Claes Fornell
Biographic Data
| ID | 325727 |
|---|---|
| NAME | Claes Fornell |
| GIVEN NAMES | Claes |
| FAMILY NAME | Fornell |
| SIGNATURE | FORNELL C |
| AFFILIATIONS | University of Michigan |
| VERIFIED | No |
| TOTAL WORKS | 22 |
| TOTAL CITATIONS | 80 |
| AUTHOR COUNT | 22 |
| EDITOR COUNT | 0 |
| FIRST PUBLICATION YEAR | 1979 |
| LATEST PUBLICATION YEAR | 1996 |
| H-INDEX | 5 |
The American Customer Satisfaction Index: Nature, Purpose, and Findings
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 benchmarkin…
Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans
Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is affected by market expectations and performance perceptions in any given period and is affected by past satisfaction …
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect prof…
Differentiation as a basis for explaining customer satisfaction across industries
A National Customer Satisfaction Barometer: The Swedish Experience
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 qu…
Assumptions of the Two-Step Approach to Latent Variable Modeling
Although methods for latent variable modeling that allow a joint analysis of measurement and theory have become popular, they are not without difficulties. As these difficulties have become more apparent, several researchers have recently called for a “two-step approach” to latent variable modeling in which measurement is evaluated separately from theory. This implies that programs for covariance structure analysis are not needed because factor a…
Assumptions of the Two-Step Approach: Reply to Anderson and Gerbing
Peer Reviewed
A framework for comparing customer satisfaction across individuals and product categories
Modeling Distance Structures in Consumer Research: Scale Versus Order in Validity Assessment
Confirmatory multidimensional scaling (CMDS) is presented as a spatial technique for structural modeling based on ordinal assumptions, and as an alternative to metric techniques such as LISREL. The article links both techniques to the multitrait-multimethod matrix and presents a system for deriving measures of symmetric construct relationships, measurement error, and goodness of fit. Examples show that CMDS and LISREL often give comparable result…
A Model and Simple Iterative Algorithm For Redundancy Analysis
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 extension can be accomplished via a simple iterative algorithm based on Wold's Partial Least Square…
The Nature and Methodological Implications of the Cognitive Representation of Products
A general relationship is proposed wherein more abstract attributes are likely to resemble continuous dimensions while more concrete attributes are likely to resemble dichotomous features. While some methodologies assume dimensional representations, others assume feature-based representations. This suggests that dimensional methods may better capture abstract product representations while feature-based methods may better capture concrete represen…
Issues in the Application of Covariance Structure Analysis: A Comment
Journal Article Issues in the Application of Covariance Structure Analysis: A Comment Get access Claes Fornell Claes Fornell Search for other works by this author on: Oxford Academic PubMed Google Scholar Journal of Consumer Research, Volume 9, Issue 4, March 1983, Pages 443–448, https://doi.org/10.1086/208938 Published: 01 March 1983 Article history Received: 01 July 1982 Revision received: 01 November 1982 Published: 01 March 1983
Political Democracy--How Many Dimensions
Industrial Organization and Consumer Satisfaction/Dissatisfaction
This study brings together the fields of industrial organization and consumer research in an attempt to account for variations in consumer dissatisfaction among product categories. A major portion of these variations is empirically accounted for by distributional and cost/size factors. The theoretical explanations behind the empirical associations are discussed in the context of the correspondence between economic theory and consumer data
Two Structural Equation Models: Lisrel and PLS Applied to Consumer Exit-Voice Theory
Claes Fornell, Fred L. Bookstein, Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory, Journal of Marketing Research, Vol. 19, No. 4, Special Issue on Causal Modeling (Nov., 1982), pp. 440-452
Two Structural Equation Models: Lisrel and PLS Applied to Consumer Exit-Voice Theory
In marketing applications of structural equation models with unobservable variables, researchers have relied almost exclusively on LISREL for parameter estimation. Apparently they have been little concerned about the frequent inability of marketing data to meet the requirements for maximum likelihood estimation or the common occurrence of improper solutions in LISREL modeling. The authors demonstrate that partial least squares (PLS) can be used t…
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics
Claes Fornell, David F. Larcker, Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics, Journal of Marketing Research, Vol. 18, No. 3 (Aug., 1981), pp. 382-388
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Fur…
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics
Several issues relating to goodness of fit in structural equations are examined. The convergence and differentiation criteria, as applied by Bagozzi, are shown not to stand up under mathematical or statistical analysis. The authors argue that the choice of interpretative statistic must be based on the research objective. They demonstrate that when this is done the Fornell-Larcker testing system is internally consistent and that it conforms to the…
Canonical Correlation Analysis As A Special Case Of A Structural Relations Model
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 behavioral sciences. However, it has also been plagued by several serious shortcomings. In particula…
External Single-Set Components Analysis Of Multiple Criterion/Multiple Predictor Variables
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. This paper presents a method designed to deal with these two problems. Instead of maximizing …
Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is affected by market expectations and performance perceptions in any given period and is affected by past satisfaction …
A framework for comparing customer satisfaction across individuals and product categories
Issues in the Application of Covariance Structure Analysis: A Comment
Journal Article Issues in the Application of Covariance Structure Analysis: A Comment Get access Claes Fornell Claes Fornell Search for other works by this author on: Oxford Academic PubMed Google Scholar Journal of Consumer Research, Volume 9, Issue 4, March 1983, Pages 443–448, https://doi.org/10.1086/208938 Published: 01 March 1983 Article history Received: 01 July 1982 Revision received: 01 November 1982 Published: 01 March 1983
Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans
Differentiation as a basis for explaining customer satisfaction across industries
Industrial Organization and Consumer Satisfaction/Dissatisfaction
This study brings together the fields of industrial organization and consumer research in an attempt to account for variations in consumer dissatisfaction among product categories. A major portion of these variations is empirically accounted for by distributional and cost/size factors. The theoretical explanations behind the empirical associations are discussed in the context of the correspondence between economic theory and consumer data
