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Verhoef, Prof. Peter

Peter Verhoef
Peter Verhoef

Peter Verhoef gained a PhD from the Erasmus School of Economics and has been Professor of Marketing at the University of Groningen since 2005. His research includes investigations of customer management, customer loyalty and the purchasing behaviour of consumers when buying organic products. Several of Verhoef’s publications have achieved international recognition.

In 2013 he received the Sheth Foundation/Journal of Marketing Award for his article Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development. Verhoef was the first Dutch person to receive this prize. In 2009, he and Professor Peter Leeflang were the first researchers from a non-American university to be awarded the Harold M. Maynard Award for best paper in the Journal of Marketing.

Verhoef’s research results are used regularly to highlight problems relating to consumer behaviour or suggest solutions. For example, one of his research projects proved that eating and drinking ‘light’ products does not lead to weight loss but actually has the opposite effect.

In addition to his professorial duties, Verhoef is the Director of the University of Groningen Business School and Chair of the Advisory Council for the Customer Centre of the Dutch Banking Association (NVB).

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Verhoef for De Volkskrant
Verhoef for De Volkskrant

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Publications

2020

Doorn, van, J., Verhoef, P., & Risselada, H. (2020). Sustainability Claims and Perceived Product Quality: The Moderating Role of Brand CSR. Sustainability, 12(9), [3711]. https://doi.org/10.3390/su12093711

2019

Liu, H., Lobschat, L., Verhoef, P., & Zhao, H. (2019). App Adoption: The Effect On Purchasing Of Customers Who Have Used A Mobile Website Previously. Journal of Interactive Marketing, 47, 16-34. https://doi.org/10.1016/j.intmar.2018.12.001
Nguyen, D. K., Broekhuizen, T., Dong, J. Q., & Verhoef, P. C. (2019). Digital Readiness: Construct Development and Empirical Validation. In International Conference on Information Systems Proceedings [2966] Association for Information Systems (AIS).
Verhoef, P. C., Broekhuizen, T., Bart, Y., Bhattacharya, A., Dong, J. Q., Fabian, N., & Haenlein, M. (2019). Digital Transformation: A Multidisciplinary Reflection and Research Agenda. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2019.09.022
Herhausen, D., Kleinkercher, K., Verhoef, P. C., Emrich, O., & Rudolph, T. (2019). Loyalty Formation for Different Customer Journey Segments. Journal of Retailing, 95(3247), 9-29. https://doi.org/10.1016/j.jretai.2019.05.001
Verhoef, P. C., & Bijmolt, T. H. A. (2019). Marketing perspectives on digital business models: A framework and overview of the special issue. International Journal of Research in Marketing, 36(3), 341-349. https://doi.org/10.1016/j.ijresmar.2019.08.001
Gijsenberg, M. J., & Verhoef, P. C. (2019). Moving Forward: The Role of Marketing in Fostering Public Transport Usage. Journal of Public Policy & Marketing, 38(3), 354-371. https://doi.org/10.1177/0743915619846869
Verhoef, P., & Baake, M. (2019). Vertrouwen in banken afgelopen jaren licht gestegen. Economische Statistische Berichten, 104(4778), 482-483.

2018

Beke, F. T., Eggers, F., & Verhoef, P. C. (2018). Consumer Informational Privacy: Current Knowledge and Research Directions. Foundations and Trends® in Marketing, 11(1), 1-71. https://doi.org/10.1561/1700000057
de Haan, E., Kannan, P. K., Verhoef, P. C., & Wiesel, T. (2018). Device Switching in Online Purchasing: Examining the Strategic Contingencies. Journal of Marketing, 82(5), 1-19. https://doi.org/10.1509/jm.17.0113
Beckers, S. F. M., Bone, S. A., Fombelle, P. W., van Doorn, J., Verhoef, P. C., & Ray, K. R. (2018). Happy Users, Grumpy Bosses: Current Community Engagement Literature and the Impact of Support Engagement in a B2B Setting on User and Upper Management Satisfaction. In R. W. Palmatier, V. Kumar, & C. M. Harmeling (Eds.), Customer engagement marketing (pp. 141-170). Palgrave MacMillan. https://doi.org/10.1007/978-3-319-61985-9_7
Verhoef, P., Inman, J., & Kahn, B. E. (2018). Introduction to Special Issue: Consumer Response to the Evolving Retailing Landscape. Journal of the Association of Consumer Research, 3(3), 255-259. [1]. https://doi.org/10.1086/699389
Gijsenberg, M., & Verhoef, P. (2018). Moving Forward: The Role of Marketing in Fostering Public Transport Usage. (SOM Research Reports; No. 2018003-MARK). University of Groningen, SOM research school.
Liu, H., Lobschat, L., & Verhoef, P. (2018). Multichannel retailing: A review and research agenda. Foundations and Trends® in Marketing, 12(1), 1-79. https://doi.org/10.1561/1700000059
Verhoef, P., Kooge, E., & Walk, N. (2018). Waarde creëren met big data analytics: Voor slimmere marketing beslissingen. Wolters-Noordhoff.
Kleinkercher, K., Emrich, O., Herhausen, D., Verhoef, P. C., & Rudolph, T. (2018). Websites as Information Hubs: How Informational Channel Integration and Shopping Benefit Density Interact in Steering Customers to the Physical Store. Journal of the Association of Consumer Research, 3(3), 330-342. https://doi.org/10.1086/698415

