Customer experience management in the age of big data analytics: A strategic framework M Holmlund, Y Van Vaerenbergh, R Ciuchita, A Ravald, P Sarantopoulos, ... Journal of Business Research 116, 356-365, 2020 | 342 | 2020 |
Customer engagement in a big data world W Kunz, L Aksoy, Y Bart, K Heinonen, S Kabadayi, FV Ordenes, M Sigala, ... Journal of Services Marketing 31 (2), 161-171, 2017 | 336 | 2017 |
Cutting through content clutter: How speech and image acts drive consumer sharing of social media brand messages F Villarroel Ordenes, D Grewal, S Ludwig, KD Ruyter, D Mahr, M Wetzels Journal of Consumer Research 45 (5), 988-1012, 2019 | 302 | 2019 |
Analyzing customer experience feedback using text mining: A linguistics-based approach FV Ordenes, B Theodoulidis, J Burton, T Gruber, M Zaki Journal of Service Research 17 (3), 278-295, 2014 | 295 | 2014 |
Unveiling what is written in the stars: Analyzing explicit, implicit, and discourse patterns of sentiment in social media F Villarroel Ordenes, S Ludwig, K De Ruyter, D Grewal, M Wetzels Journal of Consumer Research 43 (6), 875-894, 2017 | 289 | 2017 |
The future of digital communication research: Considering dynamics and multimodality D Grewal, D Herhausen, S Ludwig, FV Ordenes Journal of Retailing 98 (2), 224-240, 2022 | 106 | 2022 |
Mindful consumption: Three consumer segment views GR Milne, F Villarroel Ordenes, B Kaplan Australasian Marketing Journal 28 (1), 3-10, 2020 | 73 | 2020 |
From words to pixels: text and image mining methods for service research F Villarroel Ordenes, S Zhang Journal of Service Management 30 (5), 593-620, 2019 | 60 | 2019 |
Patterns in motion: How visual patterns in ads affect product evaluations S Farace, A Roggeveen, F Villarroel Ordenes, K De Ruyter, M Wetzels, ... Journal of Advertising 49 (1), 3-17, 2020 | 49 | 2020 |
Complaint de-escalation strategies on social media D Herhausen, L Grewal, KH Cummings, AL Roggeveen, ... Journal of Marketing 87 (2), 210-231, 2023 | 38 | 2023 |
Machine learning for marketing on the KNIME Hub: The development of a live repository for marketing applications FV Ordenes, R Silipo Journal of Business Research 137, 393-410, 2021 | 35 | 2021 |
Bad intentions: Customers’ negative reactions to intentional failures and mitigating conditions A Nazifi, H Roschk, F Villarroel Ordenes, B Marder Journal of Travel Research 61 (8), 1808-1827, 2022 | 16 | 2022 |
How high-arousal language shapes micro-versus macro-influencers’ impact GL Cascio Rizzo, F Villarroel Ordenes, R Pozharliev, M De Angelis, ... Journal of Marketing, 00222429231207636, 2024 | 8 | 2024 |
What Drives Virtual Influencer's Impact? GL Cascio Rizzo, JA Berger, F Villarroel Ordenes Available at SSRN 4329150, 2023 | 6 | 2023 |
The Role of In-Store and Online Retailing Factors A Roggeveen, D Grewal, M de La Paz Toldos, EM González, A Valdez, ... Creating Marketing Magic and Innovative Future Marketing Trends: Proceedings …, 2017 | 2 | 2017 |
Customer experience measurement: implications for customer loyalty FV Ordenes, DD Solis, D Herhausen Handbook of Research on Customer Loyalty, 83-94, 2022 | 1 | 2022 |
Meet your Customers: The Marketing Analytics Collection FJ Villarroel Ordenes, R Cadili KNIME Press, 2023 | | 2023 |
Deescalating Arousal in Social Media Complaints: Using Active Listening and Empathy to Enhance Customer Gratitude D Herhausen, L Grewal, K Hill, A Roggeveen, FJ Villarroel Ordenes, ... Association for Consumer Reserach Conference (ACR 2022) 50, ---, 2022 | | 2022 |
Too good to be true! The effects of number of followers and language intensity on consumer responses to influencers’ sponsored content GL Cascio Rizzo, M De Angelis, RI Pozharliev, FJ Villarroel Ordenes, ... PROCEEDINGS OF THE EUROPEAN MARKETING ACADEMY 51, ---, 2022 | | 2022 |
The Effect of Multimodal Compositions in Social Media Brand Posts on Purchase Intentions S Farace, FJ Villarroel Ordenes Convegno Annuale della Società Italiana Marketing 19, ---, 2022 | | 2022 |