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How do firms handle variability in customer experience? : a dynamic approach to better understanding customer retention
Cambra-Fierro, Jesús; Gao, Lily; Melero-Polo, Iguácel; … - In: Journal of retailing and consumer services 61 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012581938
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The influence of communication in destination imagery during COVID-19
Cambra-Fierro, Jesús; Fuentes-Blasco, María; Gao, Lily; … - In: Journal of retailing and consumer services 64 (2022), pp. 1-9
Persistent link: https://www.econbiz.de/10013209580
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The power of social influence and customer-firm interactions in predicting non-transactional behaviors, immediate customer profitability, and long-term customer value
Cambra-Fierro, Jesús; Gao, Lily; Melero-Polo, Iguácel - In: Journal of business research : JBR 125 (2021), pp. 103-119
Persistent link: https://www.econbiz.de/10012494048
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How do macro-environmental factors impact customer experience? : a refined typology, integrative framework, and implications
Cambra-Fierro, Jesús; Gao, Lily; López-Pérez, María … - In: The service industries journal 42 (2022) 9/10, pp. 653-687
Persistent link: https://www.econbiz.de/10013362138
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Customer equity drivers, customer experience quality, and customer profitability in banking services : the moderating role of social influence
Gao, Lily; Melero-Polo, Iguácel; Sesé, F. Javier - In: Journal of service research 23 (2020) 2, pp. 174-193
Persistent link: https://www.econbiz.de/10012216517
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Winning your customers' minds and hearts : disentangling the effects of lock-in and affective customer experience on retention
Gao, Lily; Haan, Evert de; Melero-Polo, Iguácel; … - In: Journal of the Academy of Marketing Science 51 (2023) 2, pp. 334-371
Persistent link: https://www.econbiz.de/10014251177
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Exploring the role of service touchpoints on the path to financial, behavioral and relational customer outcomes : insights from a B2B service context
Gao, Lily; Melero-Polo, Iguácel; Ruz-Mendoza, Miguel Á.; … - In: The journal of business & industrial marketing 37 (2022) 11, pp. 2260-2277
Persistent link: https://www.econbiz.de/10013455399
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Multichannel integration along the customer journey : a systematic review and research agenda
Gao, Lily; Melero, Iguacel; Sesé, F. Javier - In: The service industries journal 40 (2020) 15/16, pp. 1087-1118
Persistent link: https://www.econbiz.de/10012403818
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Channel habits and the development of successful customer-firm relationships in services
Cambra-Fierro, Jesús; Melero-Polo, Iguácel; Patrício, Lia - In: Journal of service research 23 (2020) 4, pp. 456-475
Persistent link: https://www.econbiz.de/10012391608
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Spain : an opportunity to improve working conditions through CSR
Coller, Xavier; Cambra-Fierro, Jesús; Gualtieri, Thomas; … - In: Corporate social responsibility and trade unions : …, (pp. 151-168). 2015
Persistent link: https://www.econbiz.de/10010429110