Search Results - "Verhoef, Peter C"

Understanding Customer Experience Throughout the Customer Journey by Lemon, Katherine N., Verhoef, Peter C.

“…Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in…”
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Digital transformation: A multidisciplinary reflection and research agenda by Verhoef, Peter C., Broekhuizen, Thijs, Bart, Yakov, Bhattacharya, Abhi, Qi Dong, John, Fabian, Nicolai, Haenlein, Michael

“…Digital transformation and resultant business model innovation have fundamentally altered consumers’ expectations and behaviors, putting immense pressure on…”
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Loyalty Formation for Different Customer Journey Segments by Herhausen, Dennis, Kleinlercher, Kristina, Verhoef, Peter C., Emrich, Oliver, Rudolph, Thomas

“…•We identify five robust customer journey segments and their covariates.•Each segment represents a unique combination of different touchpoints.•We confirm…”
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Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value by Beckers, Sander F. M., van Doorn, Jenny, Verhoef, Peter C.

“…In today’s connected world, customer engagement behaviors are very important. Many companies launch initiatives to stimulate customer engagement. However,…”
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Device Switching in Online Purchasing: Examining the Strategic Contingencies by de Haan, Evert, Kannan, P.K., Verhoef, Peter C., Wiesel, Thorsten

“…The increased penetration of mobile devices has a significant impact on customers' online shopping behavior, with customers frequently switching between mobile…”
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Customer Engagement as a New Perspective in Customer Management by Verhoef, Peter C., Reinartz, Werner J., Krafft, Manfred

“…Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society…”
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Customer Experience Creation: Determinants, Dynamics and Management Strategies by Verhoef, Peter C., Lemon, Katherine N., Parasuraman, A., Roggeveen, Anne, Tsiros, Michael, Schlesinger, Leonard A.

“…Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the…”
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The effects of customer equity drivers on loyalty across services industries and firms by Ou, Yi-Chun, Verhoef, Peter C., Wiesel, Thorsten

“…Customer equity drivers (CEDs)—value equity, brand equity, and relationship equity—positively affect loyalty intentions, but this effect varies across…”
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Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development by Verhoef, Peter C.

“…Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the differential effects of customer…”
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Understanding the Marketing Department's Influence within the Firm by Verhoef, Peter C., Leeflang, Peter S. H.

“…Increasing debate centers on the decreasing influence of the marketing department within firms. This study investigates such influence and assesses its…”
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Customer Engagement Behavior: Theoretical Foundations and Research Directions by van Doorn, Jenny, Lemon, Katherine N., Mittal, Vikas, Nass, Stephan, Pick, Doreén, Pirner, Peter, Verhoef, Peter C.

“…This article develops and discusses the concept of customer engagement behaviors (CEB), which we define as the customers’ behavioral manifestation toward a…”
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Dynamic Effects of Social Influence and Direct Marketing on the Adoption of High-Technology Products by Risselada, Hans, Verhoef, Peter C., Bijmolt, Tammo H.A.

“…Many firms capitalize on their customers’ social networks to improve the success rate of their new products. In this article, the authors analyze the dynamic…”
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Understanding consumers' multichannel choices across the different stages of the buying process by Gensler, Sonja, Verhoef, Peter C., Böhm, Martin

“…This article provides a more integrative approach toward channel choice than previous research by considering all stages of the buying process (search,…”
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Multichannel customer management: Understanding the research-shopper phenomenon by Verhoef, Peter C., Neslin, Scott A., Vroomen, Björn

“…This paper develops and estimates a model for understanding the causes of research shopping, and investigates potential strategies for managing it. The…”
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Antecedents of Webrooming in Omnichannel Retailing by Kleinlercher, Kristina, Linzmajer, Marc, Verhoef, Peter C, Rudolph, Thomas

“…Although webrooming has become common practice in omnichannel consumer behavior, only a few empirical studies have managed to shed light on the phenomenon…”
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The Impact of Consumer Confidence on Store Satisfaction and Share of Wallet Formation by Hunneman, Auke, Verhoef, Peter C., Sloot, Laurens M.

“…•We study how consumer confidence affects satisfaction and share of wallet formation.•We identify three main store attribute factors: service, price and…”
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The impact of corporate social responsibility on customer attitudes and retention—the moderating role of brand success indicators by van Doorn, Jenny, Onrust, Marjolijn, Verhoef, Peter C., Bügel, Marnix S.

“…Although many studies report positive effects of corporate social responsibility (CSR) on customer attitudes, recent literature shows that the effectiveness of…”
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Critical Incidents and the Impact of Satisfaction on Customer Share by van Doorn, Jenny, Verhoef, Peter C.

“…In business markets, the long-term nature of relationships may prompt parties to conduct "business as usual," but negative critical incidents (CIs) can cause a…”
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Reward redemption effects in a loyalty program when customers choose how much and when to redeem by Dorotic, Matilda, Verhoef, Peter C., Fok, Dennis, Bijmolt, Tammo H.A.

“…The redemption of loyalty program (LP) rewards has an important impact on LP members' behavior, particularly on purchase behavior before and after redeeming a…”
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Synergistic and cannibalization effects in a partnership loyalty program by Dorotic, Matilda, Fok, Dennis, Verhoef, Peter C., Bijmolt, Tammo H. A.

“…The implicit promise of a partnership in a loyalty program (LP) is that the partners will gain new customers and the LP will reinforce the loyalty to focal…”
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