April 11, 2003

Business Professor Rebuked at Michigan

By KATHERINE S. MANGAN

Reports charging that a business professor at the University of Michigan at Ann Arbor may have personally used information he was compiling for a quarterly customer-satisfaction report have prompted a rebuke from the business school's dean.

The dean, Robert J. Dolan, said that no one associated with the American Customer Satisfaction Index, which the business school produces, should use the information before the index is published. The index, known as the ACSI, measures public