Assumptions of the Two-Step Approach to Latent Variable Modeling
Although methods for latent variable modeling that allow a joint analysis of measurement and theory have become popular, they are not without difficulties. As these difficulties have become more apparent, several researchers have recently called for a “two-step approach” to latent variable modeling in which measurement is evaluated separately from theory. This implies that programs for covariance structure analysis are not needed because factor a…
The Nature and Methodological Implications of the Cognitive Representation of Products
A general relationship is proposed wherein more abstract attributes are likely to resemble continuous dimensions while more concrete attributes are likely to resemble dichotomous features. While some methodologies assume dimensional representations, others assume feature-based representations. This suggests that dimensional methods may better capture abstract product representations while feature-based methods may better capture concrete represen…
External Single-Set Components Analysis Of Multiple Criterion/Multiple Predictor Variables
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. This paper presents a method designed to deal with these two problems. Instead of maximizing …
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics
Claes Fornell, David F. Larcker, Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics, Journal of Marketing Research, Vol. 18, No. 3 (Aug., 1981), pp. 382-388
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Fur…
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics
Several issues relating to goodness of fit in structural equations are examined. The convergence and differentiation criteria, as applied by Bagozzi, are shown not to stand up under mathematical or statistical analysis. The authors argue that the choice of interpretative statistic must be based on the research objective. They demonstrate that when this is done the Fornell-Larcker testing system is internally consistent and that it conforms to the…
Canonical Correlation Analysis As A Special Case Of A Structural Relations Model
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 behavioral sciences. However, it has also been plagued by several serious shortcomings. In particula…
Two Structural Equation Models: Lisrel and PLS Applied to Consumer Exit-Voice Theory
Claes Fornell, Fred L. Bookstein, Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory, Journal of Marketing Research, Vol. 19, No. 4, Special Issue on Causal Modeling (Nov., 1982), pp. 440-452
Two Structural Equation Models: Lisrel and PLS Applied to Consumer Exit-Voice Theory
In marketing applications of structural equation models with unobservable variables, researchers have relied almost exclusively on LISREL for parameter estimation. Apparently they have been little concerned about the frequent inability of marketing data to meet the requirements for maximum likelihood estimation or the common occurrence of improper solutions in LISREL modeling. The authors demonstrate that partial least squares (PLS) can be used t…
Issues in the Application of Covariance Structure Analysis: A Comment
Journal Article Issues in the Application of Covariance Structure Analysis: A Comment Get access Claes Fornell Claes Fornell Search for other works by this author on: Oxford Academic PubMed Google Scholar Journal of Consumer Research, Volume 9, Issue 4, March 1983, Pages 443–448, https://doi.org/10.1086/208938 Published: 01 March 1983 Article history Received: 01 July 1982 Revision received: 01 November 1982 Published: 01 March 1983
Political Democracy--How Many Dimensions
Industrial Organization and Consumer Satisfaction/Dissatisfaction
This study brings together the fields of industrial organization and consumer research in an attempt to account for variations in consumer dissatisfaction among product categories. A major portion of these variations is empirically accounted for by distributional and cost/size factors. The theoretical explanations behind the empirical associations are discussed in the context of the correspondence between economic theory and consumer data
The Nature and Methodological Implications of the Cognitive Representation of Products
A general relationship is proposed wherein more abstract attributes are likely to resemble continuous dimensions while more concrete attributes are likely to resemble dichotomous features. While some methodologies assume dimensional representations, others assume feature-based representations. This suggests that dimensional methods may better capture abstract product representations while feature-based methods may better capture concrete represen…
A Model and Simple Iterative Algorithm For Redundancy Analysis
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 extension can be accomplished via a simple iterative algorithm based on Wold's Partial Least Square…
Modeling Distance Structures in Consumer Research: Scale Versus Order in Validity Assessment
Confirmatory multidimensional scaling (CMDS) is presented as a spatial technique for structural modeling based on ordinal assumptions, and as an alternative to metric techniques such as LISREL. The article links both techniques to the multitrait-multimethod matrix and presents a system for deriving measures of symmetric construct relationships, measurement error, and goodness of fit. Examples show that CMDS and LISREL often give comparable result…
A framework for comparing customer satisfaction across individuals and product categories
A National Customer Satisfaction Barometer: The Swedish Experience
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 qu…
Assumptions of the Two-Step Approach to Latent Variable Modeling
Although methods for latent variable modeling that allow a joint analysis of measurement and theory have become popular, they are not without difficulties. As these difficulties have become more apparent, several researchers have recently called for a “two-step approach” to latent variable modeling in which measurement is evaluated separately from theory. This implies that programs for covariance structure analysis are not needed because factor a…
Assumptions of the Two-Step Approach: Reply to Anderson and Gerbing
Peer Reviewed
Differentiation as a basis for explaining customer satisfaction across industries
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect prof…
Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is affected by market expectations and performance perceptions in any given period and is affected by past satisfaction …
The American Customer Satisfaction Index: Nature, Purpose, and Findings
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 benchmarkin…
Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans
Computer Science (14 works) · Mathematics (13 works) · Statistics (11 works) · Customer Service Quality and Loyalty (9 works) · Econometrics (9 works) · Business (7 works) · Consumer Retail Behavior Studies (7 works) · Customer satisfaction (7 works) · Psychology (7 works) · Advanced Statistical Methods and Models (6 works)