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1

Understanding Customer Experience throughout the Customer Journey 1

Lemon, Katherine N., Verhoef, Peter C.

Journal:

Journal of Marketing

Year:

2016

Language:

english

File:

PDF, 978 KB

english, 2016

2

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, Leonard A. Schlesinger

Journal:

Journal of Retailing

Year:

2009

Language:

english

File:

PDF, 422 KB

english, 2009

3

From Multi-Channel Retailing to Omni-Channel Retailing

Verhoef, Peter C., Kannan, P.K., Inman, J. Jeffrey

Journal:

Journal of Retailing

Year:

2015

Language:

english

File:

PDF, 469 KB

english, 2015

4

Challenges and solutions for marketing in a digital era

Leeflang, Peter S.H., Verhoef, Peter C., Dahlström, Peter, Freundt, Tjark

Journal:

European Management Journal

Year:

2014

Language:

english

File:

PDF, 1.56 MB

english, 2014

5

Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development

Verhoef, Peter C.

Journal:

Journal of Marketing

Year:

2003

Language:

english

File:

PDF, 131 KB

english, 2003

6

Multichannel customer management: Understanding the research-shopper phenomenon

Peter C. Verhoef, Scott A. Neslin, Björn Vroomen

Journal:

International Journal of Research in Marketing

Year:

2007

Language:

english

File:

PDF, 802 KB

english, 2007

7

Consumer Connectivity in a Complex, Technology-enabled, and Mobile-oriented World with Smart Products

Verhoef, Peter C., Stephen, Andrew T., Kannan, P.K., Luo, Xueming, Abhishek, Vibhanshu, Andrews, Michelle, Bart, Yakov, Datta, Hannes, Fong, Nathan, Hoffman, Donna L., Hu, Mandy Mantian, Novak, Tom, R

Journal:

Journal of Interactive Marketing

Year:

2017

Language:

english

File:

PDF, 386 KB

english, 2017

8

The Showrooming Phenomenon: It's More than Just About Price

Gensler, Sonja, Neslin, Scott A., Verhoef, Peter C.

Journal:

Journal of Interactive Marketing

Year:

2017

Language:

english

File:

PDF, 379 KB

english, 2017

9

Understanding the Marketing Department's Influence Within the Firm

Verhoef, Peter C, Leeflang, Peter S.H

Journal:

Journal of Marketing

Year:

2009

Language:

english

File:

PDF, 198 KB

english, 2009

10

Understanding consumers’ multichannel choices across the different stages of the buying process

Sonja Gensler, Peter C. Verhoef, Martin Böhm

Journal:

Marketing Letters

Year:

2012

Language:

english

File:

PDF, 284 KB

english, 2012

11

Successful customer value management: Key lessons and emerging trends

Verhoef, Peter C., Lemon, Katherine N.

Journal:

European Management Journal

Year:

2013

Language:

english

File:

PDF, 947 KB

english, 2013

12

The impact of hard discounter presence on store satisfaction and store loyalty

Hunneman, Auke, Verhoef, Peter C., Sloot, Laurens M.

Journal:

Journal of Retailing and Consumer Services

Year:

2021

File:

PDF, 913 KB

2021

13

The effect of acquisition channels on customer loyalty and cross-buying

Peter C. Verhoef, Bas Donkers

Journal:

Journal of Interactive Marketing

Year:

2005

Language:

english

File:

PDF, 148 KB

english, 2005

14

Loyalty Programmes: Current Knowledge and Research Directions

Matilda Dorotic, Tammo H.A. Bijmolt, Peter C. Verhoef

Journal:

International Journal of Management Reviews

Year:

2012

Language:

english

File:

PDF, 310 KB

english, 2012

15

Customer intimacy and commitment to relationships with firms in five different sectors: Preliminary evidence

Marnix S. Bügel, Peter C. Verhoef, Abraham P. Buunk

Journal:

Journal of Retailing and Consumer Services

Year:

2011

Language:

english

File:

PDF, 302 KB

english, 2011

16

The predictive ability of different customer feedback metrics for retention

de Haan, Evert, Verhoef, Peter C., Wiesel, Thorsten

Journal:

International Journal of Research in Marketing

Year:

2015

Language:

english

File:

PDF, 485 KB

english, 2015

17

Loyalty Formation for Different Customer Journey Segments

Herhausen, Dennis, Kleinlercher, Kristina, Verhoef, Peter C., Emrich, Oliver, Rudolph, Thomas

Journal:

Journal of Retailing

Year:

2019

Language:

english

File:

