Verhoef, Prof. Peter

Peter Verhoef gained a PhD from the Erasmus School of Economics and has been Professor of Marketing at the University of Groningen since 2005. His research includes investigations of customer management, customer loyalty and the purchasing behaviour of consumers when buying organic products. Several of Verhoef’s publications have achieved international recognition.

In 2013 he received the Sheth Foundation/Journal of Marketing Award for his article Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development. Verhoef was the first Dutch person to receive this prize. In 2009, he and Professor Peter Leeflang were the first researchers from a non-American university to be awarded the Harold M. Maynard Award for best paper in the Journal of Marketing.

Verhoef’s research results are used regularly to highlight problems relating to consumer behaviour or suggest solutions. For example, one of his research projects proved that eating and drinking ‘light’ products does not lead to weight loss but actually has the opposite effect.

In addition to his professorial duties, Verhoef is the Director of the University of Groningen Business School and Chair of the Advisory Council for the Customer Centre of the Dutch Banking Association (NVB).

Video

Gebruik lightproducten helpt niet tegen overgewicht [Using ‘light’ products does not reduce obesity] (RTV Noord broadcast)

Previously in the news

Consument vindt duurzame voeding te duur [Consumer thinks sustainable food is too expensive]
Mag je de gebruiker inzetten als proefkonijn? [Can internet users be guinea pigs for research?](NRC)
In de winkel passen, online kopen: het is een probleem [Try it on in the shop and buy it online: a problem for shops] (Algemeen Dagblad)
Wie zit er achter de shampoos en luiers? [What’s behind the shampoos and nappies?] (De Volkskrant)
Meer verkooppersoneel op de winkelvloer beste antwoord tegen ‘showrooming’ [More salespeople on the shop floor the best answer for ‘showrooming’]
Zorgen over privacy ov-chipkaart overdreven [Worries about privacy of OV travel card exaggerated] (opinion piece in Trouw)

Contact and further information

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Publications

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 dienstverlening. Maandblad voor Accountancy en Bedrijfseconomie, 88(7/8), 270-273.

Dorotic, M., Verhoef, P. C., Fok, D., & Bijmolt, T. H. A. (2014). Reward Redemption Effects in a Loyalty Program when Customers Choose how much and when to Redeem. International Journal of Research in Marketing, 31(4), 339-355. https://doi.org/10.1016/j.ijresmar.2014.06.001

Konus, U., Neslin, S. A., & Verhoef, P. C. (2014). The effect of search channel elimination on purchase incidence, order size and channel choice. International Journal of Research in Marketing, 31(1), 49-64. https://doi.org/10.1016/j.ijresmar.2013.07.008

Neslin, S. A., Jerath, K., Bodapati, A., Bradlow, E. T., Deighton, J., Gensler, S., Lee, L., Montaguti, E., Telang, R., Venkatesan, R., Verhoef, P., & Zhang, Z. J. (2014). The interrelationships between brand and channel choice. Marketing Letters, 25(3), 319-330. https://doi.org/10.1007/s11002-014-9305-2

Ou, Y.-C., de Vries, L., Wiesel, T., & Verhoef, P. (2014). The Role of Consumer Confidence in Creating Customer Loyalty. Journal of Service Research, 17(3), 339-354. https://doi.org/10.1177/1094670513513925

2013

Beckers, S. F. M., Risselada, H., & Verhoef, P. C. (2013). Customer Engagement: A New Frontier in Customer Value Management. In R. T. Rust, & M.-H. Huang (Eds.), Handbook of Service Marketing Research Edward Elgar Publishing.

Leeflang, P. S. H., Verhoef, P. C., Dahlström, P., & Freundt, T. (2013). Digitale marketing: Uitdagingen en oplossingen. Holland Management Review, 148, 41 - 49.

Risselada, H., Verhoef, P. C., & Bijmolt, T. H. A. (2013). Houdbaarheid van churnvoorspellingsmodellen. In Jaarboek MarktOnderzoekAssociatie 2013 (pp. 217 - 234). (Hoofdstuk 14). MOA.

Verhoef, P. C. (2013). Klant centraal - Inzichten uit de marketingwetenschap. Holland Management Review, 30(151), 8 - 17.

Verhoef, P. C. (2013). 'Operationalisering' van klantgerichtheid: omgaan met onvermijdelijke dilemma's. Holland Management Review, 152(11/12), 54 - 65.

Verhoef, P. C., & Lemon, K. (2013). Successful customer value management: Key lessons and emerging trends. European Management Journal, 31(1), 1-15. https://doi.org/10.1016/j.emj.2012.08.001

Feld, S., Frenzen, H., Krafft, M., Peters, K., & Verhoef, P. C. (2013). The effects of mailing design characteristics on direct mail campaign performance. International Journal of Research in Marketing, 30(2), 143-159. https://doi.org/10.1016/j.ijresmar.2012.07.003

De Haan, E., Verhoef, P., & Wiesel, T. (2013). There Is No Single Best Measure of Your Customers.

Verhoef, P. C., Beckers, S. F. M., & van Doorn, J. (2013). Understand the Perils of Co-Creation. Harvard Business Review, 91(9), 28.

2012

Verhoef, P. C., Pauwels, K., & Tuk, M. A. (2012). Assessing Consequences of Component Sharing across Brands in the Vertical Product Line in the Automotive Market. The Journal of Product Innovation Management, 29(4), 559-572. https://doi.org/10.1111/j.1540-5885.2012.00925.x

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