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Joy and disappointment in the hotel experience: managing relationship segments
Johnson, Michael D.; Olsen, Line Lervik; Andreassen, … - In: Managing service quality : MSQ ; an international journal 19 (2009) 1, pp. 4-30
Persistent link: https://www.econbiz.de/10008170266
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(Dis)satisfaction with public services: The case of public transportation
Andreassen, Tor Wallin - In: The journal of services marketing 9 (1995) 5, pp. 30-41
Persistent link: https://www.econbiz.de/10007329027
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Number 1-2 - Antecedents to satisfaction with service recovery
Andreassen, Tor Wallin - In: European journal of marketing : EJM 34 (2000) 1-2, pp. 156-175
Persistent link: https://www.econbiz.de/10006094643
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The principal's and agents' contribution to customer loyalty within an integrated service distribution channel: An external perspective
Andreassen, Tor Wallin; Lanseng, Even - In: European journal of marketing : EJM 31 (1997) 7-8, pp. 487-503
Persistent link: https://www.econbiz.de/10006100338
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A Longitudinal Examination of Net Promoter and Firm Revenue Growth
Keiningham, Timothy L.; Cooil, Bruce; Andreassen, Tor Wallin - In: Journal of marketing 71 (2007) 3, pp. 39-51
Persistent link: https://www.econbiz.de/10007745078
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Perspectives - The Galileo Effect
Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; … - In: Marketing management : a quarterly business management … 17 (2008) 1, pp. 48-51
Persistent link: https://www.econbiz.de/10007908684
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Call center satisfaction and customer retention in a co-branded service context
Keiningham, Timothy L.; Aksoy, Lerzan; Andreassen, Tor … - In: Managing service quality : MSQ ; an international journal 16 (2006) 3, pp. 269-289
Persistent link: https://www.econbiz.de/10007260240
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Satisfaction, Loyalty and Reputation as Indicators of Customer Orientation in the Public Sector
Andreassen, Tor Wallin - In: International journal of public sector management : IJPSM 7 (1994) 2, pp. 16-34
Persistent link: https://www.econbiz.de/10007086162
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STRATEGY - Linking Customer Loyalty to Growth - In recent years, researchers have created a number of metrics to explain the connections between customer behavior and growth. But u...
Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; … - In: MIT sloan management review 49 (2008) 4, pp. 51-57
Persistent link: https://www.econbiz.de/10008080004
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Invited Commentary-Net Promoter, Recommendations, and Business Performance: A Clarification on Morgan and Rego
Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; … - In: Marketing science : the marketing journal of the … 27 (2008) 3, pp. 531-532
Persistent link: https://www.econbiz.de/10008063965