex
W2070054856
Cited by
5,641
References
47
Citations by year
2026: 52 · 2025: 112 · 2024: 122 · 2023: 197 · 2022: 201 · 2021: 230 · 2020: 243 · 2019: 230 · 2018: 233 · 2017: 274 · 2016: 253 · 2015: 328 · 2014: 366 · 2013: 346 · 2012: 308
FWCI
36.58
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)
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 › Service and Product Innovation
Keywords
customer satisfaction, productivity measurement, market share, demand heterogeneity, market structure, monopoly, captive market, repeat business, business strategy

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