Laboratorio de innovación empresarial, emprendimiento y empresa familar (INN-LAB)
Centro de investigación
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Universidad de Zaragoza
Zaragoza, EspañaPublicaciones en colaboración con investigadores/as de Universidad de Zaragoza (43)
2024
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Smart innovations for sustainable cities: Insights from a public-private innovation ecosystem
Corporate Social Responsibility and Environmental Management, Vol. 31, Núm. 3, pp. 1654-1666
2023
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From communication to customer engagement: Insights from a tourist destination before and during COVID-19
Handbook of Customer Engagement in Tourism Marketing (Edward Elgar Publishing Ltd.), pp. 291-311
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Impact of COVID-19 on tourism customer engagement: A cross-destination comparison
Handbook of Customer Engagement in Tourism Marketing (Edward Elgar Publishing Ltd.), pp. 261-277
2022
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How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications: 宏观环境因素如何影响客户体验?精炼的分类,综合框架及意义
Service Industries Journal, Vol. 42, Núm. 9-10, pp. 653-687
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Links between communication and tourist destination perception: a heterogeneity analysis during the early pandemic reopening stage in China
Asia Pacific Journal of Tourism Research, Vol. 27, Núm. 9, pp. 907-924
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The Implications of Short-Term and Long-Term B2B Touchpoints: An Abstract
Developments in Marketing Science: Proceedings of the Academy of Marketing Science (Springer Nature), pp. 199-200
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The influence of communication in destination imagery during COVID-19
Journal of Retailing and Consumer Services, Vol. 64
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Theories, constructs, and methodologies to study COVID-19 in the service industries
Service Industries Journal, Vol. 42, Núm. 7-8, pp. 551-582
2021
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How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention
Journal of Retailing and Consumer Services, Vol. 61
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Short-term and long-term effects of touchpoints on customer perceptions
Journal of Retailing and Consumer Services, Vol. 61
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Standardized vs. customized firm-initiated interactions: Their effect on customer gratitude and performance in a B2B context
Journal of Business Research, Vol. 133, pp. 341-353
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The power of social influence and customer–firm interactions in predicting non-transactional behaviors, immediate customer profitability, and long-term customer value
Journal of Business Research, Vol. 125, pp. 103-119
2020
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Channel Habits and the Development of Successful Customer-Firm Relationships in Services
Journal of Service Research, Vol. 23, Núm. 4, pp. 456-475
2019
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What drives consumers’ active participation in the online channel? Customer equity, experience quality, and relationship proneness
Electronic Commerce Research and Applications, Vol. 35
2018
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Customer value co-creation over the relationship life cycle
Journal of Service Theory and Practice, Vol. 28, Núm. 3, pp. 336-355
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Customer-Firm Interactions and the Path to Profitability: A Chain-of-Effects Model
Journal of Service Research, Vol. 21, Núm. 2, pp. 201-218
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Sustainability and business outcomes in the context of SMEs: Comparing family firms vs. non-family firms
Sustainability (Switzerland), Vol. 10, Núm. 11
2017
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Complaint-handling as antecedent of customer engagement: do consumer characteristics matter?
Marketing Intelligence and Planning, Vol. 35, Núm. 2, pp. 277-295
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Online customer-initiated contacts and the development of profitable relationships
Electronic Commerce Research and Applications, Vol. 26, pp. 13-22
2016
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"Are multichannel customers really more valuable? An analysis of banking services"
International Journal of Research in Marketing, Vol. 33, Núm. 1, pp. 208-212