Version 1.0, October 2026. 98 constructs in 18 families across 7 eras, with 18 imported theories below. Selecting a cell reveals its family, era, block, tier, and anchor works, each anchoring reference linking to the publisher’s page. Explore the 18 Family Deep Dives for granular sub-tables, or visit Resources to use the four interactive analytical tools.
Each cell: number, influence pips, block code, then symbol, construct, and anchor works
open frontier position
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Detached series · Theories imported from adjacent fields, each set near the families it feeds
Series
T
Imported Theories
46OUT
Ci
Satisfaction Index (ACSI)
Family
9. Satisfaction and Loyalty (IV · Customer and Brand Assets)
Era
Period 4: Orientation and Relationships, 1990s
Block
OUT · Outputs: performance
Tier
Landmark
Cell card
Description
Fornell introduced the national customer satisfaction barometer in Sweden, and Fornell et al. presented the American Customer Satisfaction Index as a structural model linking expectations, perceived quality, and perceived value to satisfaction and on to complaints and loyalty, measured across sectors of the economy.
Managerial Implications
Customer satisfaction can be measured consistently across firms and industries and links to loyalty, price tolerance, and profitability. Benchmark your satisfaction against competitors and against your own history, not just internal targets. Satisfaction depends on perceived quality, perceived value, and expectations, so diagnose which driver is weak. Satisfied customers are an economic asset whose value appears in retention and in pricing power.
How to read. Down a column follows one research stream through time. Across a row shows what the field studied in an era. Color marks the strategy domain, after Morgan et al. (2019). Pips give an influence tier. Numbers run by era, then family. Placements, anchors, and tiers are editorial judgments, and anchors are entry points rather than a complete record of any stream. Anyone who uses or adapts this table is responsible for verifying its contents against the original works.
