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A dynamic model of customers' usage of services : usage as an antecedent and consequence of satisfaction
Bolton, Ruth N.; Lemon, Katherine N. - 1998
Persistent link: https://www.econbiz.de/10000988899
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The effect of service experiences over time on a supplier's retention of business customers ; Report No. 04-119
Bolton, Ruth N.; Lemon, Katherine N.; Bramlett, Matthew D. - In: MSI reports : working paper series (2004) 4, pp. 48-71
Persistent link: https://www.econbiz.de/10002707976
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Customer engagement behavior: theoretical foundations and research directions
Doorn, Jenny van; Lemon, Katherine N.; Mittal, Vikas; … - In: Journal of service research : JSR 13 (2010) 3, pp. 253-266
Persistent link: https://www.econbiz.de/10008652135
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Fishing for compliments and complaints : the influence of solicited customer feedback and company acknowledgment on customer attitudes and intentions
Bone, Sterling A.; Lemon, Katherine N.; Liljenquist, … - In: MSI reports : working paper series (2009) 3, pp. 51-75
Persistent link: https://www.econbiz.de/10003950188
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Why customers won't relate : obstacles to relationship marketing engagement
Ashley, Christy; Noble, Stephanie M.; Donthu, Naveen; … - In: Journal of business research : JBR 64 (2011) 7, pp. 749-756
Persistent link: https://www.econbiz.de/10009151695
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Minimum required payment and supplemental information disclosure effects on consumer debt repayment decisions
Navarro-Martinez, Daniel; Salisbury, Linda Court; … - In: Journal of marketing research : JMR 48 (2011), pp. 60-77
Persistent link: https://www.econbiz.de/10009389978
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Customer migration patterns : evidence from a North American retailer
Mark, Tanya; Lemon, Katherine N.; Vandenbosch, Mark B. - In: Journal of marketing theory and practice 22 (2014) 3, pp. 251-269
Persistent link: https://www.econbiz.de/10010392228
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How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service
Bone, Sterling A.; Fombelle, Paul W.; Ray, Kristal R.; … - In: Journal of service research : JSR 18 (2015) 1, pp. 23-38
Persistent link: https://www.econbiz.de/10010483441
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Customer experience creation : determinants, dynamics and management strategies
Verhoef, Peter C.; Lemon, Katherine N.; Parasuraman, A.; … - In: Journal of retailing 85 (2009) 1, pp. 31-41
Persistent link: https://www.econbiz.de/10003834491
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Is transparency a good thing? : how online price transparency and variability can benefit firms and influence consumer decision making
Hanna, Richard; Lemon, Katherine N.; Smith, Gerald E. - In: Business horizons 62 (2019) 2, pp. 227-236
Persistent link: https://www.econbiz.de/10011995689