PDF, 1.18 MB

english, 2019

18

Digital transformation: A multidisciplinary reflection and research agenda

Verhoef, Peter C., Broekhuizen, Thijs, Bart, Yakov, Bhattacharya, Abhi, Qi Dong, John, Fabian, Nicolai, Haenlein, Michael

Journal:

Journal of Business Research

Year:

2019

Language:

english

File:

PDF, 809 KB

english, 2019

19

Modeling CLV: A test of competing models in the insurance industry

Bas Donkers, Peter C. Verhoef, Martijn G. de Jong

Journal:

Quantitative Marketing and Economics

Year:

2007

Language:

english

File:

PDF, 336 KB

english, 2007

20

Consumer Perception and Evaluation of Waiting Time: A Field Experiment

Gerrit Antonides, Peter C. Verhoef, Marcel van Aalst

Journal:

Journal of Consumer Psychology

Year:

2002

Language:

english

File:

PDF, 2.77 MB

english, 2002

21

Generating global brand equity through corporate social responsibility to key stakeholders

Anna Torres, Tammo H.A. Bijmolt, Josep A. Tribó, Peter Verhoef

Journal:

International Journal of Research in Marketing

Year:

2012

Language:

english

File:

PDF, 294 KB

english, 2012

22

Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development

Peter C. Verhoef

Journal:

Journal of Marketing

Year:

2003

Language:

english

File:

PDF, 3.01 MB

english, 2003

23

The effects of customer equity drivers on loyalty across services industries and firms

Ou, Yi-Chun, Verhoef, Peter C., Wiesel, Thorsten

Journal:

Journal of the Academy of Marketing Science

Year:

2017

Language:

english

File:

PDF, 615 KB

english, 2017

24

The impact of corporate social responsibility on customer attitudes and retention—the moderating role of brand success indicators

van Doorn, Jenny, Onrust, Marjolijn, Verhoef, Peter C., Bügel, Marnix S.

Journal:

Marketing Letters

Year:

2017

Language:

english

File:

PDF, 561 KB

english, 2017

25

Staying Power of Churn Prediction Models

Hans Risselada, Peter C. Verhoef, Tammo H.A. Bijmolt

Journal:

Journal of Interactive Marketing

Year:

2010

Language:

english

File:

PDF, 576 KB

english, 2010

26

Multichannel Shopper Segments and Their Covariates

Umut Konuş, Peter C. Verhoef, Scott A. Neslin

Journal:

Journal of Retailing

Year:

2008

Language:

english

File:

PDF, 370 KB

english, 2008

27

Driving Customer Equity, How Customer Lifetime Value is Reshaping Corporate Strategy: Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon, The Free Press, New York; (2000), 292pp.

Peter C Verhoef, Harry Commandeur

Journal:

Long Range Planning

Year:

2001

Language:

english

File:

PDF, 56 KB

english, 2001

28

Expanding Business-to-Business Customer Relationships: Modeling the Customer's Upgrade Decision

Bolton, Ruth N, Lemon, Katherine N, Verhoef, Peter C

Journal:

Journal of Marketing

Year:

2008

Language:

english

File:

PDF, 144 KB

english, 2008

29

Critical Incidents and the Impact of Satisfaction on Customer Share

Jenny van Doorn and Peter C. Verhoef

Journal:

Journal of Marketing

Year:

2008

Language:

english

File:

PDF, 2.75 MB

english, 2008

30

Device Switching in Online Purchasing: Examining the Strategic Contingencies

de Haan, Evert, Kannan, P.K., Verhoef, Peter C., Wiesel, Thorsten

Journal:

Journal of Marketing

Year:

2018

Language:

english

File:

PDF, 1.04 MB

english, 2018

31

Marketing perspectives on digital business models: A framework and overview of the special issue

Verhoef, Peter C., Bijmolt, Tammo H.A.

Journal:

International Journal of Research in Marketing

Year:

2019

Language:

english

File:

PDF, 574 KB

english, 2019

32

Externalities in urban sustainability: Environmental versus localization-type agglomeration externalities in a general spatial equilibrium model of a single-sector monocentric industrial city

Erik T. Verhoef, Peter Nijkamp

Journal:

Ecological Economics

Year:

2002

Language:

english

File:

PDF, 278 KB

english, 2002

33

The Short- and Long-Term Impact of an Assortment Reduction on Category Sales

Laurens M. Sloot, Dennis Fok and Peter C. Verhoef

Journal:

Journal of Marketing Research

Year:

2006

Language:

english

File:

PDF, 2.04 MB

english, 2006

34

The effects of mailing design characteristics on direct mail campaign performance

Feld, Sebastian, Frenzen, Heiko, Krafft, Manfred, Peters, Kay, Verhoef, Peter C.

