Paul Fombelle
Paul Fombelle
Associate Professor of Marketing, Northeastern University
Verified email at neu.edu - Homepage
Title
Cited by
Cited by
Year
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
2262016
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
2052017
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
1912016
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 (4), 587-604, 2012
822012
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
552016
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
452015
“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
232017
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 (6), 685-706, 2016
162016
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
162014
Service innovation
A Gustafsson, P Kristensson, GR Schirr, L Witell
Business Expert Press, 2016
152016
Managing post-purchase moments of truth: Leveraging Customer Feedback to Increase Loyalty
C Voorhees, P Fombelle, A Allen, SA Bone, J Aach
Marketing Science Institute Working Paper Series, Report No. 14 115, 2014
92014
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
62018
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
62015
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
42020
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
32011
Fun made me do it! Transforming consumer well-being through serious play
SM Tignor, PW Fombelle, NJ Sirianni
ACR North American Advances, 2014
12014
Multiple Identities: Identity Synergy and Overlap as Drivers of Organizational Identification
PW Fombelle
Arizona State University, 2010
12010
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, 1094670520944606, 2020
2020
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, 1094670520933676, 2020
2020
The impact of customer engagement behaviors and majority/minority information on the use of online reviews
TL Baker, P Fombelle, C Voorhees, KKL Hall, B Runnalls
Handbook of Research on Customer Engagement, 2019
2019
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Articles 1–20