10-1996 The American Customer Satisfaction Index : Nature , Purpose , and Findings

@inproceedings{Fornell2015101996TA,
  title={10-1996 The American Customer Satisfaction Index : Nature , Purpose , and Findings},
  author={Claes Fornell and Michael D. Johnson and Eugene W. Anderson and Jaesung Cha and Barbara Bryant},
  year={2015}
}
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… CONTINUE READING