Michael D. Johnson
University of Michigan
100 Papers
1.1K Citations
Michael D. Johnson is an academic researcher from University of Michigan. The author has contributed to research in topics: Customer satisfaction & Customer retention. The author has an hindex of 42, co-authored 100 publications. Previous affiliations of Michael D. Johnson include Cornell University.
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Papers
The American Customer Satisfaction Index: Nature, Purpose, and Findings
TL;DR: The American Customer Satisfaction Index (ACSI) as discussed by the authors is a new market-based performance measure for firms, industries, economic sectors, and national economies that measures the satisfaction of customers.
The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
TL;DR: In this paper, the authors examined the effects of customer satisfaction, affective commitment, and calculative commitment on retention of telecommunications services and further examined the potential for situational and reactional trigger conditions to moderate the satisfaction-retention relationship.
The Evolution and Future of National Customer Satisfaction Index Models
TL;DR: In this article, the authors propose and test a number of modifications and improvements to the national index models using survey data from the Norwegian Customer Satisfaction Barometer (NCSB), and find general support for the proposed modifications.
1.1K
A Framework for Comparing Customer Satisfaction across Individuals and Product Categories
Michael D. Johnson,Claes Fornell +1 more
TL;DR: In this article, a framework is presented which integrates economic and psychological perspectives in order to compare customer satisfaction across individuals and product categories, and the framework lays the foundation for the development of a national index for customer satisfaction that is now in place in Sweden.
1K
The Evolution of Loyalty Intentions
TL;DR: In this article, the authors demonstrate that loyalty intentions are a function of perceived value early in the life cycle, and over time, more affective attitudes toward the brand and the relationship with the company come to mediate the effects of value on intentions.