• Reward redemption effects in a loyalty program when customers choose how much and when to redeem 

      Dorotic, Matilda; Verhoef, Peter C.; Fok, Dennis; Bijmolt, Tammo H.A. (Journal article; Peer reviewed, 2014)
      The redemption of loyalty program (LP) rewards has an important impact on LP members’ behavior, particularly on purchase behavior before and after redeeming a reward. However, little is known about the interplay between ...
    • Successful customer value management: key lessons and emerging trends 

      Verhoef, Peter C.; Lemon, Katherine N. (Journal article; Peer reviewed, 2013)
      In the past decade, firms have paid increasing attention to customer value management (CVM). Through customer-centric management systems, firms aim to maximize customer value. In this article, we put forth six important ...
    • The effects of mailing design characteristics on direct mail campaign performance 

      Feld, Sebastian; Frenzen, Heiko; Krafft, Manfred; Peters, Kay; Verhoef, Peter C. (Journal article; Peer reviewed, 2013)
      Designing effective direct mail pieces is considered a key success factor in direct marketing. However, related published empirical research is scarce while design recommendations are manifold and often conflicting. Compared ...
    • The impact of consumer confidence on store satisfaction and share of wallet formation 

      Hunneman, Auke; Verhoef, Peter C.; Sloot, Laurens M. (Journal article; Peer reviewed, 2015)
      For retailer managers, it is crucial to understand the relationships between customers’ store attribute evaluations, satisfaction, and share of wallet as well as how these relationships change over time depending on the ...
    • The moderating role of shopping trip type in store satisfaction formation 

      Hunneman, Auke; Verhoef, Peter C.; Sloot, Laurens M. (Journal article; Peer reviewed, 2017)
      Consumers may weigh store attributes differently depending on the type of shopping trip. For example, fill-in shoppers likely value convenience, due to the ad-hoc nature and urgency of such trips. However, no study has yet ...