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Managing complaints to improve customer profitability
Cambra-Fierro, Jesus; Melero, Iguacel; Sesé, F. Javier - In: Journal of retailing 91 (2015) 1, pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
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Unlocking the power of marketing : understanding the links between customer mindset metrics, behavior, and profitability
Petersen, J. Andrew; Kumar, V.; Polo-Redondo, Yolanda; … - In: Journal of the Academy of Marketing Science 46 (2018) 5, pp. 813-836
Persistent link: https://www.econbiz.de/10011924769
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Customer equity drivers, customer experience quality, and customer profitability in banking services : the moderating role of social influence
Gao, Lily; Melero-Polo, Iguácel; Sesé, F. Javier - In: Journal of service research 23 (2020) 2, pp. 174-193
Persistent link: https://www.econbiz.de/10012216517
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Expanding business-to-business customer relationships : modeling the customer's upgrade decision
Bolton, Ruth M.; Lemon, Katherine N.; Verhoef, Peter C. - In: Journal of marketing 72 (2008) 1, pp. 46-64
Persistent link: https://www.econbiz.de/10003642961
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Critical incidents and the impact of satisfaction on customer share
Doorn, Jenny van; Verhoef, Peter C. - In: Journal of marketing 72 (2008) 4, pp. 123-142
Persistent link: https://www.econbiz.de/10003747976
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Losses loom longer than gains : modeling the impact of service crises on perceived service quality over time
Gijsenberg, Maarten J.; Heerde, Harald J. van; Verhoef, … - In: Journal of marketing research : JMR 52 (2015) 5, pp. 642-656
Persistent link: https://www.econbiz.de/10011349867
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The predictive ability of different customer feedback metrics for retention
Haan, Evert de; Verhoef, Peter C.; Wiesel, Thorsten - In: International journal of research in marketing : IJRM ; … 32 (2015) 2, pp. 195-206
Persistent link: https://www.econbiz.de/10011337502
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The effects of customer equity drivers on loyalty across services industries and firms
Ou, Yi-Chun; Verhoef, Peter C.; Wiesel, Thorsten - In: Journal of the Academy of Marketing Science 45 (2017) 3, pp. 336-356
Persistent link: https://www.econbiz.de/10011684991
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Developing a service improvement system for the National Dutch Railways
Verhoef, Peter C.; Heijnsbroek, Martin; Bosma, Joost - In: Interfaces : the INFORMS journal on the practice of … 47 (2017) 6, pp. 489-504
Persistent link: https://www.econbiz.de/10011784189
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Moving forward : the role of marketing in fostering public transport usage
Gijsenberg, Maarten J.; Verhoef, Peter C. - In: Journal of public policy & marketing 38 (2019) 3, pp. 354-371
Persistent link: https://www.econbiz.de/10012534249