Michael D. Johnson

Michael D. Johnson is the D. Maynard Phelps Professor of Business Administration and a
professor of marketing at the University of Michigan Business School. He is the author of three books and has published
extensively on consumer judgment and choice, customer orientation, quality and customer satisfaction, and loyalty
management. He earned a doctorate in behavioral science and marketing from the University of Chicago Graduate
School of Business. Michael was instrumental in developing both the Swedish Customer Satisfaction Barometer and
the American Customer Satisfaction Index. He may be contacted at the University of Michigan Business School, 701
Tappan Street, Ann Arbor, Michigan 48109-1234 (phone: 734-764-1259; fax: 734-936-0274)