Peter C. Verhoef

University of Groningen - Department of Marketing & Marketing Research

Netherlands

SCHOLARLY PAPERS

33

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CITATIONS
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20

Scholarly Papers (33)

1.

Further Thoughts on Crm

ERIM Report Series Reference No. ERS-2002-83-MKT
Number of pages: 33 Posted: 05 Feb 2003
Peter C. Verhoef and Fred Langerak
University of Groningen - Department of Marketing & Marketing Research and Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM)
Downloads 2,209 (5,981)

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customer relationship management, marketing strategy, marketing performance

2.

Predicting Customer Lifetime Value in Multi-Service Industries

ERIM Report Series Reference No. ERS-2003-038-MKT
Number of pages: 48 Posted: 26 Aug 2006
Bas Donkers, Peter C. Verhoef and Martijn de Jong
Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE), University of Groningen - Department of Marketing & Marketing Research and Tilburg University - Department of Marketing
Downloads 2,112 (6,448)
Citation 2

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database marketing, interactive marketing, forecasting, customer lifetime value, customer relationship management, customer segmentation, value

3.

Predicting Customer Potential Value: An Application in the Insurance Industry

ERIM Report Series Reference No. ERS-2001-01-MKT
Number of pages: 43 Posted: 26 Aug 2006
Peter C. Verhoef and Bas Donkers
University of Groningen - Department of Marketing & Marketing Research and Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE)
Downloads 1,304 (14,265)
Citation 5

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customer relationship management, customer potential, marketing models, insurance industry

4.

Customer Engagement Behavior: Theoretical Foundations and Research Directions

Journal of Service Research 13(3), August, 253-266, (2010)
Number of pages: 15 Posted: 15 Oct 2013
University of Groningen - Faculty of Economics and Business, Boston College - Department of Marketing, Rice University, Free University of Berlin (FUB), TNS Infratest and University of Groningen - Department of Marketing & Marketing Research
Downloads 1,301 (14,308)
Citation 22

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customer engagement, customer loyalty, cocreation, services marketing

5.

The Predictive Ability of Different Customer Feedback Metrics for Retention

International Journal of Research in Marketing, Forthcoming
Number of pages: 42 Posted: 24 Feb 2015
Evert de Haan, Peter C. Verhoef and Thorsten Wiesel
University of Groningen - Department of Marketing & Marketing Research, University of Groningen - Department of Marketing & Marketing Research and University of Muenster
Downloads 1,299 (14,367)

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Customer feedback metrics, Customer satisfaction, Net Promoter Score, Customer Effort Score, Customer retention, Firm performance

6.

The Joint Effect of Relationship Perceptions, Loyalty Program and Direct Mailing on Customer Share Development

ERIM Report Series Reference No. ERS-2002-27-MKT
Number of pages: 59 Posted: 20 Feb 2003
Peter C. Verhoef
University of Groningen - Department of Marketing & Marketing Research
Downloads 1,063 (19,449)

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customer relationship management, customer loyalty, marketing research, marketing instruments marketing models

7.

Consumer Connectivity in a Complex, Technology-Enabled, and Mobile-Oriented World with Smart Products

Journal of Interactive Marketing, Forthcoming
Number of pages: 24 Posted: 07 Feb 2017 Last Revised: 05 Jul 2017
University of Groningen - Department of Marketing & Marketing Research, University of Oxford - Said Business School, University of Maryland - Robert H. Smith School of Business, Temple University, Carnegie Mellon University - H. John Heinz III School of Public Policy and Management, Emory University, Northeastern University - D'Amore-McKim School of Business, Tilburg University, Temple University - Department of Marketing and Supply Chain Management, George Washington University School of Business, The Chinese University of Hong Kong (CUHK) - Department of Marketing, George Washington University School of Business, North Carolina State University and University of Maryland - Robert H. Smith School of Business
Downloads 930 (23,684)
Citation 3

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Connected Consumers, IoT, Mobile, Smart Cities, Big Data

8.

The Impact of Brand and Category Characteristics on Consumer Stock-Out Reactions

ERIM Report Series Reference No. ERS-2002-106-MKT
Number of pages: 46 Posted: 18 Jan 2003
Laurens Sloot, Peter C. Verhoef and Philip Hans Franses
Erasmus University Rotterdam (EUR) - Erasmus Food Management Institute, University of Groningen - Department of Marketing & Marketing Research and Erasmus University Rotterdam (EUR) - Department of Econometrics
Downloads 909 (24,532)

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brand management, retailing, fast moving consumer goods, consumers, marketing-models

9.

