Verhoef, prof. dr. Peter
Peter Verhoef promoveerde aan de Erasmus School of Economics en is sinds 2005 verbonden aan de Rijksuniversiteit Groningen als hoogleraar marketing. Zijn onderzoek richt zich op onder meer op klantmanagement, klantloyaliteit en het koopgedrag van consumenten bij de aanschaf van biologische producten.
Verscheidene publicaties van Verhoef hebben internationale erkenning gekregen. In 2013 ontving hij de Sheth Foundation/Journal of Marketing Award voor het artikel Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development. Verhoef was de eerste Nederlander aan wie deze prijs werd toegekend. In 2009 ontving hij samen met hoogleraar Peter Leeflang als eerste onderzoeker van een niet-Amerikaanse universiteit de Harold M. Maynard Award voor het beste paper in het Journal of Marketing.
De onderzoeksresultaten van Verhoef worden regelmatig gebruikt om problemen met betrekking tot consumentengedrag aan te kaarten of daar een oplossing voor te bieden. Zo heeft een van zijn onderzoeken aangetoond dat het eten en drinken van light producten niet leidt tot gewichtsverlies, maar juist een averechts effect heeft.
Naast zijn werkzaamheden als hoogleraar is Verhoef directeur van de University of Groningen Business School en is hij voorzitter van de Adviesraad Klant Centraal van de Nederlandse Vereniging van Banken (NVB).
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Publicaties
2024
Dong,
J. Q. I., & Verhoef, P. (2024). A
research agenda for digital transformation: Multidisciplinary
perspectives. Edward Elgar Publishing. https://doi.org/10.4337/9781035306435
Schumacher,
C., Eggers, F., Verhoef, P., & Maas,
P. (2024). Data analysis for digital transformation: The
example of willingness to share personal information. In J.
Q. Dong, & P. C. Verhoef (Eds.), A research agenda for
digital transformation: Multidisciplinary perspectives (pp.
281-326). Edward Elgar Publishing. https://doi.org/10.4337/9781035306435.00018
Holtrop,
N., Cleeren, K., Geyskens, K., & Verhoef, P.
(2024). The impact of nutrition claims on purchase behavior
for food products. International Journal of
Research in Marketing. Advance online publication. https://doi.org/10.1016/j.ijresmar.2024.11.001
Ponte,
G. R., Wieringa, J. E., Boot,
T., & Verhoef, P. C. (2024). Where's
Waldo? A framework for quantifying the privacy-utility trade-off in
marketing applications. International Journal of
Research in Marketing, 41(3), 529-546. https://doi.org/10.1016/j.ijresmar.2024.05.003
2023
Fabian,
N., Dong, J., Broekhuizen,
T., & Verhoef, P. (2024). Business
Value of SME Digitalization: When Does It Pay off More?
European Journal of Information Systems,
33(3), 383-402. https://doi.org/10.1080/0960085X.2023.2167671
Mark,
T., Dhar, T., Verhoef, P. C., & Lemon, K. N.
(2024). How is retargeting related to purchase incidence,
channel choice, and purchase quantity? Marketing
Letters, 35, 275-288. https://doi.org/10.1007/s11002-023-09693-4
Nguyen,
D. K., Broekhuizen, T., Dong, J., & Verhoef,
P. (2023). Leveraging synergy to drive digital
transformation: A systems-theoretic perspective.
Information & Management, 60(7),
Article 103836. https://doi.org/10.1016/j.im.2023.103836
Liu,
H., & Verhoef, P. C. (2023).
Multi/Omni and Cross-Channel Distribution. In F.
Gallouj, C. Gallouj, M.-C. Monnoyer, L. Rubalcaba, & M. Scheuer
(Eds.), Elgar Encyclopedia of Services (pp. 226-230).
Edward Elgar Publishing. https://doi.org/10.4337/9781802202595.Multi.Omni.and.Cross-Channel
Verhoef,
P. C., Noordhoff, C., & Sloot, L.
M. (2023). Reflections and Predictions on Effects of
COVID-19 Pandemic on Retailing. Journal of Service
Management, 34(2), 274-293. https://doi.org/10.1108/JOSM-09-2021-0343
Eggers,
F., Beke, F. T., Verhoef, P. C., &
Wieringa, J. E. (2023). The market for privacy:
Understanding how consumers trade off privacy practices.
