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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

Loyalty formation for different customer journey segments

Herhausen, Dennis; Kleinlercher, Kristina; Verhoef, Peter C. - In: Journal of retailing 95 (2019) 3, pp. 9-29

Persistent link: https://www.econbiz.de/10012130003

Understanding customer experience throughout the customer journey

Lemon, Katherine N.; Verhoef, Peter C. - In: Journal of marketing 80 (2016) 6, pp. 69-96

Persistent link: https://www.econbiz.de/10011621578

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

The role of consumer confidence in creating customer loyalty

Ou, Yi-chun; Vries, Lisette de; Wiesel, Thorsten; … - In: Journal of service research : JSR 17 (2014) 3, pp. 339-354

Persistent link: https://www.econbiz.de/10010393226

Understanding Brand and Dealer Retention in the New Car Market : The Moderating Role of Brand Type

Verhoef, Peter C.; Donkers, Bas; Langerak, Fred - 2012

Dealers are assumed to contribute positively to brand retention. We argue that the type of brand moderates the effect of dealer performance on brand retention. Moreover, dealer retention is determined by different drivers for dealers selling different types of brands. To analyze our claims...

Persistent link: https://www.econbiz.de/10014028882