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
23362005
Service portraits in service research: a critical review
B Edvardsson, A Gustafsson, I Roos
International journal of service industry management, 2005
11882005
Switching processes in customer relationships
I Roos
Journal of Service Research 2 (1), 68-85, 1999
5121999
Critical incident techniques
B Edvardsson, I Roos
International Journal of Service Industry Management, 2001
4112001
Customer‐relationship levels–from spurious to true relationships
V Liljander, I Roos
Journal of services marketing, 2002
3102002
Methods of investigating critical incidents: a comparative review
I Roos
Journal of Service Research 4 (3), 193-204, 2002
2442002
Customer switching patterns in competitive and noncompetitive service industries
I Roos, B Edvardsson, A Gustafsson
Journal of Service research 6 (3), 256-271, 2004
2032004
Understanding frequent switching patterns
I Roos, A Gustafsson
Journal of Service Research 10 (1), 93-108, 2007
1172007
Switching paths in customer relationships
I Roos
Svenska handelshögskolan, 1999
931999
Diagnosing the termination of customer relationships
I Roos, T Strandvik
Swedish School of Economics and Business Administration, 1996
781996
Customer clubs in a relationship perspective: a telecom case
A Gustafsson, I Roos, B Edvardsson
Managing Service Quality: An International Journal, 2004
622004
The influence of active and passive customer behavior on switching in customer relationships
I Roos, A Gustafsson
Managing Service Quality: An International Journal, 2011
582011
Emotions and stability in telecom‐customer relationships
I Roos, M Friman, B Edvardsson
Journal of Service Management, 2009
572009
The role of customer clubs in recent telecom relationships
I Roos, A Gustafsson, B Edvardsson
International journal of service industry management, 2005
542005
Customer switching behavior in retailing
I Roos
Swedish School of Economics and Business Administration, 1998
531998
Emotional experiences in customer relationships–a telecommunication study
I Roos, M Friman
International Journal of Service Industry Management, 2008
522008
Defining relationship quality for customer-driven business development
I Roos, A Gustafsson, B Edvardsson
International Journal of Service Industry Management 17 (2), 207-223, 2006
512006
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
452003
Customer‐support service in the relationship perspective
I Roos, B Edvardsson
Managing Service Quality: An International Journal, 2008
312008
My customers are in my blind spot: are they changing and I cannot see it?
K Wägar, I Roos, A Ravald, B Edvardsson
Journal of Service Research 15 (2), 150-165, 2012
222012
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Articles 1–20