Publicaciones en colaboración con investigadores/as de Universidad de Zaragoza (46)

2023

  1. 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

  2. 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

  3. Smart innovations for sustainable cities: Insights from a public-private innovation ecosystem

    Corporate Social Responsibility and Environmental Management

2022

  1. Analyzing the Powerful Impact of Touchpoints in a B2B Context: An Abstract

    Developments in Marketing Science: Proceedings of the Academy of Marketing Science (Springer Nature), pp. 259-260

  2. Exploring the role of service touchpoints on the path to financial, behavioral and relational customer outcomes: insights from a B2B service context

    Journal of Business and Industrial Marketing, Vol. 37, Núm. 11, pp. 2260-2277

  3. 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

  4. 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

  5. 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

  6. The influence of communication in destination imagery during COVID-19

    Journal of Retailing and Consumer Services, Vol. 64

  7. Theories, constructs, and methodologies to study COVID-19 in the service industries

    Service Industries Journal, Vol. 42, Núm. 7-8, pp. 551-582

2021

  1. How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention

    Journal of Retailing and Consumer Services, Vol. 61

  2. Short-term and long-term effects of touchpoints on customer perceptions

    Journal of Retailing and Consumer Services, Vol. 61

  3. 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

  4. 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

  1. Channel Habits and the Development of Successful Customer-Firm Relationships in Services

    Journal of Service Research, Vol. 23, Núm. 4, pp. 456-475

2019

  1. What drives consumers’ active participation in the online channel? Customer equity, experience quality, and relationship proneness

    Electronic Commerce Research and Applications, Vol. 35

2018

  1. Customer value co-creation over the relationship life cycle

    Journal of Service Theory and Practice, Vol. 28, Núm. 3, pp. 336-355

  2. Customer-Firm Interactions and the Path to Profitability: A Chain-of-Effects Model

    Journal of Service Research, Vol. 21, Núm. 2, pp. 201-218

  3. Sustainability and business outcomes in the context of SMEs: Comparing family firms vs. non-family firms

    Sustainability (Switzerland), Vol. 10, Núm. 11

2017

  1. Complaint-handling as antecedent of customer engagement: do consumer characteristics matter?

    Marketing Intelligence and Planning, Vol. 35, Núm. 2, pp. 277-295