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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

The moderating role of shopping trip type in store satisfaction formation

Hunneman, Auke; Verhoef, Peter C.; Sloot, Laurens M. - In: Journal of business research : JBR 78 (2017), pp. 133-142

Persistent link: https://www.econbiz.de/10011736263

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

Hunneman, Auke; Verhoef, Peter C.; Sloot, Laurens M. - In: Journal of retailing and consumer services 59 (2021), pp. 1-13

Persistent link: https://www.econbiz.de/10012434278

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

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

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

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

Changing perceptions and changing behavior in customer relationships

Verhoef, Peter C.; Franses, Philip Hans; Donkers, Bas - 2001

Persistent link: https://www.econbiz.de/10001600639

Changing Perceptions and Changing Behavior in Customer Relationships

Verhoef, Peter C.; Franses, Philip Hans; Donkers, Bas - 2009

We formulate a theoretical model in which we postulate that if a customers' behavior is perceived as not optimal, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also include new experiences. In our empirical study we...

Persistent link: https://www.econbiz.de/10014092564

Customer feedback metrics for marketing accountability

Haan, Evert de; Verhoef, Peter C.; Wiesel, Thorsten - In: Marketing accountability for marketing and …, (pp. 49-74). 2021

Persistent link: https://www.econbiz.de/10012653774