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
“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
What drives customer loyalty with complaint resolution?
TW Andreassen
Journal of service research 1 (4), 324-332, 1999
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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