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Customer experience creation : determinants, dynamics and management strategies
Verhoef, Peter C.; Lemon, Katherine N.; Parasuraman, A.; … - In: Journal of retailing 85 (2009) 1, pp. 31-41
Persistent link: https://www.econbiz.de/10003834491
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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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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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The Theoretical Underpinnings of Customer Asset Management
Bolton, Ruth N. - 2012
Most research in customer asset management has focused on specific aspects of the value of the customer to the company. The purpose of this article is to propose an integrated framework ? called CUSAMS -- that enables service organizations to comprehensively assess the value of their...
Persistent link: https://www.econbiz.de/10012755862
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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
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The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research
Bolton, Ruth N.; Lemon, Katherine N.; Verhoef, Peter C. - In: Journal of the Academy of Marketing Science 32 (2004) 3, pp. 271-292
Persistent link: https://www.econbiz.de/10006150593
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Boekbesprekingen: - Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy
Rust, Roland T.; Zeithaml, Valarie A.; Lemon, Katherine N. - In: M & O : tijdschr. voor organisatiekunde en sociaal beleid 55 (2001) 3, pp. 85-90
Persistent link: https://www.econbiz.de/10006039380
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Expanding Business-to-Business Customer Relationships: Modeling the Customer's Upgrade Decision
Bolton, Ruth N.; Lemon, Katherine N.; Verhoef, Peter C. - In: Journal of marketing 72 (2008) 1, pp. 46-64
Persistent link: https://www.econbiz.de/10008171126
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Customer Experience Creation: Determinants, Dynamics and Management Strategies
Verhoef, Peter C.; Lemon, Katherine N.; Parasuraman, A.; … - In: Journal of retailing 85 (2009) 1, pp. 31-41
Persistent link: https://www.econbiz.de/10008232104
Cover Image
Customer Experience Creation: Determinants, Dynamics and Management Strategies
Verhoef, Peter C.; Lemon, Katherine N.; Parasuraman, A.; … - In: Journal of retailing 85 (2009) 1, pp. 31-42
Persistent link: https://www.econbiz.de/10008889588