Construct · 1 fields · 1 citations

American Customer Satisfaction Index: a standalone construct

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Marketing

a national, cross-industry measure of customer satisfaction built on a model linking expectations, quality, value, satisfaction and loyalty.

In marketing, American Customer Satisfaction Index refers to a national, cross-industry measure of customer satisfaction built on a model linking expectations, quality, value, satisfaction and loyalty. This meaning comes from Fornell (1996) in Journal of Marketing.[1]

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Nearby constructs

satisfaction5 fields · 11 citationsjingle · one name, five constructs index5 fields · 11 citationsjingle · one word, five constructs loyalty6 fields · 10 citationsjingle · one name, six constructs

References

Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7-18. https://doi.org/10.1177/002224299606000403

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