Journal of Interactive Marketing,
58(4), 341-360. https://doi.org/10.1177/10949968221140061
2022
Schumacher,
C., Eggers, F., Verhoef, P. C., &
Maas, P. (2023). The effects of cultural differences on
consumers' willingness to share personal information.
Journal of Interactive Marketing,
58(1), 72-89. https://doi.org/10.1177/10949968221136555
Verhoef,
P. C., Kooge, E., Walk, N., & Wieringa, J.
(2022). Creating Value with Data Analytics in Marketing:
Mastering Data Science. Routledge, Taylor and Francis
group.
Nguyen,
D. K., Broekhuizen, T., Dong, J.
Q., & Verhoef, P. C. (2022). Power
Distribution of IT Executives in the TMT: When Should It Be
Equal? In International Conference on Information
Systems, ICIS 2022: "Digitization for the Next Generation"
(International Conference on Information Systems, ICIS 2022:
"Digitization for the Next Generation"). Association for
Information Systems (AIS). https://aisel.aisnet.org/icis2022/entren/entren/10/
Verhoef,
P., Groenen, P. J. F., Heijltjes, M., Richter, A., van
Witteloostuijn, A., Bulte, E., Plantenga, J., Beetsma, R., Meijdam,
L., Elfring, T., Frijns, B., van Houtum, G.-J., Boudarouk, T.,
Hassoldt, A., & Majoor, B. (2022). Transformatie-agenda
voor economie en bedrijfskunde. Economisch
Statistische Berichten, 107(4816),
566-569.
2021
Beke,
F. T., Eggers, F., Verhoef, P. C.,
& Wieringa, J. E. (2022). Consumers’ privacy
calculus: The PRICAL index development and validation.
International Journal of Research in
Marketing, 39(1), 20-41. https://doi.org/10.1016/j.ijresmar.2021.05.005
Verhoef,
P., Ittersum, van, K., Kannan, PK., &
Inman, J. (2022). Omnichannel retailing: A consumer
perspective. In L. R. Kahle, T. M. Lowrey, & J. Huber
(Eds.), APA Handbook of consumer psychology (pp. 649-672).
American Psychological Association. https://doi.org/10.1037/0000262-029
Nguyen,
D. K., Broekhuizen, T., Dong, J. Q.,
& Verhoef, P. (2021). Are You Ready for Digital
Transformation? Digital Readiness Configurations and Business Value
across Industries. In 42nd International Conference on
Information Systems, ICIS 2021 TREOs: "Building Sustainability and
Resilience with IS: A Call for Action" (Vol. 7). (42nd
International Conference on Information Systems, ICIS 2021 TREOs:
"Building Sustainability and Resilience with IS: A Call for
Action"). Association for Information Systems (AIS).
Bouma,
J. T., Verhoef, P. C., & Hirche, C.
F. (2021). Can you sense it? Customer Experience
at the Next Level. (Report RUGCIC; No. 20183).
Rijksuniversiteit Groningen.
Verhoef,
P. (2021). Customer experience creation in today's
digital world. In B. B. Schlegelmilch, & R. S. Winer
(Eds.), The Routledge companion to strategic marketing
(pp. 107-122). (Routledge Companions in Business, Management and
Marketing). Routledge. https://doi.org/10.4324/9781351038669-9
de
Haan, E., Verhoef, P., & Wiesel, T. (2021).
Customer Feedback Metrics for Marketing
Accountability. In Marketing Accountability for
Marketing and Non-marketing Outcomes (Review of Marketing
Research; Vol. 18). Emerald Insight. https://doi.org/10.1108/S1548-643520210000018003
van
Doorn, J., Risselada, H., & Verhoef,
P. C. (2021). Does sustainability sell? The impact of
sustainability claims on the success of national brands’ new
product introductions. Journal of Business
Research, 137, 182-193. https://doi.org/10.1016/j.jbusres.2021.08.032
Verhoef,
P. C. (2021). Omni-channel retailing: Some
reflections. Journal of Strategic
Marketing, 29(7), 608-616. https://doi.org/10.1080/0965254X.2021.1892163
Dorotic,
M., Fok, D., Verhoef, P. C., & Bijmolt, T.
H. A. (2021). Synergistic and cannibalization effects
in a partnership loyalty program. Journal of the
Academy of Marketing Science, 49(5),
1021–1042. https://doi.org/10.1007/s11747-020-00759-7
2020
Lesscher,
L., Lobschat, L., & Verhoef, P. (2021).
