H-Index & Metrics Top Publications

H-Index & Metrics

Discipline name H-index Citations Publications World Ranking National Ranking
Business and Management H-index 38 Citations 135,421 51 World Ranking 741 National Ranking 335

Overview

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.

This overview was generated by a machine learning system which analysed the scientist’s body of work. If you have any feedback, you can contact us here.

Top Publications

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Claes Fornell;David F. Larcker.
Journal of Marketing Research (1981)

76187 Citations

A National Customer Satisfaction Barometer: The Swedish Experience:

Claes Fornell.
Journal of Marketing (1992)

10609 Citations

Customer Satisfaction, Market Share, and Profitability: Findings from Sweden:

Eugene W. Anderson;Claes Fornell;Donald R. Lehmann.
Journal of Marketing (1994)

10383 Citations

Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics:

Claes Fornell;David F. Larcker.
Journal of Marketing Research (1981)

10265 Citations

The American Customer Satisfaction Index: Nature, Purpose, and Findings

Claes Fornell;Michael D. Johnson;Eugene W. Anderson;Jaesung Cha.
Journal of Marketing (1996)

7288 Citations

Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory:

Claes Fornell;Fred L. Bookstein.
Journal of Marketing Research (1982)

5217 Citations

Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services

Eugene W. Anderson;Claes Fornell;Roland T. Rust.
Marketing Science (1997)

2248 Citations

Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis:

Claes Fornell;Birger Wernerfelt.
Journal of Marketing Research (1987)

2218 Citations

Customer Satisfaction and Shareholder Value

Eugene W. Anderson;Claes Fornell;Sanal K. Mazvancheryl.
Journal of Marketing (2004)

1969 Citations

A Framework for Comparing Customer Satisfaction across Individuals and Product Categories

Michael David Johnson;Claes Fornell.
Journal of Economic Psychology (1991)

1540 Citations

Profile was last updated on December 6th, 2021.
Research.com Ranking is based on data retrieved from the Microsoft Academic Graph (MAG).
The ranking h-index is inferred from publications deemed to belong to the considered discipline.

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Top Scientists Citing Claes Fornell

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Hanyang University

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Eastern Mediterranean University

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Amandeep Dhir

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Marko Sarstedt

Otto-von-Guericke University Magdeburg

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RWTH Aachen University

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Sejong University

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Michigan State University

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