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| 美国客户满意度指数 (ACSI)× | 品牌资产量表× | |
|---|---|---|
| 领域 | 营销管理 | 营销管理 |
| 方法族 | Process / pipeline | Process / pipeline |
| 起源年份≠ | 1996 | 1991 |
| 提出者≠ | Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant | David A. Aaker, Boonghee Yoo, Naveen Donthu, Sungho Lee |
| 类型≠ | Structural equation model for satisfaction and loyalty | Multi-dimensional brand equity scale |
| 开创性文献≠ | Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7-18. DOI ↗ | Aaker, D. A. (1991). Managing Brand Equity: Capitalizing on the Value of a Brand Name. Free Press. ISBN: 978-0029001851 |
| 别名 | ACSI, National Customer Satisfaction Index | Customer-Based Brand Equity, Brand Perception Scale |
| 相关≠ | 4 | 3 |
| 摘要≠ | The American Customer Satisfaction Index (ACSI), developed by Fornell and colleagues in 1996, is a structural equation modeling-based approach to measuring and predicting customer satisfaction across industries and over time. ACSI assesses customer expectations, perceived value, perceived quality, complaints, and loyalty in a unified framework. Since 1994, ACSI data has been collected quarterly on thousands of customers across diverse U.S. industries, making it a key economic indicator and benchmark for organizational performance. | The Brand Equity Scale (BES) measures customer-based brand equity through perceived quality, brand loyalty, brand associations, and brand awareness. Developed by Yoo, Donthu, and Lee (2000), building on Aaker's foundational brand equity framework (1991), the BES operationalizes brand equity as the differential effect of brand knowledge on consumer response to marketing activities. The scale enables organizations to quantify the value customers attach to their brand and diagnose which equity dimensions require strategic investment. |
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