| The American customer satisfaction index: nature, purpose, and findings C Fornell, MD Johnson, EW Anderson, J Cha, BE Bryant Journal of marketing 60 (4), 7-18, 1996 | 9258 | 1996 |
| 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 | 3078 | 2005 |
| The evolution and future of national customer satisfaction index models MD Johnson, A Gustafsson, TW Andreassen, L Lervik, J Cha Journal of economic Psychology 22 (2), 217-245, 2001 | 2027 | 2001 |
| A framework for comparing customer satisfaction across individuals and product categories MD Johnson, C Fornell Journal of economic psychology 12 (2), 267-286, 1991 | 1882 | 1991 |
| The evolution of loyalty intentions MD Johnson, A Herrmann, F Huber Journal of marketing 70 (2), 122-132, 2006 | 1477 | 2006 |
| Rational and adaptive performance expectations in a customer satisfaction framework MD Johnson, EW Anderson, C Fornell Journal of consumer research 21 (4), 695-707, 1995 | 1154 | 1995 |
| Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations LL Olsen, MD Johnson Journal of Service Research 5 (3), 184-195, 2003 | 896 | 2003 |
| The effects of satisfaction and loyalty on profits and growth: products versus services B Edvardsson, MD Johnson, A Gustafsson, T Strandvik Total quality management 11 (7), 917-927, 2000 | 877 | 2000 |
| Customer portfolio management: Toward a dynamic theory of exchange relationships MD Johnson, F Selnes Journal of marketing 68 (2), 1-17, 2004 | 851 | 2004 |
| Improving customer satisfaction, loyalty and profit: an integrated measurement and management system M Johnson, A Gustafsson John Wiley & Sons, 2006 | 745 | 2006 |
| Consumer choice strategies for comparing noncomparable alternatives MD Johnson Journal of consumer research 11 (3), 741-753, 1984 | 678 | 1984 |
| New service development and innovation in the new economy B Edvardsson, A Gustafsson, B Sandén, MD Johnson Studenlitteratur, 2000 | 573 | 2000 |
| Growing the trust relationship CW Hart, MD Johnson | 474 | 1999 |
| Capturing customer heterogeneity using a finite mixture PLS approach C Hahn, MD Johnson, A Herrmann, F Huber Schmalenbach Business Review 54, 243-269, 2002 | 432 | 2002 |
| Customer Orientation and Market Action MD Johnson Prentice-Hall, 1998 | 406 | 1998 |
| The American customer satisfaction index: Nature, purpose, and findings C Fomell, MD Johnson, EW Anderson, J Cha, BE Bryant Journal of marketing 60 (4), 7-18, 1996 | 388 | 1996 |
| Determining attribute importance in a service satisfaction model A Gustafsson, MD Johnson Journal of Service Research 7 (2), 124-141, 2004 | 376 | 2004 |
| Competing in a Service Economy: How to Create a Competitive Advantage through Service Development and Innovation A Gustafsson, MD Johnson | 362* | 2003 |
| The impact of quality practices on customer satisfaction and business results: product versus service organizations L Nilsson, MD Johnson, A Gustafsson Journal of quality management 6 (1), 5-27, 2001 | 356 | 2001 |
| Compatibility effects in evaluations of satisfaction and loyalty S Auh, MD Johnson Journal of Economic psychology 26 (1), 35-57, 2005 | 355 | 2005 |
