Tor W. Andreassen
Tor W. Andreassen
NHH Norwegian School of Economics
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Cited by
Cited by
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, 1998
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
Antecedents to satisfaction with service recovery
TW Andreassen
European Journal of Marketing, 2000
The effect of corporate image in the formation of customer loyalty
TW Andreassen, B Lindestad
Journal of Service Research 1 (1), 82-92, 1998
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, 2007
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
From disgust to delight: do customers hold a grudge?
TW Andreassen
Journal of service research 4 (1), 39-49, 2001
Satisfaction, loyalty and reputation as indicators of customer orientation in the public sector
TW Andreassen
International Journal of Public Sector Management, 1994
What drives customer loyalty with complaint resolution?
TW Andreassen
Journal of service research 1 (4), 324-332, 1999
“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
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, 2013
Electronic healthcare: a study of people's readiness and attitude toward performing self‐diagnosis
EJ Lanseng, TW Andreassen
International Journal of Service Industry Management, 2007
Service innovation and electronic word‐of‐mouth: is it worth listening to?
TW Andreassen, S Streukens
Managing Service Quality: An International Journal, 2009
(Dis) satisfaction with public services: the case of public transportation
TW Andreassen
Journal of services marketing, 1995
Linking customer loyalty to growth
TL Keiningham, L Aksoy, B Cooil, TW Andreassen
mIt Sloan management review 49 (4), 51, 2008
Image congruence and the adoption of service innovations
M Kleijnen, K De Ruyter, TW Andreassen
Journal of Service Research 7 (4), 343-359, 2005
Linking service design to value creation and service research
TW Andreassen, P Kristensson, L Lervik-Olsen, A Parasuraman, ...
Journal of Service Management, 2016
Perceived relative attractiveness today and tomorrow as predictors of future repurchase intention
TW Andreassen, L Lervik
Journal of Service Research 2 (2), 164-172, 1999
A holistic examination of Net Promoter
TL Keiningham, L Aksoy, B Cooil, TW Andreassen, L Williams
Journal of Database Marketing & Customer Strategy Management 15 (2), 79-90, 2008
The principal’s and agents’ contribution to customer loyalty within an integrated service distribution channel
TW Andreassen, E Lanseng
European Journal of Marketing, 1997
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