2017

Beckers, S. F. M., van Doorn, J., & Verhoef, P. C. (2018). Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value. Journal of the Academy of Marketing Science, 46(3), 366-383. https://doi.org/10.1007/s11747-017-0539-4
Verhoef, P. C., Stephen, A. T., Kannan, P. K., Luo, X., Abhishek, V., Andrews, M., Bart, Y., Datta, H., Fong, N., Hoffman, D. L., Hu, M. M., Novak, T., Rand, W., & Zhang, Y. (2017). Consumer Connectivity in a Complex, Technology-enabled, and Mobile-oriented World with Smart Products. Journal of Interactive Marketing, 40, 1-8. https://doi.org/10.1016/j.intmar.2017.06.001
Verhoef, P. C., Heijnsbroek, M., & Bosma, J. (2017). Developing a Service Improvement System for the National Dutch Railways. Interfaces, 47(6), 489-504. https://doi.org/10.1287/inte.2017.0915
Bosma, J., Heijnsbroek, M., & Verhoef, P. (2017). Hoe verbetert de NS zijn klantprestatie. Tijdschrift voor Marketing, 4, 42-45.
Bijmolt, T. H. A., & Verhoef, P. C. (2017). Loyalty programs: Current insights, research challenges, and emerging trends. In B. Wierenga, & R. van der Lans (Eds.), Handbook of marketing decision models (pp. 143-165). (International Series in Operations Research & Management Science; Vol. 254). Springer. https://doi.org/10.1007/978-3-319-56941-3_5
Holtrop, N., Wieringa, J., Gijsenberg, M., & Verhoef, P. C. (2017). No Future Without the Past? Predicting Churn in the Face of Customer Privacy. International Journal of Research in Marketing, 34(1), 154-172. https://doi.org/10.1016/j.ijresmar.2016.06.001
Krafft, M., Arden, C. M., & Verhoef, P. C. (2017). Permission Marketing and Privacy Concerns - Why Do Customers (Not) Grant Permissions? Journal of Interactive Marketing, 39, 39-54. https://doi.org/10.1016/j.intmar.2017.03.001
van Doorn, J., Onrust, M., Verhoef, P., & Bügel, M. S. (2017). The impact of corporate social responsibility on customer attitudes and retention: The moderating role of brand success indicators. Marketing Letters, 28(4), 607-619. https://doi.org/10.1007/s11002-017-9433-6
Ou, Y-C., & Verhoef, P. C. (2017). The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers. Journal of Business Research, 80, 106-115. https://doi.org/10.1016/j.jbusres.2017.07.011
Hunneman, A., Verhoef, P., & Sloot, L. (2017). The moderating role of shopping trip type in store satisfaction formation. Journal of Business Research, 78, 133-142. https://doi.org/10.1016/j.jbusres.2017.05.012
Gensler, S., Neslin, S. A., & Verhoef, P. (2017). The Showrooming Phenomenon: It's More than Just About Price. Journal of Interactive Marketing, 38(2), 29-43. https://doi.org/10.1016/j.intmar.2017.01.003

