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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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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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This brand is just not that into you : exploring the role of firm integrity in how consumers react to customer firing
Mende, Martin; Scott, Maura L.; Lemon, Katherine N.; … - In: Strong brands, strong relationships, (pp. 233-249). 2015
Persistent link: https://www.econbiz.de/10011313566
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Successful customer value management : key lessons and emerging trends
Verhoef, Peter C.; Lemon, Katherine N. - In: European management journal 31 (2013) 1, pp. 1-15
Persistent link: https://www.econbiz.de/10009732796
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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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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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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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What is the true value of a lost customer?
Hogan, John E.; Lemon, Katherine N.; Libai, Barak - 2002
Persistent link: https://www.econbiz.de/10001704756
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Driving customer equity : linking customer lifetime value to strategic marketing decisions
Rust, Roland T.; Lemon, Katherine N.; Zeithaml, Valarie A. - 2001
Persistent link: https://www.econbiz.de/10001618452
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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