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The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
Gustafsson, Anders; Johnson, Michael D.; Roos, Inger - In: Journal of marketing 69 (2005) 4, pp. 210-218
Persistent link: https://www.econbiz.de/10005920852
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Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships
Johnson, Michael D.; Selnes, Fred - In: Journal of marketing 68 (2004) 2, pp. 1-17
Persistent link: https://www.econbiz.de/10005927931
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The Importance of Reliability and Customization from Goods to Services
Johnson, Michael D.; Nilsson, Lars - In: Quality management journal : QMJ 10 (2003) 1, pp. 8-19
Persistent link: https://www.econbiz.de/10005937458
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Bridging the Quality-Satisfaction Gap
Gustafsson, Anders; Johnson, Michael D. - In: Quality management journal : QMJ 4 (1997) 3, pp. 27-43
Persistent link: https://www.econbiz.de/10005979734
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The American Customer Satisfaction Index: Nature, Purpose, and Findings
Fornell, Claes; Johnson, Michael D.; Anderson, Eugene W.; … - In: Journal of marketing 60 (1996) 4, pp. 7-18
Persistent link: https://www.econbiz.de/10005991252
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Kundenzufriedenheit - Die Kundenzufriedenheit als; Bestimmungsfaktor der Kundenbindung - Der Beitrag untersucht den Zusammenhang zwischen Kundenzufriedenheit und Kundenbindung. Aus...
Herrmann, Andreas; Johnson, Michael D. - In: Schmalenbachs Zeitschrift für betriebswirtschaftliche … 51 (1999) 6, pp. 579-598
Persistent link: https://www.econbiz.de/10006699404
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Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
Johnson, Michael D.; Anderson, Eugene W.; Fornell, Claes - In: Journal of consumer research : JCR ; an … 21 (1995) 4, pp. 695-707
Persistent link: https://www.econbiz.de/10006681653
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A comprehensive model of customer trust in two retail stores
Guenzi, Paolo; Johnson, Michael D.; Castaldo, Sandro - In: Journal of service management 20 (2009) 3/4, pp. 290-316
Persistent link: https://www.econbiz.de/10008374472
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A comprehensive model of customer trust in two retail stores
Guenzi, Paolo; Johnson, Michael D.; Castaldo, Sandro - In: Journal of service management 20 (2009) 3, pp. 290-316
Persistent link: https://www.econbiz.de/10008374514
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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