RESEARCHER PROFILE

Magnus Söderlund

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M

Stockholm School of Economics

Customer Service Quality and LoyaltyAI in Service InteractionsConsumer Retail Behavior StudiesConsumer Behavior and Marketing InfluenceConsumer Behavior in Brand Consumption and Identification

Magnus Söderlund works in Customer Service Quality and Loyalty, AI in Service Interactions, Consumer Retail Behavior Studies, Consumer Behavior and Marketing Influence, Consumer Behavior in Brand Consumption and Identification. Recorded institutional associations include Stockholm School of Economics.

121Publications
3,582Citations
30H-index

ORCID

Inclusion identifies researchers whose recorded research contributions may inform their university’s understanding of its research community. It does not rank individual research quality or establish current employment.

Selected research works

Up to 100 highly cited works; DOI links open the original research. Counts reflect the collected record, not real-time citation totals.

  1. Customer satisfaction and its consequences on customer behaviour revisited

    1998 · 427 citations

  2. Measuring customer loyalty with multi‐item scales

    2006 · 280 citations

  3. Customer familiarity and its effects on satisfaction and behavioral intentions

    2002 · 237 citations

  4. Receiving word-of-mouth from the service customer: An emotion-based effectiveness assessment

    2006 · 195 citations

  5. Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction

    2008 · 121 citations

  6. Revisiting the smiling service worker and customer satisfaction

    2008 · 119 citations

  7. Young consumers’ responses to suspected covert and overt blog marketing

    2015 · 116 citations

  8. Extending the experience construct: an examination of online grocery shopping

    2020 · 113 citations

  9. Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction

    2021 · 111 citations

  10. Behavioral Intentions in Satisfaction Research Revisited

    2003 · 88 citations

  11. Assessing behavior before it becomes behavior

    2005 · 85 citations

  12. Loyalty program rewards and their impact on perceived justice, customer satisfaction, and repatronize intentions

    2015 · 80 citations

  13. Service robots with (perceived) theory of mind: An examination of humans’ reactions

    2022 · 79 citations

  14. Short brand stories on packaging: An examination of consumer responses

    2018 · 76 citations

  15. The happy virtual agent and its impact on the human customer in the service encounter

    2020 · 76 citations

  16. The proactive employee on the floor of the store and the impact on customer satisfaction

    2018 · 64 citations

  17. The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction

    2017 · 63 citations

  18. Other customers in the retail environment and their impact on the customer’s evaluations of the retailer

    2010 · 62 citations

  19. Dismantling "Positive Affect" and Its Effects on Customer Satisfaction: An Empirical Examination of Customer Joy in a Service Encounter

    2004 · 60 citations

  20. Effects of Switching Barriers on Satisfaction, Repurchase Intentions and Attitudinal Loyalty

    2003 · 58 citations

  21. Influencing consumers to choose environment friendly offerings: Evidence from field experiments

    2017 · 57 citations

  22. The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction

    2010 · 51 citations

  23. Employee Mere Presence and Its Impact on Customer Satisfaction

    2016 · 49 citations

  24. Spreading joy: examining the effects of smiling models on consumer joy and attitudes

    2015 · 48 citations

  25. Customer Satisfaction and Links to Customer Profitability: An Empirical Examination of the Association Between Attitudes and Behavior

    1999 · 48 citations

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