Lemon, Katherine N.

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

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

Return on Marketing: Using Customer Equity to Focus Marketing Strategy

Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004) · Journal of Marketing

Customer churn and segmentationCustomer Service Quality and Loyalty

Cited by 2,151

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

The Customer Pyramid: Creating and Serving Profitable Customers

Zeithaml, V. A., Rust, R. T., & Lemon, K. N. (2001) · California Management Review

Customer churn and segmentationCustomer Service Quality and Loyalty

Cited by 496

Gaining customer experience insights that matter

McColl-Kennedy, J. R., Zaki, M., Lemon, K. N., Urmetzer, F., & Neely, A. (2019) · Journal of Service Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 283

What Is the True Value of a Lost Customer?

Hogan, J. E., Lemon, K. N., & Libai, B. (2003) · Journal of Service Research

Customer churn and segmentationConsumer Market Behavior and Pricing

Cited by 275

Service Research Priorities: Designing Sustainable Service Ecosystems

Field, J. M., Fotheringham, D., Subramony, M., Gustafsson, A., Ostrom, A. L., Lemon, K. N., Huang, M.-H., & McColl-Kennedy, J. R. (2021) · Journal of Service Research

Service and Product InnovationCustomer Service Quality and Loyalty

Cited by 202