Claes Fornell

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Do investments in customer satisfaction lead to excess returns? If so, are these returns associated with higher stock market risk? The empirical evidence presented in this article suggests that the answer to the first question is yes, but equally remarkable, the answer to the second question is no, suggesting that satisfied customers are economic assets(More)
Web sites are important components of Internet strategy for organizations. This paper develops a theoretical model for understanding the effect of Web site design elements on customer loyalty to a Web site. We show the relevance of the business domain of a Web site to gain a contextual understanding of relative importance of Web site design elements. We use(More)
Canonical correlation analysis is commonly considered to be a general model for most parametric bivariate and multivariate statistical methods. Because of its capability for handling multiple criteria and multiple predictors simultaneously, canonical correlation analysis has a great deal of appeal and has also enjoyed increasing application in the(More)
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A to Jacobson and Mizik [Jacobson, R., N. Mizik. 2009. The financial markets and customer satisfaction: Reexamining possible financial market mispricing of customer satisfaction. Marketing Sci. 28(5) 810–819], excess stock portfolio returns for firms with strong customer satisfaction are small and statistically insignificant, and if there is any(More)
Your use of the JSTOR archive indicates your acceptance of JSTOR's Terms and Conditions of Use, available at http://www.jstor.org/about/terms.html. JSTOR's Terms and Conditions of Use provides, in part, that unless you have obtained prior permission, you may not download an entire issue of a journal or multiple copies of articles, and you may use content in(More)
Stewart and Love proposed redundancy as an index for measuring the amount of shared variance between two sets of variables. van den Wollenberg presented a method for maximizing redundancy. Johansson extended the approach to include derivation of optimal Y-variates, given the X-variates. This paper shows that redundancy maximization with Johansson's(More)
Although much progress has been made in clarifying the properties of canonical correlation analysis in order to enhance its applicability, there are several remaining problems. Canonical variates do not always represent the observed variables even though the canonical correlation is high. In addition, canonical solutions are often difficult to interpret.(More)