Follow
Inger Roos
Inger Roos
Associate professor
Verified email at kau.se
Title
Cited by
Cited by
Year
The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention
A Gustafsson, MD Johnson, I Roos
Journal of marketing 69 (4), 210-218, 2005
29052005
Service portraits in service research: a critical review
B Edvardsson, A Gustafsson, I Roos
International journal of service industry management 16 (1), 107-121, 2005
13772005
Switching processes in customer relationships
I Roos
Journal of Service Research 2 (1), 68-85, 1999
5691999
Critical incident techniques: Towards a framework for analysing the criticality of critical incidents
B Edvardsson, I Roos
International Journal of Service Industry Management 12 (3), 251-268, 2001
4842001
Customer‐relationship levels–from spurious to true relationships
V Liljander, I Roos
Journal of services marketing 16 (7), 593-614, 2002
3522002
Methods of investigating critical incidents: a comparative review
I Roos
Journal of Service Research 4 (3), 193-204, 2002
2632002
Customer switching patterns in competitive and noncompetitive service industries
I Roos, B Edvardsson, A Gustafsson
Journal of Service research 6 (3), 256-271, 2004
2392004
Understanding frequent switching patterns
I Roos, A Gustafsson
Journal of Service Research 10 (1), 93-108, 2007
1292007
Switching paths in customer relationships.
IR Roos
972001
Diagnosing the termination of customer relationships
I Roos, T Strandvik
Swedish School of Economics and Business Administration, 1996
931996
Emotions and stability in telecom‐customer relationships
I Roos, M Friman, B Edvardsson
Journal of Service Management 20 (2), 192-208, 2009
712009
The influence of active and passive customer behavior on switching in customer relationships
I Roos, A Gustafsson
Managing Service Quality: An International Journal 21 (5), 448-464, 2011
692011
Emotional experiences in customer relationships–a telecommunication study
I Roos, M Friman
International Journal of Service Industry Management 19 (3), 281-301, 2008
632008
Defining relationship quality for customer‐driven business development: A housing‐mortgage company case
I Roos, A Gustafsson, B Edvardsson
International Journal of Service Industry Management 17 (2), 207-223, 2006
622006
Customer clubs in a relationship perspective: a telecom case
A Gustafsson, I Roos, B Edvardsson
Managing Service Quality: An International Journal 14 (2/3), 157-168, 2004
612004
Customer switching behavior in retailing
I Roos
Swedish School of Economics and Business Administration, 1998
601998
The role of customer clubs in recent telecom relationships
I Roos, A Gustafsson, B Edvardsson
International journal of service industry management 16 (5), 436-454, 2005
562005
Customer complaints and switching behavior—a study of relationship dynamics in a telecommunication company
B Edvardsson, I Roos
Journal of Relationship Marketing 2 (1-2), 43-68, 2003
552003
Customer‐support service in the relationship perspective
I Roos, B Edvardsson
Managing Service Quality: An International Journal 18 (1), 87-107, 2008
412008
The household as an instrumental and affective trigger in intervention programs for travel behavior change
F Skarin, LE Olsson, I Roos, M Friman
Travel Behaviour and Society 6, 83-89, 2017
282017
The system can't perform the operation now. Try again later.
Articles 1–20