Authors: Fornell, Claes Wernerfelt, Birger

Citation: Fornell, Claes et Wernerfelt, Birger, A Model for Customer Complaint Management, Marketing science , 7(3), 1988, pp. 287-298

Authors: Fornell, Claes Mithas, Sunil Morgeson III, Forrest V.

Citation: Fornell, Claes et al., Commentary: The Economic and Statistical Significance of Stock Returns on Customer Satisfaction, Marketing science , 28(5), 2009, pp. 820-825