L. Olsen

Turning customer satisfaction measurements into action

Lars Witell, Anders Gustafsson, A. Gustafsson, 2014 .

Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations

Michael D. Johnson, L. Olsen, 2003 .

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

Tor W. Andreassen, T. Andreassen, L. Olsen, 2008 .

Social Media Usage and Adoption: Are People Ready?

T. Andreassen, L. Olsen, T. W. Andreassen, 2014 .

Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty

Sangeeta Singh, L. Olsen, 2009 .

Joy and disappointment in the hotel experience: managing relationship segments

Tor W. Andreassen, Line Lervik Olsen, T. Andreassen, 2009 .

Customer Service: Does It Matter?

T. Andreassen, L. Olsen, 2012 .