Dr. Fornell is The Donald C. Cook Distinguished Emeritus Professor at the Stephen M. Ross School of Business, University of Michigan. Dr. Fornell founded the American Customer Satisfaction Index (ACSI)—a monthly economic indicator of the quality of economic output. Dr. Fornell is the author of several books and hundreds of articles examining customer satisfaction and consumer behavior. According to the International Journal of Research in Marketing, Dr. Forne... (login for more professional bio)