Now showing items 1-2 of 2

    • Joy and Disappointment in the Hotel Experience: Managing Relationship Segments 

      Johnson, Michael D.; Lervik-Olsen, Line; Andreassen, Tor Wallin (2009-01-01)
      Purpose – The objective of this research is to provide insight into the management of service quality and emotions across customer relationships in the business‐to‐consumer market and to identify which segmentation method, ...
    • The Evolution and Future of National Customer Satisfaction Index Models 

      Johnson, Michael D.; Gustafsson, Anders; Andreassen, Tor Wallin; Lervik, Line; Cha, Jaesung (2001-04-01)
      A number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect ...