The Evolution and Future of National Customer Satisfaction Index Models

By Michael D. Johnson, Anders Gustafsson, Tor Wallin Andreassen, Line Lervik, Jaesung Cha. 2001

1,142 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/76cda2c0a62158229376ea6b33af63c4516a373e

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Citations in the corpus

• Assessing mainland Chinese tourists' satisfaction with Hong Kong using tourist satisfaction index (2011, background): “Possible explanations for the low R2 for this construct are the ineffectiveness of the complaint management system (Johnson et al., 2001) and many respondents’ lack of an intention to complain.”
• Buffering and Amplifying Effects of Relationship Commitment in Business-to-Business Relationships (2010, background): “The relationship marketing literature has focused primarily on two forms of commitment: calculative and affective (Fullerton 2003; Gilliland and Bello 2002; Gustafsson, Johnson, and Roos 2005; Johnson et al. 2001).”
• Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty (2011, background): “Customer satisfaction is also considered from a cumulative satisfaction perspective and is defined as customer's overall experience to date with a product or service provider ( Johnson et al. , 2001”
• National customer satisfaction indices: an implementation in the Turkish mobile telephone market (2005, background): “However, although customer complaints are based on dissatisfaction, complaint resolution can be seen as a mechanism that can increase customer satisfaction, and researchers have emphasized the potential for complaint management and service recovery systems to increase satisfaction ( Johnson et al. ”
• An Empirical Analysis of Franchisee Value-in-Use, Investment Risk and Relational Satisfaction (2011, unknown): “Importantly, customer satisfaction is accepted as a valid predictor of behavioral outcomes including repurchase intentions, positive word-of-mouth and product loyalty in retail settings (Johnson, Gustafsson, Andreassen, Lervik and Cha 2001; Ravald and Gronroos 1996).”
• The Drivers of Customer Satisfaction and Loyalty. The Case of Denmark 2000–2002 (2004, background): “If the above two assumptions are rejected it might be due to individual overall effects that vary over industry as some studies have also indicated (McDougall & Levesque, 2000; Johnson et al., 2001).”
• Conceptualizing tourist satisfaction at the destination level (2009, background): “Satisfaction barometers and indices are based on the so-called cumulative view of satisfaction, whereby satisfaction is defined as a customer's overall experience to date with a product or service provider, as opposed to a transaction-specific satisfaction which refers to a customer's experience wit”
• The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market (2005, background): “Consequently, corporate image as an attitude must affect behavioral intentions such as customer loyalty ( Johnson et al. , 2001”