| Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens CM Voorhees, PW Fombelle, Y Gregoire, S Bone, A Gustafsson, R Sousa, ... Journal of Business Research 79, 269-280, 2017 | 498 | 2017 |
| Defining service innovation: A review and synthesis L Witell, H Snyder, A Gustafsson, P Fombelle, P Kristensson Journal of Business Research 69 (8), 2863-2872, 2016 | 482 | 2016 |
| Identifying categories of service innovation: A review and synthesis of the literature H Snyder, L Witell, A Gustafsson, P Fombelle, P Kristensson Journal of Business Research 69 (7), 2401-2408, 2016 | 417 | 2016 |
| Shopping under the influence of curiosity: How retailers use mystery to drive purchase motivation KM Hill, PW Fombelle, NJ Sirianni Journal of Business Research 69 (3), 1028-1034, 2016 | 120 | 2016 |
| Leveraging customers’ multiple identities: identity synergy as a driver of organizational identification PW Fombelle, CB Jarvis, J Ward, L Ostrom Journal of the Academy of Marketing Science 40, 587-604, 2012 | 111 | 2012 |
| Don’t forget about the frontline employee during the COVID-19 pandemic: Preliminary insights and a research agenda on market shocks CM Voorhees, PW Fombelle, SA Bone Journal of Service Research 23 (4), 396-400, 2020 | 70 | 2020 |
| How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service SA Bone, PW Fombelle, KR Ray, KN Lemon Journal of Service Research 18 (1), 23-38, 2015 | 59 | 2015 |
| Customer deviance: A framework, prevention strategies, and opportunities for future research PW Fombelle, CM Voorhees, MR Jenkins, K Sidaoui, S Benoit, T Gruber, ... Journal of Business Research 116, 387-400, 2020 | 51 | 2020 |
| Responding to the 98%: face-enhancing strategies for dealing with rejected customer ideas PW Fombelle, SA Bone, KN Lemon Journal of the Academy of Marketing Science 44, 685-706, 2016 | 47 | 2016 |
| “Mere measurement plus”: how solicitation of open-ended positive feedback influences customer purchase behavior SA Bone, KN Lemon, CM Voorhees, KA Liljenquist, PW Fombelle, ... Journal of Marketing Research 54 (1), 156-170, 2017 | 44 | 2017 |
| Thematic discrepancy analysis: a method to gain insights into lurkers and test for non-response bias SA Thompson, JM Loveland, PW Fombelle Journal of Interactive Marketing 28 (1), 55-67, 2014 | 20 | 2014 |
| Member retention and donations in nonprofit service organizations: The balance between peer and organizational identification D Fang, PW Fombelle, RN Bolton Journal of Service Research 24 (2), 187-205, 2021 | 16 | 2021 |
| Managing post-purchase moments of truth: Leveraging customer feedback to increase loyalty C Voorhees, P Fombelle, AM Allen, SA Bone, J Aach Marketing Science Institute Reports 14, 14-115, 2014 | 15 | 2014 |
| Let them all eat cake: Providing VIP services without the cost of exclusion for non-VIP customers PW Fombelle, NJ Sirianni, NJ Goldstein, RB Cialdini Journal of Business Research 68 (9), 1987-1996, 2015 | 11 | 2015 |
| Happy users, grumpy bosses: Current community engagement literature and the impact of support engagement in a B2B setting on user and upper management satisfaction SFM Beckers, SA Bone, PW Fombelle, J van Doorn, PC Verhoef, KR Ray Customer engagement marketing, 141-169, 2018 | 9 | 2018 |
| Teamwork and adaptation in games (TAG) a survey to gauge teamwork C Harteveld, E Kleinman, P Rizzo, D Schouten, TH Nguyen, S Liberty, ... Proceedings of the 14th International Conference on the Foundations of …, 2019 | 6 | 2019 |
| Healthy aging adviser: Designing a service to support the life transitions and autonomy of older adults M Kim, V Ramdin, R Pozzar, P Fombelle, X Zhou, Y Zhang, M Jiang The Design Journal 25 (2), 143-164, 2022 | 3 | 2022 |
| Resident autonomy in assisted living facilities: a conceptual framework for transformative service research VA Ramdin, M Kim, R Pozzar, PW Fombelle, Y Zhang, X Zhou, J Janigan ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes …, 2018 | 3 | 2018 |
| The influence of a small gift and a personal greeting on the customer experience P Fombelle, A Gustafsson, M Löfgren, L Witell QUIS 12, Ithaca, USA, 2-5 June, 2011, 2011 | 2 | 2011 |
| Automated Electronic Word of Mouth Suggestions from the Firm: Untapped Potential or Inevitable Backlash? JM Beck, CM Voorhees, PW Fombelle, KN Lemon working paper, Marketing Science Institute, 2020 | 1 | 2020 |
Anders GustafssonProfessor of Marketing, BI Norwegian Business SchoolVerified email at bi.no