Do Offline and Online Go Hand in Hand? Cross-Channel and
Synergy Effects of Direct Mailing and Display Advertising.
International Journal of Research in
Marketing, 38(3), 678-697. https://doi.org/10.1016/j.ijresmar.2020.11.003
Liu,
H., Lobschat, L., Verhoef, P., & Hong, Z.
(2021). The effect of permanent product discounts and order
coupons on purchase incidence, purchase quantity, and
spending. Journal of Retailing,
97(3), 377-393. https://doi.org/10.1016/j.jretai.2020.11.007
Hunneman,
A., Verhoef, P. C., & Sloot, L. M.
(2021). The impact of hard discounter presence on store
satisfaction and store loyalty. Journal of
Retailing and Consumer Services, 59, Article
102405. https://doi.org/10.1016/j.jretconser.2020.102405
Kleinlercher,
K., Linzmajer, M., Verhoef, P. C., & Rudolph, T.
(2020). Antecedents of Webrooming in Omnichannel
Retailing. Frontiers in Psychology,
11, Article 606798. https://doi.org/10.3389/fpsyg.2020.606798
Doorn,
van, J., Verhoef, P., & Risselada,
H. (2020). Sustainability Claims and Perceived Product
Quality: The Moderating Role of Brand CSR.
Sustainability, 12(9), Article 3711.
https://doi.org/10.3390/su12093711
Fabian,
N., Dong, J., Bhattacharya,
A., & Verhoef, P. (2020). The Value
of Being Different: Industry Digital Fashion, Firm Digital Skills
and Financial Performance. In ICIS 2020 Proceedings
(pp. 1-9). Association for Information Systems (AIS).
Nguyen,
D. K., Broekhuizen, T., Dong,
J., & Verhoef, P. (2020). When It
Takes Three to Tango in the Digital Transformation Age: Synergies
between Digital Orientation, Change Commitment and Organizational
Agility. In International Conference on Information
Systems Proceedings Article 1412 Association for Information
Systems (AIS).
2019
Verhoef,
P. C., Broekhuizen, T., Bart, Y.,
Bhattacharya, A., Dong, J. Q., Fabian,
N., & Haenlein, M. (2021). Digital Transformation:
A Multidisciplinary Reflection and Research Agenda.
Journal of Business Research, 122,
889-901. https://doi.org/10.1016/j.jbusres.2019.09.022
Liu,
H., Lobschat, L., Verhoef, P., & Zhao, H.
(2019). App Adoption: The Effect On Purchasing Of Customers
Who Have Used A Mobile Website Previously. Journal
of Interactive Marketing, 47, 16-34. https://doi.org/10.1016/j.intmar.2018.12.001
Nguyen,
D. K., Broekhuizen, T., Dong, J.
Q., & Verhoef, P. C. (2019). Digital
Readiness: Construct Development and Empirical Validation.
In International Conference on Information Systems
Proceedings Article 2966 Association for Information Systems
(AIS).
Herhausen,
D., Kleinkercher, K., Verhoef, P. C., Emrich, O.,
& Rudolph, T. (2019). Loyalty Formation for Different
Customer Journey Segments. Journal of
Retailing, 95(3247), 9-29. https://doi.org/10.1016/j.jretai.2019.05.001
Verhoef,
P. C., & Bijmolt, T. H. A. (2019).
Marketing perspectives on digital business models: A
framework and overview of the special issue.
International Journal of Research in
Marketing, 36(3), 341-349. https://doi.org/10.1016/j.ijresmar.2019.08.001
Gijsenberg,
M. J., & Verhoef, P. C. (2019).
Moving Forward: The Role of Marketing in Fostering Public
Transport Usage. Journal of Public Policy &
Marketing, 38(3), 354-371. https://doi.org/10.1177/0743915619846869
Verhoef,
P., & Baake, M. (2019). Vertrouwen in banken
afgelopen jaren licht gestegen. Economische
Statistische Berichten, 104(4778),
482-483.
2018
Beke,
F. T., Eggers, F., & Verhoef, P. C.
(2018). Consumer Informational Privacy: Current Knowledge and
Research Directions. Foundations and Trends®
in Marketing, 11(1), 1-71. https://doi.org/10.1561/1700000057
de
Haan, E., Kannan, P. K., Verhoef, P. C., &
Wiesel, T. (2018). Device Switching in Online Purchasing:
Examining the Strategic Contingencies. Journal of
Marketing, 82(5), 1-19. https://doi.org/10.1509/jm.17.0113
Beckers,
S. F. M., Bone, S. A., Fombelle, P. W., van Doorn,
J., Verhoef, P. C., & Ray, K. R. (2018).
