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Understanding Customer Experience Throughout the Customer Journey

Journal of marketing, 2016-11, Vol.80 (6), p.69-96

2016

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Customer Experience Creation: Determinants, Dynamics and Management Strategies

Journal of retailing, 2009-03, Vol.85 (1), p.31-41

2009

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Customer Engagement Behavior: Theoretical Foundations and Research Directions

Journal of service research : JSR, 2010-08, Vol.13 (3), p.253-266

2010

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Return on Marketing: Using Customer Equity to Focus Marketing Strategy

Journal of marketing, 2004-01, Vol.68 (1), p.109-127

2004

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The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research

Journal of the Academy of Marketing Science, 2004-07, Vol.32 (3), p.271-292

2004

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Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

Journal of service research : JSR, 2020-11, Vol.23 (4), p.433-455

2020

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Capturing the Evolution of Customer–Firm Relationships: How Customers Become More (or Less) Valuable Over Time

Journal of retailing, 2013-09, Vol.89 (3), p.231-245

2013

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Gaining Customer Experience Insights That Matter

Journal of service research : JSR, 2019-02, Vol.22 (1), p.8-26

2019

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The WOW factor: Creating value through win-back offers to reacquire lost customers

Journal of retailing, 2007, Vol.83 (1), p.47-64

2007

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The Customer Pyramid: Creating and Serving Profitable Customers

California management review, 2001-07, Vol.43 (4), p.118-142

2001

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Service Research Priorities: Managing and Delivering Service in Turbulent Times

Journal of service research : JSR, 2021-08, Vol.24 (3), p.329-353

2021

Volltextzugriff (PDF)

The Art of Creating Attractive Consumer Experiences at the Right Time: Skills Marketers Will Need to Survive and Thrive

GfK marketing intelligence review, 2016-11, Vol.8 (2), p.44-49

Lemon, Katherine N.

2016

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Guest Editorial: Responsible Research in Marketing

Journal of the Academy of Marketing Science, 2022, Vol.50 (1), p.8-12

2022

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Service Research Priorities: Designing Sustainable Service Ecosystems

Journal of service research : JSR, 2021-11, Vol.24 (4), p.462-479

2021

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What Is the True Value of a Lost Customer?

Journal of service research : JSR, 2003-02, Vol.5 (3), p.196-208

2003

Volltextzugriff (PDF)

How is retargeting related to purchase incidence, channel choice, and purchase quantity?

Marketing letters, 2024-06, Vol.35 (2), p.275-288

2024

Volltextzugriff (PDF)

Successful customer value management: Key lessons and emerging trends

European management journal, 2013-02, Vol.31 (1), p.1-15

2013

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Responding to the 98%: face-enhancing strategies for dealing with rejected customer ideas

Journal of the Academy of Marketing Science, 2016-11, Vol.44 (6), p.685-706

2016

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Why customers won't relate: Obstacles to relationship marketing engagement

Journal of business research, 2011-07, Vol.64 (7), p.749-756

2011

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Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value

The Journal of services marketing, 2023-03, Vol.37 (4), p.478-495

2023

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A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction

Journal of marketing research, 1999-05, Vol.36 (2), p.171

1999

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The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage: A Longitudinal Analysis

Journal of service research : JSR, 2009-05, Vol.11 (4), p.357-370

2009

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How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service

Journal of service research : JSR, 2015-02, Vol.18 (1), p.23-38

2015

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Antecedents of peripheral services cross-buying behavior

Journal of retailing and consumer services, 2017-05, Vol.36, p.218-224

2017

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The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers

Management science, 2006-12, Vol.52 (12), p.1811-1823

2006

Volltextzugriff (PDF)

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Understanding Customer Experience Throughout the Customer Journey

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Customer Engagement Behavior: Theoretical Foundations and Research Directions

Return on Marketing: Using Customer Equity to Focus Marketing Strategy

The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research

Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

Capturing the Evolution of Customer–Firm Relationships: How Customers Become More (or Less) Valuable Over Time

Gaining Customer Experience Insights That Matter

The WOW factor: Creating value through win-back offers to reacquire lost customers

The Customer Pyramid: Creating and Serving Profitable Customers

Service Research Priorities: Managing and Delivering Service in Turbulent Times

The Art of Creating Attractive Consumer Experiences at the Right Time: Skills Marketers Will Need to Survive and Thrive

Guest Editorial: Responsible Research in Marketing

Service Research Priorities: Designing Sustainable Service Ecosystems

What Is the True Value of a Lost Customer?

How is retargeting related to purchase incidence, channel choice, and purchase quantity?

Successful customer value management: Key lessons and emerging trends

Responding to the 98%: face-enhancing strategies for dealing with rejected customer ideas

Why customers won't relate: Obstacles to relationship marketing engagement

Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value

A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction

The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage: A Longitudinal Analysis

How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service

Antecedents of peripheral services cross-buying behavior

The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers

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