I. Roos

发表

Understanding Frequent Switching Patterns

Anders Gustafsson, Inger Roos, A. Gustafsson, 2007 .

Understanding Frequent Switching Patterns A Crucial Element in Managing Customer Relationships

Anders Gustafsson, Inger Roos, A. Gustafsson, 2007 .

The influence of active and passive customer behavior on switching in customer relationships

Anders Gustafsson, Inger Roos, A. Gustafsson, 2011 .

Customer‐relationship levels – from spurious to true relationships

Veronica Liljander, Inger Roos, Veronica Liljander, 2002 .

The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention

A. Gustafsson, Michael D. Johnson, I. Roos, 2005 .

Service portraits in service research: a critical review

B. Edvardsson, A. Gustafsson, I. Roos, 2005 .

Methods of Investigating Critical Incidents

I. Roos, 2002 .

Switching Processes in Customer Relationships

I. Roos, 1999 .

Critical incident techniques: Towards a framework for analysing the criticality of critical incidents

Bo Edvardsson, Inger Roos, B. Edvardsson, 2001 .

Customer Switching Patterns in Competitive and Noncompetitive Service Industries

Bo Edvardsson, Anders Gustafsson, Inger Roos, 2004 .

Emotions and Stability in Telecom-customer Relationships

Bo Edvardsson, Margareta Friman, Inger Roos, 2009 .

CUSTOMER-SUPPORT SERVICE FROM A RELATIONSHIP PERSPECTIVE: BEST PRACTICE FOR TELECOM

B. Edvardsson, I. Roos, Martin Löfgren, 2013 .

Defining Service Quality for a Customer-Driven Busines development ' A House-Mortage Company Case

B. Edvardsson, A. Gustafsson, I. Roos, 2005 .

Managing Customer Satisfaction, Brand Image, and Strength of Relationship across Switching Paths

A. Gustafsson, I. Roos, Michael P. Johnson, 2003 .

Comparing Switching Patterns in Competitive and Non-competitive Markets-Customer Preferences and Behavior in Five Service Industries

B. Edvardsson, A. Gustafsson, I. Roos, 2002 .

Customer support service: A relationship perspective

Bo Edvardsson, Inger Roos, B. Edvardsson, 2008 .

Applying SPAT for understanding B‐to‐B supplier switching processes

Petri Suomala, Inger Roos, T. Laine, 2013 .

Emotional experiences in customer relationships – a telecommunication study

Margareta Friman, Inger Roos, M. Friman, 2008 .

Service Quality Grounded in Customer Experiences, Affect and Relationships

B. Edvardsson, M. Friman, I. Roos, 2007 .

A Comparative Review

I. Roos, 2002 .

Customer Complaints and Switching Behavior—A Study of Relationship Dynamics in a Telecommunication Company

B. Edvardsson, I. Roos, 2003 .

Should we Differentiate Between Business and Private Customers

B. Edvardsson, A. Gustafsson, I. Roos, 2010 .

The Role of Customer Clubs in Recent Telecom Relationships

B. Edvardsson, A. Gustafsson, I. Roos, 2005 .

SPAT (Switching Path Analysis Technique) - a Method to Understand Switching Paths and Future Behavior

Bo Edvardsson, Anders Gustafsson, Inger Roos, 2011 .

Defining relationship quality for customer‐driven business development: A housing‐mortgage company case

Bo Edvardsson, Anders Gustafsson, Inger Roos, 2006 .

Customer clubs in a relationship perspective: a telecom case

B. Edvardsson, A. Gustafsson, I. Roos, 2004 .

My Customers Are in My Blind Spot

B. Edvardsson, I. Roos, Annika Ravald, 2012 .

The household as an instrumental and affective trigger in intervention programs for travel behavior change

L. Olsson, M. Friman, I. Roos, 2017 .

Service Portrays and Service Constructions: A Critical Review Through the Lens of the Customer

Bo Edvardsson, Anders Gustafsson, Inger Roos, 2004 .

Understanding the Trigger Effect on Customers' Maturity Processes in Telecommunications

Bo Edvardsson, Anders Gustafsson, Inger Roos, 2002 .