Happy Users, Grumpy Bosses: Current Community Engagement
Literature and the Impact of Support Engagement in a B2B Setting on
User and Upper Management Satisfaction. In R. W. Palmatier,
V. Kumar, & C. M. Harmeling (Eds.), Customer engagement
marketing (pp. 141-170). Palgrave MacMillan. https://doi.org/10.1007/978-3-319-61985-9_7
Verhoef,
P., Inman, J., & Kahn, B. E. (2018). Introduction
to Special Issue: Consumer Response to the Evolving Retailing
Landscape. Journal of the Association of Consumer
Research, 3(3), 255-259. Article 1. https://doi.org/10.1086/699389
Gijsenberg,
M., & Verhoef, P. (2018). Moving
Forward: The Role of Marketing in Fostering Public Transport
Usage. (SOM Research Reports; No. 2018003-MARK).
University of Groningen, SOM research school.
Liu,
H., Lobschat, L., & Verhoef, P. (2018).
Multichannel retailing: A review and research agenda.
Foundations and Trends® in Marketing,
12(1), 1-79. https://doi.org/10.1561/1700000059
Verhoef,
P., Kooge, E., & Walk, N. (2018). Waarde
creëren met big data analytics: Voor slimmere marketing
beslissingen. Wolters-Noordhoff.
Kleinkercher,
K., Emrich, O., Herhausen, D., Verhoef, P. C., &
Rudolph, T. (2018). Websites as Information Hubs: How
Informational Channel Integration and Shopping Benefit Density
Interact in Steering Customers to the Physical Store.
Journal of the Association of Consumer
Research, 3(3), 330-342. https://doi.org/10.1086/698415
2017
Beckers,
S. F. M., van Doorn, J., & Verhoef, P.
C. (2018). Good, better, engaged? The effect of
company-initiated customer engagement behavior on shareholder
value. Journal of the Academy of Marketing
Science, 46(3), 366-383. https://doi.org/10.1007/s11747-017-0539-4
Verhoef,
P. C., Stephen, A. T., Kannan, P. K., Luo, X., Abhishek, V.,
Andrews, M., Bart, Y., Datta, H., Fong, N., Hoffman, D. L., Hu, M.
M., Novak, T., Rand, W., & Zhang, Y. (2017). Consumer
Connectivity in a Complex, Technology-enabled, and Mobile-oriented
World with Smart Products. Journal of Interactive
Marketing, 40, 1-8. https://doi.org/10.1016/j.intmar.2017.06.001
Verhoef,
P. C., Heijnsbroek, M., & Bosma, J. (2017).
Developing a Service Improvement System for the National
Dutch Railways. Interfaces,
47(6), 489-504. https://doi.org/10.1287/inte.2017.0915
Bosma,
J., Heijnsbroek, M., & Verhoef, P. (2017).
Hoe verbetert de NS zijn klantprestatie.
Tijdschrift voor Marketing, 4,
42-45.
Bijmolt,
T. H. A., & Verhoef, P. C. (2017).
Loyalty programs: Current insights, research challenges, and
emerging trends. In B. Wierenga, & R. van der Lans
(Eds.), Handbook of marketing decision models (pp.
143-165). (International Series in Operations Research &
Management Science; Vol. 254). Springer. https://doi.org/10.1007/978-3-319-56941-3_5
Holtrop,
N., Wieringa, J., Gijsenberg, M.,
& Verhoef, P. C. (2017). No Future Without the
Past? Predicting Churn in the Face of Customer Privacy.
International Journal of Research in
Marketing, 34(1), 154-172. https://doi.org/10.1016/j.ijresmar.2016.06.001
Krafft,
M., Arden, C. M., & Verhoef, P. C. (2017).
Permission Marketing and Privacy Concerns - Why Do Customers
(Not) Grant Permissions? Journal of Interactive
Marketing, 39, 39-54. https://doi.org/10.1016/j.intmar.2017.03.001
van
Doorn, J., Onrust, M., Verhoef,
P., & Bügel, M. S. (2017). The impact of
corporate social responsibility on customer attitudes and
retention: The moderating role of brand success indicators.