Journal:

International Journal of Research in Marketing

Year:

2013

Language:

english

File:

PDF, 478 KB

english, 2013

35

Dynamic Effects of Social Influence and Direct Marketing on the Adoption of High-Technology Products

Risselada, Hans, Verhoef, Peter C., Bijmolt, Tammo H.A.

Journal:

Journal of Marketing

Year:

2014

Language:

english

File:

PDF, 220 KB

english, 2014

36

Understanding the Marketing Department's Influence within the Firm

Peter C. Verhoef and Peter S. H. Leeflang

Journal:

Journal of Marketing

Year:

2009

Language:

english

File:

PDF, 3.50 MB

english, 2009

37

Do vendors benefit from promotions in a multi-vendor loyalty program?

Matilda Dorotic, Dennis Fok, Peter C. Verhoef and Tammo H. A. Bijmolt

Journal:

Marketing Letters

Year:

2011

Language:

english

File:

PDF, 1.54 MB

english, 2011

38

The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers

Ou, Yi-Chun, Verhoef, Peter C.

Journal:

Journal of Business Research

Year:

2017

Language:

english

File:

PDF, 360 KB

english, 2017

39

App Adoption: The Effect on Purchasing of Customers Who Have Used a Mobile Website Previously

Liu, Huan, Lobschat, Lara, Verhoef, Peter C., Zhao, Hong

Journal:

Journal of Interactive Marketing

Year:

2019

Language:

english

File:

PDF, 1.60 MB

english, 2019

40

The theoretical underpinnings of customer asset management: A framework and propositions for future research

Ruth N. Bolton, Katherine N. Lemon, Peter C. Verhoef

Journal:

Journal of the Academy of Marketing Science

Year:

2004

Language:

english

File:

PDF, 2.97 MB

english, 2004

41

Understanding brand and dealer retention in the new car market: The moderating role of brand tier

Peter C. Verhoef, Fred Langerak, Bas Donkers

Journal:

Journal of Retailing

Year:

2007

Language:

english

File:

PDF, 293 KB

english, 2007

42

The Impact of Brand Delisting on Store Switching and Brand Switching Intentions

Laurens M. Sloot, Peter C. Verhoef

Journal:

Journal of Retailing

Year:

2008

Language:

english

File:

PDF, 411 KB

english, 2008

43

Creating lift versus building the base: Current trends in marketing dynamics

Peter S.H. Leeflang, Tammo H.A. Bijmolt, Jenny van Doorn, Dominique M. Hanssens, Harald J. van Heerde, Peter C. Verhoef, Jaap E. Wieringa

Journal:

International Journal of Research in Marketing

Year:

2009

Language:

english

File:

PDF, 251 KB

english, 2009

44

Customer Equity: Building and Managing Relationships as Valuable Assets: Robert C. Blattberg, Gary Getz and Jacquelyn S. Thomas, Harvard Business School Press (2000), 228 pp., £21.99

Peter C Verhoef

Journal:

Long Range Planning

Year:

2002

Language:

english

File:

PDF, 56 KB

english, 2002

45

For New Customers Only: A Study on the Effect of Acquisition Campaigns on a Service Company's Existing Customers' CLV

Lhoest-Snoeck, Sietske, van Nierop, Erjen, Verhoef, Peter C.

Journal:

Journal of Interactive Marketing

Year:

2014

Language:

english

File:

PDF, 422 KB

english, 2014

46

Expanding Business-to-Business Customer Relationships: Modeling the Customer's Upgrade Decision

Ruth N. Bolton, Katherine N. Lemon and Peter C. Verhoef

Journal:

Journal of Marketing

Year:

2008

Language:

english

File:

PDF, 2.72 MB

english, 2008

47

Selective Sampling for Binary Choice Models

Bas Donkers, Philip Hans Franses and Peter C. Verhoef

Journal:

Journal of Marketing Research

Year:

2003

Language:

english

File:

PDF, 1.31 MB

english, 2003

48

Understanding consumers' multichannel choices across the different stages of the buying process

Sonja Gensler, Peter C. Verhoef and Martin Böhm

Journal:

Marketing Letters

Year:

2012

Language:

english

File:

PDF, 1.42 MB

english, 2012

49

Permission Marketing and Privacy Concerns — Why Do Customers (Not) Grant Permissions?

Krafft, Manfred, Arden, Christine M., Verhoef, Peter C.

Journal:

Journal of Interactive Marketing

Year:

2017

Language:

english

File:

PDF, 972 KB

english, 2017

50

Multichannel Retailing: A Review and Research Agenda

Li, Huan, Lobschat, Lara, Verhoef, Peter C.

Journal:

Foundations and Trends® in Marketing

Year:

2018

File:

PDF, 1.80 MB

2018