| 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 | 3046 | 2005 |
| 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 | 1414 | 2005 |
| Switching processes in customer relationships I Roos Journal of Service Research 2 (1), 68-85, 1999 | 588 | 1999 |
| 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 | 499 | 2001 |
| Customer‐relationship levels–from spurious to true relationships V Liljander, I Roos Journal of services marketing 16 (7), 593-614, 2002 | 364 | 2002 |
| Methods of investigating critical incidents: a comparative review I Roos Journal of Service Research 4 (3), 193-204, 2002 | 280 | 2002 |
| Customer switching patterns in competitive and noncompetitive service industries I Roos, B Edvardsson, A Gustafsson Journal of Service research 6 (3), 256-271, 2004 | 245 | 2004 |
| Understanding frequent switching patterns I Roos, A Gustafsson Journal of Service Research 10 (1), 93-108, 2007 | 130 | 2007 |
| Switching paths in customer relationships. IR Roos | 98 | 2001 |
| Diagnosing the termination of customer relationships I Roos, T Strandvik Swedish School of Economics and Business Administration, 1996 | 96 | 1996 |
| 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 | 70 | 2011 |
| Emotions and stability in telecom‐customer relationships I Roos, M Friman, B Edvardsson Journal of Service Management 20 (2), 192-208, 2009 | 70 | 2009 |
| Emotional experiences in customer relationships–a telecommunication study I Roos, M Friman International Journal of Service Industry Management 19 (3), 281-301, 2008 | 65 | 2008 |
| 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 | 63 | 2006 |
| 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 | 62 | 2005 |
| 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 | 61 | 2004 |
| Customer switching behavior in retailing I Roos Swedish School of Economics and Business Administration, 1998 | 60 | 1998 |
| 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 | 55 | 2003 |
| Customer‐support service in the relationship perspective I Roos, B Edvardsson Managing Service Quality: An International Journal 18 (1), 87-107, 2008 | 41 | 2008 |
| 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 | 31 | 2017 |
Anders GustafssonProfessor of Marketing, BI Norwegian Business SchoolVerified email at bi.no