Marketing Letters, 28(4), 607-619.
https://doi.org/10.1007/s11002-017-9433-6
Ou,
Y.-C., & Verhoef, P. C. (2017). The impact
of positive and negative emotions on loyalty intentions and their
interactions with customer equity drivers. Journal
of Business Research, 80, 106-115. https://doi.org/10.1016/j.jbusres.2017.07.011
Hunneman,
A., Verhoef, P., & Sloot, L. (2017).
The moderating role of shopping trip type in store
satisfaction formation. Journal of Business
Research, 78, 133-142. https://doi.org/10.1016/j.jbusres.2017.05.012
Gensler,
S., Neslin, S. A., & Verhoef, P. (2017). The
Showrooming Phenomenon: It's More than Just About Price.
Journal of Interactive Marketing,
38(2), 29-43. https://doi.org/10.1016/j.intmar.2017.01.003
2016
Ou,
Y.-C., Verhoef, P. C., & Wiesel, T. (2017).
The effects of customer equity drivers on loyalty across
services industries and firms. Journal of the
Academy of Marketing Science, 45(3), 336-356.
https://doi.org/10.1007/s11747-016-0477-6
Verhoef,
P. C., Kooge, E., & Walk, N. (2016). Creating
value with big data analytics: making smarter marketing
decisions. Routledge.
Beckers,
S., van Doorn, J., & Verhoef, P.
(2016). Economic outcomes of customer engagement: emerging
findings, contemporary theoretical perspectives and future
challenges. In R. J. Brodie, L. D. Hollebeek, & J.
Conduit (Eds.), Customer engagement: Contemporary issues and
challenges (pp. 21-52). Routledge. https://doi.org/10.4324/9781315725185-3
Risselada,
H., Verhoef, P., & Bijmolt, T.
(2016). Indicators of opinion leadership in customer
networks: self-reports and degree centrality.
Marketing Letters, 27(3), 449-460.
https://doi.org/10.1007/s11002-015-9369-7
Leeflang,
P., Verhoef, P., & Verlegh, P. W. J.
(2016). Marketing. In S. Philippen, & G. Werner
(Eds.), Canon van de economie (pp. 235-256). ESB BV.
Kooge,
E., Verhoef, P. C., & Walk, N. (2016).
Merging data streams: The real challenge of big data.
Research World, 56, 34-37. https://doi.org/10.1002/rwm3.20324
Melero,
I., Sese, F. J., & Verhoef, P. C. (2016).
Recasting the customer experience in today's omnichannel
environment. Universia Business
Review, 50, 18-37. https://journals.ucjc.edu/ubr/article/view/1739
Cleeren,
K., Geyskens, K., Verhoef, P. C., & Pennings, J.
M. E. (2016). Regular or low-fat? An investigation of the
long-run impact of the first low-fat purchase on subsequent
purchase volumes and calories. International
Journal of Research in Marketing, 33(4),
896-906. https://doi.org/10.1016/j.ijresmar.2016.04.001
Verhoef,
P. C., & van Doorn, J. (2016).
Segmenting Consumers According to Their Purchase of Products
with Organic, Fair-Trade, and Health Labels.
Journal of Marketing Behavior, 2(1),
19-37. https://doi.org/10.1561/107.00000026
Kannan,
P. K., Reinartz, W., & Verhoef, P. C. (2016).
The path to purchase and attribution modeling: Introduction
to special section. International Journal of
Research in Marketing, 33(3), 449-456. https://doi.org/10.1016/j.ijresmar.2016.07.001
Lemon,
K. N., & Verhoef, P. C. (2016).
Understanding Customer Experience Throughout the Customer
Journey. Journal of Marketing,
80(6), 69-96. https://doi.org/10.1509/jm.15.0420
2015
Verhoef,
P. C., & Lemon, K. N. (2015). Advances in customer
value management. In R. M. Morgan, J. T. Parish, & G.
Deitz (Eds.), Handbook of Research in Relationship
Marketing (pp. 75–103). Edward Elgar Publishing. https://doi.org/10.4337/9781783478637.00008
Leeflang,
P., Verhoef, P., & Verlegh, P. W. J.
(2015). Canon deel 13: Marketing. Economisch
Statistische Berichten, 100(4709),
276-281.
Peters,
K., Verhoef, P. C., & Krafft, M. (2015).
Customer acquisition strategies: A customer equity management
perspective. In Handbook of Research on Customer Equity
in Marketing (pp. 227-264). Edward Elgar Publishing. https://doi.org/10.4337/9781781004982.00018
Lhoest-Snoeck,
S., van Nierop, E., & Verhoef, P. C.
