Katherine Lemon
Katherine Lemon
Professor of Marketing, Boston College
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Understanding customer experience throughout the customer journey
KN Lemon, PC Verhoef
Journal of marketing 80 (6), 69-96, 2016
Customer engagement behavior: Theoretical foundations and research directions
J Van Doorn, KN Lemon, V Mittal, S Nass, D Pick, P Pirner, PC Verhoef
Journal of service research 13 (3), 253-266, 2010
Customer experience creation: Determinants, dynamics and management strategies
PC Verhoef, KN Lemon, A Parasuraman, A Roggeveen, M Tsiros, ...
Journal of retailing 85 (1), 31-41, 2009
Return on marketing: Using customer equity to focus marketing strategy
RT Rust, KN Lemon, VA Zeithaml
Journal of marketing 68 (1), 109-127, 2004
Driving customer equity: How customer lifetime value is reshaping corporate strategy
VA Zeithaml, KN Lemon, RT Rust
Simon and Schuster, 2001
A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction
RN Bolton, KN Lemon
Journal of marketing research 36 (2), 171-186, 1999
The theoretical underpinnings of customer asset management: A framework and propositions for future research
RN Bolton, KN Lemon, PC Verhoef
Journal of the academy of marketing science 32 (3), 271-292, 2004
Dynamic customer relationship management: Incorporating future considerations into the service retention decision
KN Lemon, TB White, RS Winer
Journal of marketing 66 (1), 1-14, 2002
The customer pyramid: creating and serving profitable customers
VA Zeithaml, RT Rust, KN Lemon
California management review 43 (4), 118-142, 2001
What drives customer equity?
KN Lemon, RT Rust, VA Zeithaml
Marketing management 10 (1), 20-25, 2001
E-service and the consumer
RT Rust, KN Lemon
International journal of electronic commerce 5 (3), 85-101, 2001
Relating brandand customer perspectives on marketing management
T Ambler, CB Bhattacharya, J Edell, KL Keller, KN Lemon, V Mittal
Journal of Service Research 5 (1), 13-25, 2002
Customer equity management: Charting new directions for the future of marketing
JE Hogan, KN Lemon, RT Rust
Journal of service Research 5 (1), 4-12, 2002
A framework for understanding and managing the customer experience
A De Keyser, KN Lemon, P Klaus, TL Keiningham
Marketing Science Institute working paper series 85 (1), 15-121, 2015
What is the true value of a lost customer?
JE Hogan, KN Lemon, B Libai
Journal of Service Research 5 (3), 196-208, 2003
Quantifying the ripple: Word-of-mouth and advertising effectiveness
JE Hogan, KN Lemon, B Libai
Journal of Advertising Research 44 (3), 271-280, 2004
Customer-centered brand management
RT Rust, VA Zeithaml, KN Lemon
Harvard business review 82 (9), 110-120, 2004
Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature
A De Keyser, K Verleye, KN Lemon, TL Keiningham, P Klaus
Journal of Service Research 23 (4), 433-455, 2020
Why customers won't relate: Obstacles to relationship marketing engagement
C Ashley, SM Noble, N Donthu, KN Lemon
Journal of business research 64 (7), 749-756, 2011
Gaining customer experience insights that matter
JR McColl-Kennedy, M Zaki, KN Lemon, F Urmetzer, A Neely
Journal of service research 22 (1), 8-26, 2019
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