Intro -- Preface -- Contents -- List of Figures -- List of Tables -- 1: Defining Customer Satisfaction: A Strategic Company Asset? -- 1.1 A Brief History of the American Customer Satisfaction Index -- 1.2 An Interview with Professor Claes Fornell, Founder and CEO of the ACSI (Image 1.1) -- 1.3 The ACSI Model and Methodology -- 1.4 Customer-Centricity, Customer Satisfaction, and the Information Age -- 1.5 Book Overview -- References and Further Reading -- 2: Customer Expectations: What Do Your Customers Demand? -- 2.1 Are Customer Expectations Really Sky-Rocketing? -- 2.2 Who Expects the Most, and Why? -- 2.3 It's a Trap! Avoid the "We Always Exceed Expectations" Promise -- 2.4 What Can We Expect from Expectations? -- References and Further Reading -- 3: Perceived Quality: Does Performance Matter? -- 3.1 Has Quality Improved? -- 3.2 Quality Leaders and Losers -- 3.3 What Matters Most? It's Quality, Stupid -- 3.4 Customization Trumps Reliability -- References and Further Reading -- 4: Perceived Value: Is It Really All About Price? -- 4.1 Are Consumers Seeing Better Value? -- 4.2 Who Are the Value Leaders? -- 4.3 Toward a Post-Quality Economy? -- References and Further Reading -- 5: ACSI: Is Satisfaction Guaranteed? -- 5.1 Are Consumers More Satisfied? -- 5.2 Satisfaction Gainers and Leaders, Losers and Laggards -- 5.3 Customer Satisfaction as a Macroeconomic Indicator -- 5.4 Mergers and Acquisitions and Satisfaction -- 5.5 Customer Satisfaction "Death Rattle" and Other Interpretational Challenges -- 5.6 Perfect Satisfaction: Future Fact or Science Fiction? -- References and Further Reading -- 6: Customer Complaints: Learning to Love Your Angry Customers -- 6.1 Are Customers Complaining More? -- 6.2 Which Customers Complain Most, and Why? -- 6.3 Do All Dissatisfied Customers Complain?.

6.4 Complaint Management Is Critical. Is It Improving? -- References and Further Reading -- 7: Customer Loyalty: Hey, Stick Around for a While! -- 7.1 Is Customer Loyalty Dying? Or Dead Already? -- 7.2 Which Customers Are Most Loyal? -- 7.3 The Service Recovery Paradox Is Real! -- 7.4 Satisfaction, Loyalty, and Recommendation Are Different! -- References and Further Reading -- 8: Satisfied Customers: An Asset Driving Financial Performance -- 8.1 Foundations of the Customer Satisfaction-Financial Performance Relationship -- 8.2 Evidence of the Customer Satisfaction-Financial Performance Relationship -- 8.3 Customer Satisfaction and Stock Returns -- References and Further Reading -- 9: Your Future: Opportunities for Customer Centricity and Satisfaction -- 9.1 Economic Globalization -- 9.2 Globalization and the "Marketing Metrics Problem" -- 9.3 Global Indices of Customer Satisfaction and Global Competitiveness -- References and Further Reading -- Appendix A: The Science of Customer Satisfaction (ACSI) -- Customer Expectations -- Perceived Quality -- Perceived Value -- Customer Satisfaction (ACSI) -- Customer Complaints -- Customer Loyalty -- Appendix B: All-Time Top-100 Research Publications on Customer Satisfaction -- Index.