The Theoretical Underpinnings of Customer Asset Management

ERIM Report Series Reference No. ERS-2002-80-MKT
Number of pages: 61 Posted: 17 Feb 2003
Ruth N. Bolton, Katherine N. Lemon and Peter C. Verhoef
Arizona State University (ASU) - Marketing Department, Boston College - Department of Marketing and University of Groningen - Department of Marketing & Marketing Research
Downloads 743 (32,471)
Citation 3

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customer asset management, customer equity, customer behavior, customer retention, cross-buying

10.

The Effect of Members' Satisfaction with a Virtual Community on Member Participation

ERIM Report Series Reference No. ERS-2003-004-MKT
Number of pages: 51 Posted: 27 May 2003
Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM), University of Groningen - Department of Marketing & Marketing Research, Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM) and Erasmus University Rotterdam - Rotterdam School of Management (RSM)
Downloads 680 (36,647)
Citation 2

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virtual community, satisfaction, internet, consumers, relationship age

11.

Understanding Brand and Dealer Retention in the New Car Market: The Moderating Role of Brand Type

ERIM Report Series Reference No. ERS-2004-084-MKT
Number of pages: 51 Posted: 28 Sep 2004
Peter C. Verhoef, Bas Donkers and Fred Langerak
University of Groningen - Department of Marketing & Marketing Research, Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE) and Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM)
Downloads 460 (60,703)
Citation 2

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customer loyalty, distribution channels, customer value

12.

Changing Perceptions and Changing Behavior in Customer Relationships

ERIM Report Series Reference No. ERS-2001-31-MKT
Number of pages: 27 Posted: 26 Aug 2006
Peter C. Verhoef, Philip Hans Franses and Bas Donkers
University of Groningen - Department of Marketing & Marketing Research, Erasmus University Rotterdam (EUR) - Department of Econometrics and Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE)
Downloads 456 (61,350)
Citation 4

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dynamic modeling, satisfaction, customer relationships, preference updating

13.

Understanding the Impact of Brand Delistings on Assortment Evaluations and Store Switching and Complaining Intentions

ERIM Report Series Reference No. ERS-2004-114-MKT
Number of pages: 51 Posted: 19 Jan 2005
Laurens Sloot and Peter C. Verhoef
Erasmus University Rotterdam (EUR) - Erasmus Food Management Institute and University of Groningen - Department of Marketing & Marketing Research
Downloads 444 (63,354)

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assortment reduction, assortment management, category management, retailing, brand equity, retail power, store brands

Marketing Communication Drivers of Adoption Timing of a New E-Service Among Existing Customers

ERIM Report Series Reference No. ERS-2007-018-MKT
Number of pages: 43 Posted: 03 Nov 2008
R. Prins and Peter C. Verhoef
affiliation not provided to SSRN and University of Groningen - Department of Marketing & Marketing Research
Downloads 185 (161,053)
Citation 6

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Competitive advertising, E-services, Hazard model, New product adoption, Telecommunications

15.

The Effect of Relational Constructs on Relationship Performance

ERIM Report Series Reference No. ERS-2000-08-MKT
Number of pages: 58 Posted: 20 Jan 2003
Peter C. Verhoef, Philip Hans Franses and Janny C. Hoekstra
University of Groningen - Department of Marketing & Marketing Research, Erasmus University Rotterdam (EUR) - Department of Econometrics and University of Groningen - Faculty of Economics and Business
Downloads 430 (65,865)

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Relationship marketing, Performance, Relationship duration, Insurance industry

16.

Reward Redemption Effects in a Loyalty Program When Customers Choose How Much and When to Redeem

Forthcoming, International Journal of Research in Marketing (IJRM)
Number of pages: 58 Posted: 13 Jun 2014
Matilda Dorotic, Peter C. Verhoef, D. Fok and Tammo H.A. Bijmolt
BI Norwegian Business School, Department of Marketing, University of Groningen - Department of Marketing & Marketing Research, Econometric Institute - Erasmus University Rotterdam and University of Groningen - Department of Marketing & Marketing Research
Downloads 253 (119,302)

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Customer Relationship Management, Loyalty program, Customer loyalty, Reward redemption, Purchases, Points pressure, Rewarded behavior, Direct mailings

17.

