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Tor Wallin Andreassen · Study

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Tor Wallin Andreassen

37 works· latest 2025· 6 institutionscluster: provisionalORCID 0000-0002-5916-3969

h-index32

i1037

Citations7,548

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Most cited in this library

Customer loyalty and complex services1998 · 1,271 citations
The evolution and future of national customer satisfaction index models2001 · 1,069 citations
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers2017 · 778 citations
Antecedents to satisfaction with service recovery2000 · 484 citations
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet2007 · 407 citations

Works

37 shown

Responsible aging: integrating individual and intergenerational well-being

Journal of service management·2025·6 authors·Open access

14citations

The B2B sharing economy: Framework, implications, and future research

Journal of Business Research·2025·5 authors·Open access

17citations

Social Profit Orientation: Lessons from Organizations Committed to Building a Better World

Journal of Marketing·2024·3 authors·Open access

29citations

Competing through innovation: Let the customer judge!

Journal of Business Research·2022·3 authors·Open access

43citations

A customer-centric five actor model for sustainability and service innovation

Journal of Business Research·2021·6 authors·Open access

69citations

Virtual reality through the customer journey: Framework and propositions

Journal of Retailing and Consumer Services

·2020

·5 authors

170citations

Customer engagement in evolving technological environments: synopsis and guiding propositions

European Journal of Marketing·2019·10 authors·Open access

218citations

Business model innovation and value-creation: the triadic way

Journal of service management·2018·6 authors·Open access

201citations

Institutional types and institutional change in healthcare ecosystems

Journal of service management·2018·4 authors

49citations

The S-D logic-informed “hamburger” model of service innovation and its implications for engagement and value

Journal of Services Marketing·2018·2 authors

97citations

Epilogue – service innovation actor engagement: an integrative model

Journal of Services Marketing·2018·6 authors·Open access

50citations

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

Journal of Business Research·2017·8 authors·Open access

778citations

Linking service design to value creation and service research

Journal of service management·2016·7 authors

144citations

Behavioral Disinhibition Can Foster Intentions to Healthy Lifestyle Change by Overcoming Commitment to Past Behavior

PLoS ONE·2015·3 authors·Open access

13citations

Exploring dualities of service innovation: implications for service research

Journal of Services Marketing·2015·9 authors·Open access

39citations

Trend spotting and service innovation

Journal of Service Theory and Practice·2015·3 authors

32citations

Beyond traditional word‐of‐mouth

Journal of service management·2013·8 authors·Open access

164citations

Online complaining

Managing Service Quality·2013·2 authors

43citations

Joy and disappointment in the hotel experience: managing relationship segments

Managing Service Quality·2009·3 authors

33citations

The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness

Managing Service Quality·2008·2 authors·Open access

41citations

A holistic examination of Net Promoter

Journal of Database Marketing & Customer Strategy Management·2008·4 authors·Open access

85citations

Linking Customer Loyalty to Growth

MIT Sloan Management Review·2008·4 authors

82citations

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

Managing Service Quality·2007·4 authors

407citations

A Longitudinal Examination of Net Promoter and Firm Revenue Growth

Journal of Marketing·2007·3 authors

385citations

Call center satisfaction and customer retention in a co‐branded service context

Managing Service Quality·2006·5 authors

48citations

The Impact of Non-Normality and Estimation Methods in SEM on Satisfaction Research in Marketing

Quality & Quantity·2005·3 authors

44citations

Image Congruence and the Adoption of Service Innovations

Journal of Service Research·2005·3 authors

113citations

From Disgust to Delight

Journal of Service Research·2001·1 author

261citations

The evolution and future of national customer satisfaction index models

Journal of Economic Psychology·2001·5 authors

1,069citations

Antecedents to satisfaction with service recovery

European Journal of Marketing·2000·1 author

484citations

Perceived Relative Attractiveness Today and Tomorrow As Predictors of Future Repurchase Intention

Journal of Service Research·1999·2 authors

71citations

What Drives Customer Loyalty with Complaint Resolution?

Journal of Service Research·1999·1 author

178citations

The Effect of Corporate Image in the Formation of Customer Loyalty

Journal of Service Research·1998·2 authors

360citations

Customer loyalty and complex services

International Journal of Service Industry Management·1998·2 authors

1,271citations

The principal’s and agents’ contribution to customer loyalty within an integrated service distribution channel

European Journal of Marketing·1997·2 authors

42citations

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

Journal of Services Marketing·1995·1 author

190citations

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

International Journal of Public Sector Management·1994·1 author

214citations