Johnson, Lester W.

The role of perceived risk in the quality-value relationship: A study in a retail environment

Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999) · Journal of Retailing

Customer Service Quality and LoyaltyConsumer Market Behavior and Pricing

Cited by 1,675

Making conversations with chatbots more personalized

Shumanov, M., & Johnson, L. (2021) · Computers in Human Behavior

AI in Service InteractionsSocial Robot Interaction and HRI

Cited by 363

Constructing a Corporate Social Responsibility Reputation Using Corporate Image Advertising

Pomering, A., & Johnson, L. W. (2009) · Australasian Marketing Journal

Corporate Social Responsibility ReportingCorporate Identity and Reputation

Cited by 144

Customer loyalty to one service worker: Should it be discouraged?

Bove, L. L., & Johnson, L. W. (2006) · International Journal of Research in Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 140

Inertia in services: causes and consequences for switching

Gray, D. M., D’Alessandro, S., Johnson, L. W., & Carter, L. (2017) · Journal of Services Marketing

Customer Service Quality and LoyaltyConsumer Market Behavior and Pricing

Cited by 73

The “I Love To Hate Them” Relationship with Cell Phone Service Providers: The Role of Customer Inertia and Anger

Carter, L., Gray, D., D'Alessandro, S., & Johnson, L. (2016) · Services Marketing Quarterly

Customer Service Quality and LoyaltyTechnology Adoption and User Behaviour

Cited by 10