Service Processes as a Sequence of Events

ERIM Report Series Reference No. ERS-2002-105-MKT
Number of pages: 29 Posted: 18 Jan 2003
Peter C. Verhoef, Gerrit Antonides and Arnoud N. de Hoog
University of Groningen - Department of Marketing & Marketing Research, Wageningen University and MeesPierson, Amsterdam
Downloads 249 (121,220)
Citation 1

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sequence of events, services, satisfaction, economic psychology, consumers

18.

The Effect of Mailing Design Characteristics on Direct Mail Campaign Performance

International Journal of Research in Marketing, 30(2), (2013) (Forthcoming)
Number of pages: 53 Posted: 05 Oct 2012
affiliation not provided to SSRN, affiliation not provided to SSRN, University of Muenster, University of Hamburg - Institute for Marketing and Media and University of Groningen - Department of Marketing & Marketing Research
Downloads 229 (131,804)
Citation 1

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Advertising, Consumer Behavior, Direct Marketing, Information Processing, Content Analysis, Market Analysis and Response, Intermediate Communication Measures, Non-Profit Organizations, Financial Services

19.

Assessing Customer Evaluation and Revenue Consequences of Component Sharing Across Brands in the Vertical Product Line

ERIM Report Series Reference No. ERS-2005-007-MKT
Number of pages: 36 Posted: 09 Sep 2005
Peter C. Verhoef and Koen H. Pauwels
University of Groningen - Department of Marketing & Marketing Research and Ozyegin University
Downloads 224 (134,705)

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Component sharing, branding, interface marketing and production, customer evaluation, firm

20.

Customer Responses to Channel Migration Strategies Toward the E-Channel

Number of pages: 45 Posted: 15 Aug 2013
Umut Konus, Debra Trampe and Peter C. Verhoef
University of Amsterdam Business School, Department of Marketing, University of Groningen and University of Groningen - Department of Marketing & Marketing Research
Downloads 221 (136,434)

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multichannel customer management, reactance, incentives, Internet, self-service technologies, forgiveness

21.

Consumer Perception and Evaluation of Waiting Time

ERIM Report Series Reference No. ERS-2000-35-MKT
Number of pages: 31 Posted: 03 Nov 2008
Gerrit Antonides, Peter C. Verhoef and Marcel van Aalst
Wageningen University, University of Groningen - Department of Marketing & Marketing Research and Erasmus University Rotterdam (EUR) - Erasmus Food Management Institute
Downloads 179 (165,940)
Citation 1

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telephone waiting times, psychophysics, customer satisfaction, experiment

22.

Using Selective Sampling for Binary Choice Models to Reduce Survey Costs

ERIM Report Series Reference No. ERS-2001-67-MKT
Number of pages: 31 Posted: 20 Feb 2003
Bas Donkers, Philip Hans Franses and Peter C. Verhoef
Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE), Erasmus University Rotterdam (EUR) - Department of Econometrics and University of Groningen - Department of Marketing & Marketing Research
Downloads 174 (170,200)
Citation 2

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Outcome-dependent sampling, sample size, survey design, binary outcomes, logit model

23.
Downloads 44 (194,229)
Citation 6

The Quest for Citations: Drivers of Article Impact

ERIM Report Series Reference No. ERS-2006-061-MKT
Number of pages: 55 Posted: 03 Nov 2008
S. Stremersch, I. Verniers and Peter C. Verhoef
Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE), affiliation not provided to SSRN and University of Groningen - Department of Marketing & Marketing Research
Downloads 44 (412,193)
Citation 11

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Impact, Citation Analysis, Referencing, Scientometrics, Cite

24.

Choice Models and Customer Relationship Management

Kamakura, Wagner A., Mela, Carl F., Ansari, Asim, Bodapati, Anand V., Fader, Peter, Iyengar, Raghuram, Naik, Prasad A. , Neslin, Scott, Sun, Baohong, Verhoef, Peter C., Wedel, Michel and Wilcox, Ronald T., Choice Models and Customer Relationship Management (2005). Marketing Letters 16:3/4, 279-291
Number of pages: 13 Posted: 12 Feb 2014
Rice University, Duke University - Fuqua School of Business, Columbia Business School - Marketing, University of California, Los Angeles (UCLA) - Anderson School of Management, University of Pennsylvania - Marketing Department, University of Pennsylvania - Marketing Department, University of California, Davis, Dartmouth College - Tuck School of Business, Carnegie Mellon University - David A. Tepper School of Business, University of Groningen - Department of Marketing & Marketing Research, University of Maryland - Robert H. Smith School of Business, Marketing Department and University of Virginia - Darden School of Business
Downloads 121 (228,861)
Citation 2

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customer relationship management, direct marketing

25.

