What is he best known for?
The fields of study he is best known for:
- Marketing
- Statistics
- Finance
The scientist’s investigation covers issues in Marketing, Customer satisfaction, Customer delight, Customer advocacy and Customer retention.
His Marketing research is multidisciplinary, incorporating elements of Index, Property and Social psychology.
Claes Fornell incorporates Customer satisfaction and Economic sector in his research.
His study with Customer delight involves better knowledge in Service quality.
His research integrates issues of Marketing research, Competitor analysis, Marketing strategy and Relationship marketing, Quantitative marketing research in his study of Customer advocacy.
The study incorporates disciplines such as Service–profit chain, Experiential quality and Profitability index in addition to Customer profitability.
His most cited work include:
- Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (43002 citations)
- Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics: (5166 citations)
- A National Customer Satisfaction Barometer: The Swedish Experience: (4248 citations)
What are the main themes of his work throughout his whole career to date?
Marketing, Customer satisfaction, Customer retention, Customer delight and Customer advocacy are his primary areas of study.
In the subject of general Marketing, his work in Customer profitability, Customer equity and Quality is often linked to Complaint and Value, thereby combining diverse domains of study.
His work deals with themes such as Customer lifetime value and Market share, which intersect with Customer profitability.
He connects Customer satisfaction with Economic sector in his study.
Claes Fornell works in the field of Customer retention, namely Customer to customer.
His Microeconomics research incorporates elements of Brand choice and Product.
He most often published in these fields:
- Marketing (48.91%)
- Customer satisfaction (42.39%)
- Customer retention (18.48%)
What were the highlights of his more recent work (between 2014-2020)?
- Customer satisfaction (42.39%)
- Marketing (48.91%)
- Loyalty business model (7.61%)
In recent papers he was focusing on the following fields of study:
His scientific interests lie mostly in Customer satisfaction, Marketing, Loyalty business model, Customer equity and Customer profitability.
The various areas that Claes Fornell examines in his Customer satisfaction study include Brand awareness, Asset and Customer experience.
When carried out as part of a general Marketing research project, his work on Quality and Customer centricity is frequently linked to work in Value, Focus and Diversity, therefore connecting diverse disciplines of study.
His Loyalty business model study which covers Advertising that intersects with Discount points, Loyalty and The Internet.
Claes Fornell works mostly in the field of Customer equity, limiting it down to topics relating to Customer delight and, in certain cases, Customer to customer.
His research investigates the connection between Customer profitability and topics such as Customer lifetime value that intersect with problems in Empirical evidence.
Between 2014 and 2020, his most popular works were:
- Do managers know what their customers think and why (96 citations)
- Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible: (74 citations)
- Research Note—Information Technology, Customer Satisfaction, and Profit: Theory and Evidence (18 citations)
In his most recent research, the most cited papers focused on:
- Marketing
- Statistics
- Finance
Claes Fornell focuses on Customer satisfaction, Marketing, Customer equity, Customer lifetime value and Customer profitability.
The Customer satisfaction study combines topics in areas such as Empirical evidence, Customer delight, Customer intelligence, Customer advocacy and Earnings.
His study on Customer delight is covered under Customer retention.
Claes Fornell frequently studies issues relating to Loyalty business model and Customer intelligence.
Many of his studies on Customer advocacy apply to Customer to customer as well.
He regularly ties together related areas like Microeconomics in his Marketing studies.
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