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Curso: Carácter: Optativa Bibliografía validada el: 19/06/2023 |
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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
@libro - Disponible en formato electrónico |
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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
@libro - Disponible en formato electrónico |
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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
@libro - Disponible en formato electrónico |
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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
@libro - Disponible en formato electrónico |
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BB | Kumar, V. (2018). A theory of customer valuation: concepts, metrics, strategy, and implementation. En: Journal of Marketing, 82 (1), 1-19
@libro - Disponible en formato electrónico |
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BB | Kumar, V. & Pansari, A. (2016). Competitive advantage through engagement. En: Journal of Marketing Research, 53(4), 497-514
@libro - Disponible en formato electrónico |
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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
@libro - Disponible en formato electrónico |
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[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 |
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[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 |
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[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] |
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[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 |
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[BB] Gupta, S. & Lehmann, D. R. (2003). Customers as assets. “Journal of Interactive Marketing”, 17(1), 9-24 |
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[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 |
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[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 |
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[BB] Kumar, V. & Shah, D. (2009). Expanding the role of marketing: from customer equity to market capitalization. “Journal of Marketing”, 73(), 119-136 |
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[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 |
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[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 |
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[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 |
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[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 |
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[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 |
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[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 |
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[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 |
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[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 |
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[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 |
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[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 |
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[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 |
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[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 |
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Kumar, V. (2018). "A Theory of Customer Valuation: Concepts, Metrics, Strategy, and Implementation". Journal of Marketing 82 (January), 1-19 |
| Bordonaba Juste, María Victoria 1 | |
| Catalán Gil, Sara 1 | |
| Herrando Soria, Carolina 1 | |
| Sesé Oliván, Francisco Javier 1 |
