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Claes Fornell

Donald C. Cook Distinguished Professor Emeritus of Business Administration at Stephen M. Ross School of Business

Schools

  • Stephen M. Ross School of Business

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    Biography

    Stephen M. Ross School of Business

    Research

    Claes Fornell is one of the world's leading experts on customer satisfaction measurement and customer asset management. He is responsible for the ACSI, a national indicator of the economy, and for similar indices in Europe and Asia. He also has developed a system, for which he was given a US patent, that enables firm to identify company-specific aspects that have the largest impact on customer satisfaction and economic returns. He also is the chairman and founder of the CFI Group and Foresee Results, two companies that develop and implement this system throughout the world.

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    Other experts

    Niro Sivanathan

    Niro Sivanathan is an Associate Professor of Organisational Behaviour at London Business School. His research draws on social psychological and evolutionary theories to examine how our judgments, decisions and behaviours are shaped by the psychological experience of status and power within social...

    Shai Bernstein

    Shai Bernstein is the Marvin Bower Associate Professor in the Entrepreneurial Management Unit at Harvard Business School and a Faculty Research Fellow at the National Bureau of Economic Research (NBER) in both the Corporate Finance group and the Productivity, Innovation, and Entrepreneurship grou...

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