2016

Ou, Y-C., Verhoef, P. C., & Wiesel, T. (2017). The effects of customer equity drivers on loyalty across services industries and firms. Journal of the Academy of Marketing Science, 45(3), 336-356. https://doi.org/10.1007/s11747-016-0477-6
Verhoef, P. C., Kooge, E., & Walk, N. (2016). Creating value with big data analytics: making smarter marketing decisions. Routledge.
Beckers, S., van Doorn, J., & Verhoef, P. (2016). Economic outcomes of customer engagement: emerging findings, contemporary theoretical perspectives and future challenges. In R. J. Brodie, L. D. Hollebeek, & J. Conduit (Eds.), Customer engagement: Contemporary issues and challenges (pp. 21-52). Routledge.
Risselada, H., Verhoef, P., & Bijmolt, T. (2016). Indicators of opinion leadership in customer networks: self-reports and degree centrality. Marketing Letters, 27(3), 449-460. https://doi.org/10.1007/s11002-015-9369-7
Leeflang, P., Verhoef, P., & Verlegh, P. W. J. (2016). Marketing. In S. Philippen, & G. Werner (Eds.), Canon van de economie (pp. 235-256). ESB BV.
Kooge, E., Verhoef, P. C., & Walk, N. (2016). Merging data streams: The real challenge of big data. Research World, 56, 34-37. https://doi.org/10.1002/rwm3.20324
Melero, I., Sese, F. J., & Verhoef, P. C. (2016). Recasting the customer experience in today's omnichannel environment. Universia Business Review, 50, 18-37. https://journals.ucjc.edu/ubr/article/view/1739
Cleeren, K., Geyskens, K., Verhoef, P. C., & Pennings, J. M. E. (2016). Regular or low-fat? An investigation of the long-run impact of the first low-fat purchase on subsequent purchase volumes and calories. International Journal of Research in Marketing, 33(4), 896-906. https://doi.org/10.1016/j.ijresmar.2016.04.001
Verhoef, P. C., & van Doorn, J. (2016). Segmenting Consumers According to Their Purchase of Products with Organic, Fair-Trade, and Health Labels. Journal of Marketing Behavior, 2(1), 19-37. https://doi.org/10.1561/107.00000026
Kannan, P. K., Reinartz, W., & Verhoef, P. C. (2016). The path to purchase and attribution modeling: Introduction to special section. International Journal of Research in Marketing, 33(3), 449-456. https://doi.org/10.1016/j.ijresmar.2016.07.001
Lemon, K. N., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing, 80(6), 69-96. https://doi.org/10.1509/jm.15.0420

2015

Verhoef, P. C., & Lemon, K. N. (2015). Advances in customer value management. In R. M. Morgan, J. T. Parish, & G. Deitz (Eds.), Handbook of Research in Relationship Marketing (pp. 75). Edward Elgar Publishing.
Leeflang, P., Verhoef, P., & Verlegh, P. W. J. (2015). Canon deel 13: Marketing. Economisch Statistische Berichten, 100(4709), 276-281.
Peters, K., Verhoef, P. C., & Krafft, M. (2015). Customer acquisition strategies: A customer equity management perspective. In Handbook of Research on Customer Equity in Marketing (pp. 227-264). Edward Elgar Publishing. https://doi.org/10.4337/9781781004982.00018
Lhoest-Snoeck, S., van Nierop, E., & Verhoef, P. C. (2015). Customer Value Modelling in the Energy Market and a Practical Application for Marketing Decision Making. International Journal of Electronic Customer Relationship Management, 9(1), 1-32. https://doi.org/10.1504/IJECRM.2015.070696
van Doorn, J., & Verhoef, P. C. (2015). Drivers of and Barriers to Organic Purchase Behavior. Journal of Retailing, 91(3), 436-450. https://doi.org/10.1016/j.jretai.2015.02.003
Verhoef, P. C., Kannan, PK., & Inman, J. (2015). From Multi-Channel Retailing to Omni-Channel Retailing: Introduction to the Special Issue on Multi-Channel Retailing. Journal of Retailing, 91(2), 174-181. https://doi.org/10.1016/j.jretai.2015.02.005
Gijsenberg, M. J., van Heerde, H. J., & Verhoef, P. C. (2015). Losses Loom Longer Than Gains: Modeling the Impact of Service Crises on Perceived Service Quality over Time. Journal of Marketing Research, 52(5), 642-656.
Emrich, O., & Verhoef, P. C. (2015). The impact of a homogenous versus a prototypical web design on online retail patronage for multichannel providers. International Journal of Research in Marketing, 32(4), 363-374. https://doi.org/10.1016/j.ijresmar.2015.04.002
Hunneman, A., Verhoef, P. C., & Sloot, L. M. (2015). The Impact of Consumer Confidence on Store Satisfaction and Share of Wallet Formation. Journal of Retailing, 91(3), 516-532. https://doi.org/10.1016/j.jretai.2015.02.004
de Haan, E., Verhoef, P. C., & Wiesel, T. (2015). The predictive ability of different customer feedback metrics for retention. International Journal of Research in Marketing, 32(2), 195-206. https://doi.org/10.1016/j.ijresmar.2015.02.004