(2015). Customer Value Modelling in the Energy Market and a
Practical Application for Marketing Decision Making.
International Journal of Electronic Customer Relationship
Management, 9(1), 1-32. https://doi.org/10.1504/IJECRM.2015.070696
van
Doorn, J., & Verhoef, P. C. (2015).
Drivers of and Barriers to Organic Purchase Behavior.
Journal of Retailing, 91(3),
436-450. https://doi.org/10.1016/j.jretai.2015.02.003
Beckers,
S. F. M., van Doorn, J., & Verhoef, P.
C. (2015). Economic outcomes of customer engagement:
Emerging fi ndings, contemporary theoretical perspectives, and
future challenges. In R. J. Brodie, L. D. Hollebeek, &
J. Conduit (Eds.), Customer Engagement: Contemporary issues and
challenges (pp. 21-52). Taylor and Francis Inc.. https://doi.org/10.4324/9781315725185-10
Verhoef,
P. C., Kannan, PK., & Inman, J. (2015). From
Multi-Channel Retailing to Omni-Channel Retailing: Introduction to
the Special Issue on Multi-Channel Retailing.
Journal of Retailing, 91(2),
174-181. https://doi.org/10.1016/j.jretai.2015.02.005
Gijsenberg,
M. J., van Heerde, H. J., & Verhoef, P. C.
(2015). Losses Loom Longer Than Gains: Modeling the Impact of
Service Crises on Perceived Service Quality over Time.
Journal of Marketing Research,
52(5), 642-656.
Emrich,
O., & Verhoef, P. C. (2015). The impact of a
homogenous versus a prototypical web design on online retail
patronage for multichannel providers.
International Journal of Research in
Marketing, 32(4), 363-374. https://doi.org/10.1016/j.ijresmar.2015.04.002
Hunneman,
A., Verhoef, P. C., & Sloot, L. M.
(2015). The Impact of Consumer Confidence on Store
Satisfaction and Share of Wallet Formation.
Journal of Retailing, 91(3),
516-532. https://doi.org/10.1016/j.jretai.2015.02.004
de
Haan, E., Verhoef, P. C., & Wiesel, T.
(2015). The predictive ability of different customer feedback
metrics for retention. International Journal of
Research in Marketing, 32(2), 195-206. https://doi.org/10.1016/j.ijresmar.2015.02.004
2014
Leeflang,
P. S. H., Verhoef, P. C., Dahlströhm, P.,
& Freundt, T. (2014). Challenges and solutions for
marketing in a digital era. European Management
Journal, 32(1), 1-12. https://doi.org/10.1016/j.emj.2013.12.001
De
Haan, E., Verhoef, P., & Wiesel, T. (2014).
Customer Feedback Metrics: De voorspellende kracht van
klanttevredenheid, NPS en andere metrics. (CIC
Rappport). CIC.
Trampe,
D., Konus, U., & Verhoef, P. C. (2014).
Customer Responses to Channel Migration Strategies Toward the
E-channel. Journal of Interactive
Marketing, 28(4), 257-270. https://doi.org/10.1016/j.intmar.2014.05.001
Risselada,
H., Verhoef, P. C., & Bijmolt, T. H.
A. (2014). Dynamic effects of social influence and
direct marketing on the adoption of high-technology
products. Journal of Marketing,
78(2), 52-68.
Lhoest-Snoeck,
S., van Nierop, E., & Verhoef, P.
(2014). For New Customers Only: A Study on the Effect of
Acquisition Campaigns on a Service Company's Existing Customers'
CLV. Journal of Interactive Marketing,
28(3), 210-224. https://doi.org/10.1016/j.intmar.2014.02.004
De
Haan, E., Verhoef, P., & Wiesel, T. (2014).
Gebruik van customer feedback metrics door
dienstverleners. Maandblad voor Accountancy en
Bedrijfseconomie, 88(7/8), 274-281.
Gijsenberg,
M., van Heerde, H., & Verhoef, P. (2014).
Losses Loom Longer than Gains: Modeling the Impact of
Service Crises on Customer Satisfaction over Time.
Abstract from 36th ISMS Marketing Science Conference , Atlanta,
United States.
Leeflang,
P. S. H., & Verhoef, P. C. (2014).
Marketing van professionele diensten en professionele
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