The Moderating Roles of Relationship Quality and Dependency in Retailers New Product Adoption Decisions

ERIM Report Series Reference No. ERS-2008-065-MKT
Number of pages: 47 Posted: 03 Nov 2008
Yvonne M. van Everdingen, Laurens Sloot and Peter C. Verhoef
Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM), Erasmus University Rotterdam (EUR) - Erasmus Food Management Institute and University of Groningen - Department of Marketing & Marketing Research
Downloads 109 (246,838)

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adoption, power, store brands, relationship marketing, logit model, retail

26.

Generating Global Brand Equity Through Corporate Social Responsibility to Key Stakeholders

International Journal of Research in Marketing, Forthcoming
Number of pages: 12 Posted: 21 Oct 2011 Last Revised: 27 Aug 2014
Universitat Pompeu Fabra - Faculty of Economic and Business Sciences, University of Groningen - Department of Marketing & Marketing Research, Universidad Carlos III de Madrid - Department of Business Administration and University of Groningen - Department of Marketing & Marketing Research
Downloads 94 (272,639)
Citation 2

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Global Brands, Brand Equity, Corporate Social Responsibility, Stakeholders

27.

The Impact of a Homogenous Versus a Prototypical Web Design on Online Retail Patronage for Multichannel Providers

Emrich, Oliver & Verhoef, Peter (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), Forthcoming
Number of pages: 43 Posted: 26 May 2015
Oliver Emrich and Peter C. Verhoef
Institute of Retail Management and University of Groningen - Department of Marketing & Marketing Research
Downloads 61 (349,454)

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Multichannel retailing, e-commerce, cognitive schemas, store design, visual cues

28.

Purschasing Complex Services on the Internet; an Analysis of Mortgage Loan Acquisitions

ERIM Report Series Reference No. ERS-2003-075-MKT
Number of pages: 31 Posted: 03 Nov 2008
Erasmus Research Institute of Management (ERIM), Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE), University of Groningen - Department of Marketing & Marketing Research and Erasmus University Rotterdam (EUR) - Department of Econometrics
Downloads 57 (361,269)

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online purchasing behavior, search behavior, trust, decision support system, internet

29.

The Effect of Search Channel Elimination on Purchase Incidence, Order Size and Channel Choice

International Journal of Research in Marketing, Vol. 31, Issue 1 (2014), Forthcoming
Number of pages: 58 Posted: 29 Sep 2013
Umut Konus, Scott Neslin and Peter C. Verhoef
University of Amsterdam Business School, Dartmouth College - Tuck School of Business and University of Groningen - Department of Marketing & Marketing Research
Downloads 52 (376,960)

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multichannel, customer relationship management, Internet, catalog shopping, retailing, panel data analysis

30.

Explaining Choice and Share of Category Requirements of Biologic Meat

ERIM Report Series Reference No. ERS-2003-093-MKT
Number of pages: 52 Posted: 03 Nov 2008
Peter C. Verhoef and Kristine Vlagsma
University of Groningen - Department of Marketing & Marketing Research and affiliation not provided to SSRN
Downloads 43 (408,065)

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consumers, organic products, environmentalism, modeling

31.

Eleven Misconceptions About Customer Relationship Management

Business Strategy Review, Vol. 13, pp. 70-76, 2002
Number of pages: 7 Posted: 17 Feb 2003
Peter C. Verhoef and Fred Langerak
University of Groningen - Department of Marketing & Marketing Research and Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM)
Downloads 37 (431,240)
Citation 1
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32.

Satisfaction with Virtual Communities of Interest: Effect on Members' Visit Frequency

British Journal of Management, Vol. 18, No. 3, pp. 241-256, September 2007
Number of pages: 16 Posted: 27 Aug 2007
Erasmus University Rotterdam - Rotterdam School of Management (RSM), Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM), University of Groningen - Department of Marketing & Marketing Research and Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM)
Downloads 34 (443,577)
Citation 2
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33.

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Verhoef, Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, and Leonard A. Schlesinger (2009), “Customer Experience Creation: Determinants, Dynamics and Management Strategies” Journal of Retailing, 85 (1), 31-41.
Posted: 13 Apr 2016
University of Groningen - Department of Marketing & Marketing Research, Boston College - Department of Marketing, University of Miami - School of Business Administration, Babson College - Marketing Division, University of Miami - Department of Marketing and Babson College

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