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Tor W. Andreassen
Tor W. Andreassen
NHH Norwegian School of Economics
Verified email at nhh.no - Homepage
Title
Cited by
Cited by
Year
Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise
TW Andreassen, B Lindestad
International Journal of service Industry management 9 (1), 7-23, 1998
30861998
The evolution and future of national customer satisfaction index models
MD Johnson, A Gustafsson, TW Andreassen, L Lervik, J Cha
Journal of economic Psychology 22 (2), 217-245, 2001
20102001
Antecedents to satisfaction with service recovery
T Wallin Andreassen
European journal of marketing 34 (1/2), 156-175, 2000
9662000
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
B Larivière, D Bowen, TW Andreassen, W Kunz, NJ Sirianni, C Voss, ...
Journal of business research 79, 238-246, 2017
9512017
The effect of corporate image in the formation of customer loyalty
TW Andreassen, B Lindestad
Journal of Service Research 1 (1), 82-92, 1998
7861998
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet
TL Keiningham, B Cooil, L Aksoy, TW Andreassen, J Weiner
Managing service quality: An international Journal 17 (4), 361-384, 2007
7652007
A longitudinal examination of net promoter and firm revenue growth
TL Keiningham, B Cooil, TW Andreassen, L Aksoy
Journal of Marketing 71 (3), 39-51, 2007
6412007
From disgust to delight: do customers hold a grudge?
TW Andreassen
Journal of service research 4 (1), 39-49, 2001
5252001
Satisfaction, Loyalty and Reputation as Indicators of CustomerOrientation in the Public Sector
T Wallin Andreassen
International Journal of Public Sector Management 7 (2), 16-34, 1994
5111994
What drives customer loyalty with complaint resolution?
TW Andreassen
Journal of service research 1 (4), 324-332, 1999
3961999
Beyond traditional word‐of‐mouth: An expanded model of customer‐driven influence
V Blazevic, W Hammedi, I Garnefeld, RT Rust, T Keiningham, ...
Journal of Service Management 24 (3), 294-313, 2013
3442013
Linking service design to value creation and service research
TW Andreassen, P Kristensson, L Lervik-Olsen, A Parasuraman, ...
Journal of Service Management 27 (1), 21-29, 2016
2762016
Electronic healthcare: a study of people's readiness and attitude toward performing self‐diagnosis
EJ Lanseng, TW Andreassen
International Journal of Service Industry Management 18 (4), 394-417, 2007
2732007
Business model innovation and value-creation: the triadic way
TW Andreassen, L Lervik-Olsen, H Snyder, ACR Van Riel, JC Sweeney, ...
Journal of service management 29 (5), 883-906, 2018
2542018
Service innovation and electronic word‐of‐mouth: is it worth listening to?
TW Andreassen, S Streukens
Managing Service Quality: An International Journal 19 (3), 249-265, 2009
2512009
Linking customer loyalty to growth
TL Keiningham, L Aksoy, B Cooil, TW Andreassen
mIt Sloan management review 49 (4), 51, 2008
2182008
Customer engagement in evolving technological environments: synopsis and guiding propositions
LD Hollebeek, DE Sprott, TW Andreassen, C Costley, P Klaus, ...
European Journal of Marketing 53 (9), 2018-2023, 2019
2092019
(Dis) satisfaction with public services: the case of publictransportation
T Wallin Andreassen
Journal of services marketing 9 (5), 30-41, 1995
2081995
Image congruence and the adoption of service innovations
M Kleijnen, K de Ruyter, TW Andreassen
Journal of Service Research 7 (4), 343-359, 2005
1912005
Virtual reality through the customer journey: Framework and propositions
LD Hollebeek, MK Clark, TW Andreassen, V Sigurdsson, D Smith
Journal of Retailing and Consumer Services 55, 102056, 2020
1892020
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