Verhoef, Peter C.

Understanding customer experience throughout the customer journey

Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing

Customer Service Quality and LoyaltyConsumer Retail Behavior Studies

Cited by 5,765

Digital transformation: A multidisciplinary reflection and research agenda

Verhoef, P. C., Broekhuizen, T., Bart, Y., Bhattacharya, A., Qi Dong, J., Fabian, N., & Haenlein, M. (2021) · Journal of Business Research

Digital Innovation in IndustriesBusiness Strategies and Innovation

Cited by 5,720

Customer engagement behavior: Theoretical foundations and research directions

van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010) · Journal of Service Research

Digital Marketing and Social MediaCustomer Service Quality and Loyalty

Cited by 3,536

Customer experience creation: Determinants, dynamics and management strategies

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009) · Journal of Retailing

Consumer Retail Behavior StudiesCustomer Service Quality and Loyalty

Cited by 3,140

Multichannel customer management: Understanding the research-shopper phenomenon.

Verhoef, P. C., Neslin, S. A., & Vroomen, B. (2007) · International Journal of Research in Marketing

Consumer Retail Behavior StudiesConsumer Market Behavior and Pricing

Cited by 999

The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research

Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 741

Understanding the Marketing Department's Influence within the Firm

Verhoef, P. C., & Leeflang, P. S. H. (2009) · Journal of Marketing

Marketing and Advertising StrategiesInnovation and Knowledge Management

Cited by 587

Multichannel Shopper Segments and Their Covariates☆

KONUS, U., VERHOEF, P., & NESLIN, S. (2008) · Journal of Retailing

Consumer Retail Behavior StudiesConsumer Market Behavior and Pricing

Cited by 577

The quest for citations: Drivers of article impact

Stremersch, S., Verniers, I., & Verhoef, P. C. (2007) · Journal of Marketing

scientometrics and bibliometrics researchAcademic Writing and Publishing

Cited by 400

Generating global brand equity through corporate social responsibility to key stakeholders

Torres, A., Bijmolt, T. H. A., Tribó, J. A., & Verhoef, P. (2012) · International Journal of Research in Marketing

Corporate Social Responsibility ReportingCorporate Identity and Reputation

Cited by 323

The impact of satisfaction and payment equity on cross-buying

Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2001) · Journal of Retailing

Customer Service Quality and LoyaltyConsumer Market Behavior and Pricing

Cited by 276

The effect of acquisition channels on customer loyalty and cross-buying

Verhoef, P. C., & Donkers, B. (2005) · Journal of Interactive Marketing

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 235

Optimizing the Marketing Interventions Mix in Intermediate-Term CRM

Rust, R. T., & Verhoef, P. C. (2005) · Marketing Science

Customer churn and segmentationCustomer Service Quality and Loyalty

Cited by 191

Choice Models and Customer Relationship Management

Kamakura, W., Mela, C. F., Ansari, A., Bodapati, A., Fader, P., Iyengar, R., Naik, P., Neslin, S., Sun, B., Verhoef, P. C., et al. (2005) · Marketing Letters

Customer churn and segmentationCustomer Service Quality and Loyalty

Cited by 178

CRM in Data-Rich Multichannel Retailing Environments: A Review and Future Research Directions

Verhoef, P. C., Venkatesan, R., McAlister, L., Malthouse, E. C., Krafft, M., & Ganesan, S. (2010) · Journal of Interactive Marketing

Customer churn and segmentationCustomer Service Quality and Loyalty

Cited by 160

Modeling CLV: A test of competing models in the insurance industry

Donkers, B., Verhoef, P. C., & de Jong, M. G. (2007) · Quantitative Marketing and Economics

Customer churn and segmentationCustomer Service Quality and Loyalty

Cited by 142

The commercial use of segmentation and predictive modeling techniques for database marketing in the Netherlands

Verhoef, P. C., Spring, P. N., Hoekstra, J. C., & Leeflang, P. S. H. (2003) · Decision Support Systems

Customer churn and segmentationMarketing and Advertising Strategies

Cited by 125

Selective Sampling for Binary Choice Models

Donkers, B., Franses, P. H., & Verhoef, P. C. (2003) · Journal of Marketing Research

Survey Sampling and Estimation TechniquesEconomic and Environmental Valuation

Cited by 37