2014

Leeflang, P. S. H., Verhoef, P. C., Dahlströhm, P., & Freundt, T. (2014). Challenges and solutions for marketing in a digital era. European Management Journal, 32(1), 1-12. https://doi.org/10.1016/j.emj.2013.12.001
De Haan, E., Verhoef, P., & Wiesel, T. (2014). Customer Feedback Metrics: De voorspellende kracht van klanttevredenheid, NPS en andere metrics. (CIC Rappport). CIC.
Trampe, D., Konus, U., & Verhoef, P. C. (2014). Customer Responses to Channel Migration Strategies Toward the E-channel. Journal of Interactive Marketing, 28(4), 257-270. https://doi.org/10.1016/j.intmar.2014.05.001
Risselada, H., Verhoef, P. C., & Bijmolt, T. H. A. (2014). Dynamic effects of social influence and direct marketing on the adoption of high-technology products. Journal of Marketing, 78(2), 52-68.
Lhoest-Snoeck, S., van Nierop, E., & Verhoef, P. (2014). For New Customers Only: A Study on the Effect of Acquisition Campaigns on a Service Company's Existing Customers' CLV. Journal of Interactive Marketing, 28(3), 210-224. https://doi.org/10.1016/j.intmar.2014.02.004
De Haan, E., Verhoef, P., & Wiesel, T. (2014). Gebruik van customer feedback metrics door dienstverleners. Maandblad voor Accountancy en Bedrijfseconomie, 88(7/8), 274-281.
Gijsenberg, M., van Heerde, H., & Verhoef, P. (2014). Losses Loom Longer than Gains: Modeling the Impact of Service Crises on Customer Satisfaction over Time. Abstract from 36th ISMS Marketing Science Conference , Atlanta, United States.
Leeflang, P. S. H., & Verhoef, P. C. (2014). Marketing van professionele diensten en professionele dienstverlening. Maandblad voor Accountancy en Bedrijfseconomie, 88(7/8), 270-273.
Dorotic, M., Verhoef, P. C., Fok, D., & Bijmolt, T. H. A. (2014). Reward Redemption Effects in a Loyalty Program when Customers Choose how much and when to Redeem. International Journal of Research in Marketing, 31(4), 339-355. https://doi.org/10.1016/j.ijresmar.2014.06.001
Konus, U., Neslin, S. A., & Verhoef, P. C. (2014). The effect of search channel elimination on purchase incidence, order size and channel choice. International Journal of Research in Marketing, 31(1), 49-64. https://doi.org/10.1016/j.ijresmar.2013.07.008
Neslin, S. A., Jerath, K., Bodapati, A., Bradlow, E. T., Deighton, J., Gensler, S., Lee, L., Montaguti, E., Telang, R., Venkatesan, R., Verhoef, P., & Zhang, Z. J. (2014). The interrelationships between brand and channel choice. Marketing Letters, 25(3), 319-330. https://doi.org/10.1007/s11002-014-9305-2
Ou, Y-C., de Vries, L., Wiesel, T., & Verhoef, P. (2014). The Role of Consumer Confidence in Creating Customer Loyalty. Journal of Service Research, 17(3), 339-354. https://doi.org/10.1177/1094670513513925

