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Andreassen, Tor W., Fosse, J. H and Olsen, L. L: Service Productivity: The Long-Term Effects of High-Tech/High-Touch Trade-Offs. Submitted to Journal of Service Research.
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Johnson, M. D., Olsen, L.L. and Andreassen, T. W. Joy and Disappointment in the Hotel Experience: Managing Relationship Segments, Managing Service Quality, vol. 19 (1), 2009. Winner of MSQ’s 2009 Outstanding Paper Award.
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Andreassen, T. W. and Olsen, L.L. The impact of customers’ perception of varying degrees of customer service on commitment and perceived relative attractiveness, in Managing Service Quality, Vol. 18 (4), 2008. Winner of MSQ’s 2008 Highly Commended Award 2008.
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Olsen, L. L. and Johnson, M. D. Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations in Journal of Service Research, Vol. 5. (3/February), 2003. Finalist Excellence in Service Research Award for best article published in the Journal of Service Research 2003.
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Johnson, M. D., Gustafsson, A., Andreassen, T. W. and Lervik, L and Cha, J. The evolution and future of national customer satisfaction indices, in Journal of Economic Psychology, Vol. 22, 2001. Has been among the 25 hottest articles for JEP the last couple of years (no 7) http://top25.sciencedirect.com/subject/economics-econometrics-and-finance/10/journal/journal-of-economic-psychology/01674870/archive/18/
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