Eugene W Anderson

Dados Biográficos

ID93411
NOMEEugene W Anderson
PRENOMESEugene W
SOBRENOMEAnderson
ASSINATURAANDERSON E W
AFILIAÇÕESUniversity of Michigan
VERIFICADONão
TOTAL DE OBRAS6
TOTAL DE CITAÇÕES30
TOTAL COMO AUTOR6
TOTAL COMO EDITOR0
PRIMEIRO ANO DE PUBLICAÇÃO1991
ANO MAIS RECENTE DE PUBLICAÇÃO2003
ÍNDICE H2

  • The Formation of Market-Level Expectations and Its Covariates

    Eugene W Anderson, Linda Court SalisburyARTICLEJournal of Consumer Research2003Citada por: 2Referências: 25

    A formal model of market-level expectations is developed and used to identify testable hypotheses. The empirical findings indicate that market-level expectations are more adaptive in nature than previously thought. The study also provides the first systematic investigation of cross-industry variation in the formation of market-level expectations. Several factors, including advertising, word-of-mouth, market growth, and purchase frequency, are fou…

  • The American Customer Satisfaction Index

    Open AccessClaes Fornell, Michael D Johnson et al.ARTICLEJournal of Marketing1996

    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…

  • Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework

    Michael D Johnson, Eugene W Anderson et al.ARTICLEJournal of Consumer Research1995Citada por: 22

    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

    Open AccessEugene W Anderson, Claes Fornell et al.ARTICLEJournal of Marketing1994

    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…

  • The Antecedents and Consequences of Customer Satisfaction for Firms

    Eugene W Anderson, Mary W SullivanARTICLEMarketing Science1993

    This research investigates the antecedents and consequences of customer satisfaction. We develop a model to link explicitly the antecedents and consequences of satisfaction in a utility-oriented framework. We estimate and test the model against alternative hypotheses from the satisfaction literature. In the process, a unique database is analyzed: a nationally representative survey of 22,300 customers of a variety of major products and services in…

  • Repositioning for Changing Preferences

    Eugene W Anderson, Steven M ShuganARTICLEJournal of Consumer Research1991Citada por: 6

    We demonstrate that a superior, high-share product (beef) could lose its relative position and sales as a result of a change in consumer preference for an attribute (convenience) on which the competition (poultry) was actually weaker. We use multiple data sources to show this has happened for beef and poultry, rather than the alternative explanation of increased health awareness. These sources include United States Department of Agriculture (USDA…