BB Ascarza, Eva ... [et al.] (2018). In pursuit of enhanced customer retention management: review, Key issues, and futuredDirections. En : Customer Needs and Solutions, 5, 65-81
BB Ascarza, Eva, Peter Ebbes, Oded Netzer and Matthew Danielson (2017). Beyond the target customer: social effects of customer relationship management campaigns. En : Journal of Marketing Research, 54(3), 347-363
BB Clark, Melissa, Black, Hulda G., Judson, Kimberly (2017). Brand community integration and satisfaction with social media sites: a comparative study. En: Journal of Research in Interactive Marketing”, 1(11), 39-55
BB Gai, P. J. & Klesse, A.-K. (2019). Making recommendations more effective through framings: impacts of user- versus item-based framings on recommendation click-throughs. En: Journal of Marketing, 83(6), 61–75
BB Kumar, V. (2018). A theory of customer valuation: concepts, metrics, strategy, and implementation. En: Journal of Marketing, 82 (1), 1-19
BB Kumar, V. & Pansari, A. (2016). Competitive advantage through engagement. En: Journal of Marketing Research, 53(4), 497-514
BB Rahman, S. M., Carlson, J., Gudergan, S. P., Wetzels, M., & Grewal, D. (2022). Perceived omnichannel customer experience (OCX): concept, measurement, and impact. En: Journal of Retailing, 98, 611-632
 
LISTADO DE URLs:
 
  [BB] Berger, J. (2014). Word of mouth and interpersonal communication: a review and directions for future research. “Journal of Consumer Psychology”, 24(4), 586-607
[http://ac.els-cdn.com/S1057740814000369/1-s2.0-S1057740814000369-main.pdf?_tid=c3b01ec0-254b-11e5-9760-00000aacb35e&acdnat=1436344484_7e934dfd8ff8fbaf51547e222104391c]
  [BB] Bolton, R. N., Lemon, K. N.& Verhoef, P. C. (2004). The theoretical underpinnings of customer asset management: a framework and propositions for future research. “Journal of the Academy of Marketing Science”, 32(3), 271-292
[http://link.springer.com/article/10.1177/0092070304263341]
  [BB] Cambra, J., Melero, I., & Sese, F. J. (2012). Aproximación al concepto de engagement: un estudio exploratorio en el sector de la telefonía móvil. Universia Business Review, (33), 84-103 [Customer engagement: an exploratory study in the mobile comunications industry]
[https://ubr.universia.net/article/view/832/aproximacion-concepto-engagement-estudio-exploratorio-sector-telefonia-movil]
  [BB] Garbarino, E. & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. “Journal of Marketing”, 63(2), 70-87
[http://search.proquest.com/docview/227832478/fulltextPDF/B0125C6A8BDC4163PQ/1?accountid=14795]
  [BB] Gupta, S. & Lehmann, D. R. (2003). Customers as assets. “Journal of Interactive Marketing”, 17(1), 9-24
[http://search.proquest.com/docview/229669234/fulltextPDF/52B3599FDDB0478EPQ/2?accountid=14795]
  [BB] Hogan, J. E., Lemon, K. N., Rust, R. T. (2002). Customer equity management: charting new directions for the future of marketing. “Journal of Service Research”, 5(1), 4-12
[http://jsr.sagepub.com/content/5/1/4.full.pdf+html]
  [BB] Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M. & Singh, S. S. (2010). Consumer cocreation in new product development. “Journal of Service Research”, 13(3), 283-296
[http://jsr.sagepub.com/content/13/3/283.full.pdf+html]
  [BB] Kumar, V. & Shah, D. (2009). Expanding the role of marketing: from customer equity to market capitalization. “Journal of Marketing”, 73(), 119-136
[http://journals.ama.org/doi/pdfplus/10.1509/jmkg.73.6.119]
  [BB] Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J.S . and Verhoef, P.C. (2006). Challenges and opportunities in multichannel customer management. “Journal of Service Research”, 9(2), 95-112
[http://jsr.sagepub.com/content/9/2/95.full.pdf+html]
  [BB] Palmatier, R. W., Dant, R. P., Grewal, D. & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: a meta-analysis. “Journal of Marketing”, 70(4), 136-153
[http://journals.ama.org/doi/pdfplus/10.1509/jmkg.70.4.136]
  [BB] Palmatier, R. W., Houston, M. B., Dant, R. P. & Grewal, D. (2013). Relationship velocity: toward a theory of relationship dynamics. “Journal of Marketing”, 77(1), 13-30
[http://journals.ama.org/doi/pdfplus/10.1509/jm.11.0219]
  [BB] Reinartz, W. J. & Kumar, V. (2000). On the profitability of long-life customers in a noncontractual setting: an empirical investigation and implications for marketing. “Journal of Marketing”, 64(4), 17-35
[http://journals.ama.org/doi/pdfplus/10.1509/jmkg.64.4.17.18077]
  [BB] Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing: using customer equity to focus marketing strategy. “Journal of Marketing”, 68(1), 109-127
[http://journals.ama.org/doi/pdfplus/10.1509/jmkg.68.1.109.24030]
  [BB] Shah, D., Rust, R. T., Parasuraman, A., Staelin, R. & Day, G. S. (2006). The path to customer centricity. “Journal of Service Research”, 9(2), 113-124
[http://search.proquest.com/docview/210510147/fulltextPDF/BC8D5F343017431BPQ/1?accountid=14795]
  [BB] Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., Verhoef, P. C. (2010). Customer engagement behavior: theoretical foundations and research directions. “Journal of Service Research”, 13(3), 253-266
[http://jsr.sagepub.com/content/13/3/253.full.pdf+html]
  [BB] Venkatesan, R., Kumar, V. (2004). A customer lifetime value framework for customer selection and resource allocation strategy. “Journal of Marketing”, 68(4), 106-125
[http://journals.ama.org/doi/pdfplus/10.1509/jmkg.68.4.106.42728]
  [BB]Fullerton, Gordon (2014). The moderating effect of normative commitment on the service quality-customer retention relationship. “European Journal of Marketing”.48(3/4),657-673
[http://www.emeraldinsight.com/doi/pdfplus/10.1108/EJM-06-2011-0333]
  [BB]Wang, W. T., Wang, Y. S. & Liu, E. R. (2016). The stickiness intention of group-buying websites: The integration of the commitment–trust theory and e-commerce success model. “Information & Management”, 53(5),625-642
[http://www.sciencedirect.com/science/article/pii/S0378720616300039]
  [BB]Wei-Tsong Wang, Yi-Shun Wang, En-Ru Liu (2016). The stickiness intention of group-buying websites: The integration of the commitment–trust theory and e-commerce success model. “Information & Management”, 53(5),625-642
[http://www.sciencedirect.com/science/article/pii/S0378720616300039]
  [BB]Zhang, Jonathan Z, Watson IV, George F., Palmatier, Robert W. and Dant, Rajiv P. Dynamic Relationship Marketing. “Journal of marketing”, 5(80),53-75
[http://journals.ama.org/doi/pdf/10.1509/jm.15.0066]
  Kumar, V. (2018). "A Theory of Customer Valuation: Concepts, Metrics, Strategy, and Implementation". Journal of Marketing 82 (January), 1-19
[http://journals.ama.org/doi/10.1509/jm.17.0208?code=amma-site]