Johnson, Michael D.

The American Customer Satisfaction Index: Nature, Purpose, and Findings

Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996) · Journal of Marketing

Customer Service Quality and LoyaltyPatient Satisfaction in Healthcare

Cited by 4,736

Teams in Organizations: From Input-Process-Output Models to IMOI Models

Ilgen, D. R., Hollenbeck, J. R., Johnson, M., & Jundt, D. (2005) · Annual Review of Psychology

Team Dynamics and PerformanceSocial and Intergroup Psychology

Cited by 2,273

The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention

Gustafsson, A., Johnson, M. D., & Roos, I. (2005) · Journal of Marketing

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 1,576

Expressed humility in organizations: Implications for performance, teams, and leadership

Owens, B. P., Johnson, M. D., & Mitchell, T. R. (2013) · Organization Science

Job Satisfaction and Organizational BehaviorForgiveness and Related Behaviors

Cited by 927

A framework for comparing customer satisfaction across individuals and product categories

Johnson, M. D., & Fornell, C. (1991) · Journal of Economic Psychology

Customer Service Quality and LoyaltyConsumer Market Behavior and Pricing

Cited by 898

The Evolution of Loyalty Intentions

Johnson, M. D., Herrmann, A., & Huber, F. (2006) · Journal of Marketing

Customer Service Quality and LoyaltyConsumer Behavior in Brand Consumption and Identification

Cited by 787

A comprehensive model of customer trust in two retail stores

Guenzi, P., Johnson, M. D., & Castaldo, S. (2009) · Journal of Service Management

Customer Service Quality and LoyaltyConsumer Retail Behavior Studies

Cited by 191