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Quarterly CommentariesBy Professor Claes Fornell
The Donald C. Cook Professor of Business Administration
Director, National Quality Research Center, Stephen M. Ross Business School at the University of Michigan
Chairman, CFI Group
Fourth Quarter, 2000 (February 20, 2001)
Sectors: Retail & Finance/Insurance
ACSI Results Show Halting Customer Satisfaction: Are there Implications for the Economy?
Third Quarter, 2000 (November 27, 2000)
Sectors: Manufacturing Non-Durables/e-Commerce
Background: Measuring e-Commerce Customer Satisfaction
Manufacturing Non-Durables Commentary
e-Commerce Non-Durables Commentary
Second Quarter, 2000 (August 21, 2000)
Sectors: Manufacturing Durables
Customer Satisfaction: Is the Free Market Working?
Leaders & Laggards
First Quarter, 2000 (May 15, 2000)
Sectors: Transportation/Communications/Utilities
Is the Free Market Working?
Industries, Firms: From FedEx to Northwest
Leaders & Laggards
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