Tor W. Andreassen

Best Publications

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

  Tor Wallin Andreassen;Bodil Lindestad

  2705
  Citations

• The Evolution and Future of National Customer Satisfaction Index Models

  Michael D. Johnson;Anders Gustafsson;Tor Wallin Andreassen;Line Lervik

  1881
  Citations

• Antecedents to satisfaction with service recovery

  Tor Wallin Andreassen

  885
  Citations

• “Service Encounter 2.0”: an investigation into the roles of technology, employees and customers

  Bart Larivière;David Bowen;Tor W. Andreassen;Werner Kunz

  806
  Citations

• The Effect of Corporate Image in the Formation of Customer Loyalty

  Tor Wallin Andreassen;Bodil Lindestad

  714
  Citations

• The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet

  Timothy L. Keiningham;Bruce Cooil;Lerzan Aksoy;Tor W. Andreassen

  682
  Citations

• A Longitudinal Examination of Net Promoter and Firm Revenue Growth

  Timothy L. Keiningham;Bruce Cooil;Tor Wallin Andreassen;Lerzan Aksoy

  535
  Citations

• From Disgust to Delight Do Customers Hold a Grudge

  Tor Wallin Andreassen

  477
  Citations

• Satisfaction, Loyalty and Reputation as Indicators of Customer Orientation in the Public Sector

  Tor Wallin Andreassen

  468
  Citations

• Beyond traditional word‐of‐mouth: An expanded model of customer‐driven influence

  Vera Blazevic;Wafa Hammedi;Ina Garnefeld;Roland T. Rust

  285
  Citations

• Electronic healthcare: a study of people's readiness and attitude toward performing self‐diagnosis

  Even J. Lanseng;Tor W. Andreassen

  252
  Citations

• What Drives Customer Loyalty with Complaint Resolution

  Tor Wallin Andreassen

  245
  Citations

• Service innovation and electronic word‐of‐mouth: is it worth listening to?

  Tor W. Andreassen;Sandra Streukens

  222
  Citations

• Business model innovation and value-creation: the triadic way

  Tor Wallin Andreassen;Line Lervik-Olsen;Hannah Snyder;Allard C.R. Van Riel

  213
  Citations

• Linking service design to value creation and service research

  Tor Wallin Andreassen;Per Kristensson;Line Lervik-Olsen;A. Parasuraman

  210
  Citations

• (Dis)satisfaction with public services: the case of public transportation

  Tor Wallin Andreassen

  210
  Citations

• A Longitudinal Examination of Net Promoter and Firm Revenue Growth

  Unknown

  204
  Citations

• Customer engagement in evolving technological environments: synopsis and guiding propositions

  Linda D. Hollebeek;David E. Sprott;Tor W. Andreassen;Carolyn Costley

  194
  Citations

• Image Congruence and the Adoption of Service Innovations

  Mirella Kleijnen;Ko de Ruyter;Tor W. Andreassen

  178
  Citations

• Linking Customer Loyalty to Growth

  Timothy L. Keiningham;Lerzan Aksoy;Bruce Cooil;Tor Wallin Andreassen

  170
  Citations