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Katherine Lemon
Katherine Lemon
Professor of Marketing, Boston College
Verified email at bc.edu
Title
Cited by
Cited by
Year
Understanding customer experience throughout the customer journey
KN Lemon, PC Verhoef
Journal of marketing 80 (6), 69-96, 2016
61582016
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
50572010
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
48092009
Return on marketing: Using customer equity to focus marketing strategy
RT Rust, KN Lemon, VA Zeithaml
Journal of marketing 68 (1), 109-127, 2004
32372004
Driving customer equity: How customer lifetime value is reshaping corporate strategy
VA Zeithaml, KN Lemon, RT Rust
Simon and Schuster, 2001
23642001
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
21661999
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
12232004
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
8582002
The customer pyramid: creating and serving profitable customers
VA Zeithaml, RT Rust, KN Lemon
California management review 43 (4), 118-142, 2001
8542001
What drives customer equity?
KN Lemon, RT Rust, VA Zeithaml
Marketing management 10 (1), 20-25, 2001
8302001
E-service and the consumer
RT Rust, KN Lemon
International journal of electronic commerce 5 (3), 85-101, 2001
7282001
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
6252002
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
4762002
What is the true value of a lost customer?
JE Hogan, KN Lemon, B Libai
Journal of Service Research 5 (3), 196-208, 2003
4302003
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
4282015
Quantifying the ripple: Word-of-mouth and advertising effectiveness
JE Hogan, KN Lemon, B Libai
Journal of Advertising Research 44 (3), 271-280, 2004
4262004
Customer-centered brand management.
RT Rust, VA Zeithaml, KN Lemon
Harvard business review 82 (9), 110-8, 138, 2004
3922004
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
3732011
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
3432019
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
3402020
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Articles 1–20