Paul Fombelle
Paul Fombelle
Associate Professor of Marketing, Northeastern University
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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
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
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
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
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
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
“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
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
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
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
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
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 Working Paper. Report (14-115), 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
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
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
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
Automated Electronic Word of Mouth Suggestions from the Firm: Untapped Potential or Inevitable Backlash?
JM Beck, CM Voorhees, PW Fombelle, KN Lemon
Marketing Science Institute Working Paper, 2020
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
Fun made me do it! Transforming consumer well-being through serious play
SM Tignor, PW Fombelle, NJ Sirianni
ACR North American Advances, 2014
Multiple identities: Identity synergy and overlap as drivers of organizational identification
PW Fombelle
Arizona State University, 2010
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