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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

—Net Promoter, Recommendations, and Business Performance: A Clarification on Morgan and Rego

Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; … - In: Marketing Science 27 (2008) 3, pp. 531-532

One of the most controversial findings in Morgan and Rego (2006) was that two widely advocated loyalty metrics, “Net Promoter” and “Number of Recommendations,” have little or no value in predicting the financial outcomes of firms. We argue that neither measure was actually examined and...

Persistent link: https://www.econbiz.de/10008787531

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

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

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

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

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 under the harsh reality of the marketplace, these efforts have generated more smoke than heat. Nevertheless, managers continue to search for insight into how customers feel -- And how they will behave.

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

Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise

Andreassen, Tor Wallin; Lindestad, Bodil - In: International journal of service industry management : IJSIM 9 (1998) 1, pp. 7-23

Persistent link: https://www.econbiz.de/10007127467

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

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