2013

Beckers, S. F. M., Risselada, H., & Verhoef, P. C. (2013). Customer Engagement: A New Frontier in Customer Value Management. In R. T. Rust, & M-H. Huang (Eds.), Handbook of Service Marketing Research Edward Elgar Publishing.
Leeflang, P. S. H., Verhoef, P. C., Dahlström, P., & Freundt, T. (2013). Digitale marketing: Uitdagingen en oplossingen. Holland Management Review, 148, 41 - 49.
Risselada, H., Verhoef, P. C., & Bijmolt, T. H. A. (2013). Houdbaarheid van churnvoorspellingsmodellen. In Jaarboek MarktOnderzoekAssociatie 2013 (pp. 217 - 234). (Hoofdstuk 14). MOA.
Verhoef, P. C. (2013). Klant centraal - Inzichten uit de marketingwetenschap. Holland Management Review, 30(151), 8 - 17.
Verhoef, P. C. (2013). 'Operationalisering' van klantgerichtheid: omgaan met onvermijdelijke dilemma's. Holland Management Review, 152(11/12), 54 - 65.
Verhoef, P. C., & Lemon, K. (2013). Successful customer value management: Key lessons and emerging trends. European Management Journal, 31(1), 1-15. https://doi.org/10.1016/j.emj.2012.08.001
Feld, S., Frenzen, H., Krafft, M., Peters, K., & Verhoef, P. C. (2013). The effects of mailing design characteristics on direct mail campaign performance. International Journal of Research in Marketing, 30(2), 143-159. https://doi.org/10.1016/j.ijresmar.2012.07.003
De Haan, E., Verhoef, P., & Wiesel, T. (2013). There Is No Single Best Measure of Your Customers.
Verhoef, P. C., Beckers, S. F. M., & van Doorn, J. (2013). Understand the Perils of Co-Creation. Harvard Business Review, 91(9), 28.

2012

Verhoef, P. C., Pauwels, K., & Tuk, M. A. (2012). Assessing Consequences of Component Sharing across Brands in the Vertical Product Line in the Automotive Market. The Journal of Product Innovation Management, 29(4), 559-572. https://doi.org/10.1111/j.1540-5885.2012.00925.x
Bügel, M. S., Verhoef, P. C., Hoving-Wesselius, T., Wiesel, T., de Haan, E., Bouma, J. T., Teunter, L., & Alleman, T. (2012). Dutch customer performance index 2012: Univé levert beste klantprestaties. Tijdschrift voor Marketing, 2, 25 - 29.
Torres, A., Bijmolt, T. H. A., Tribo, J. A., & Verhoef, P. (2012). Generating global brand equity through corporate social responsibility to key stakeholders. International Journal of Research in Marketing, 29(1), 13-24. https://doi.org/10.1016/j.ijresmar.2011.10.002
Dorotic, M., Bijmolt, T. H. A., & Verhoef, P. C. (2012). Loyalty Programmes: Current Knowledge and Research Directions. International Journal of Management Reviews, 14(3), 217-237. https://doi.org/10.1111/j.1468-2370.2011.00314.x
Verhoef, P. C. (2012). Multichannel customer management strategy. In V. Shankar, & G. S. Carpenter (Eds.), Handbook of Marketing Strategy (pp. 135 - 150). Edward Elgar Publishing.
Verhoef, P. C., & Pennings, J. (2012). The marketing finance interface: An organizational perspective. In S. Ganesan, & S. Bharadwaj (Eds.), Handbook of Marketing and Finance (pp. 225 - 243). Edward Elgar Publishing.
Verhoef, P. C. (2012). The net contribution of V. Kumar: Comments on the work of V. Kumar on marketing research and new methodologies. In J. A. Petersen (Ed.), Legends in marketing: V. Kumar, J. Sheth (ed.) (pp. 313 - 318). (Marketing Research: New Methodology; No. volume 6). SAGE Publications Inc..
Wiesel, T. (Author), Verhoef, P. (Author), & De Haan, E. (Author). (2012). There Is No Single Best Measure of Your Customers. Web publication/site, . http://blogs.hbr.org/cs/2012/07/there_is_no_one_best_measure_o.html
Gensler, S., Verhoef, P. C., & Boehm, M. (2012). Understanding consumers' multichannel choices across the different stages of the buying process. Marketing Letters, 23(4), 987-1003. https://doi.org/10.1007/s11002-012-9199-9
Verhoef, P. C., Hoving-Wesselius, T., Bügel, M. S., & Wiesel, T. (2012). Verbeterde klantprestaties van bank. Economische Statistische Berichten, 97(4628), 85 - 87.
Sloot, L. M., van Everdingen, Y. M., van Nierop, E., & Verhoef, P. C. (2012). Wel of niet op het schap? Hoe retailers beslissingen nemen ten aanzien van de adoptie van nieuwe producten. In Jaarboek MarktonderzoekAssociatie (pp. 139 - 162). MarktOnderzoekAssociatie.

2011

Verhoef, P. C., Leeflang, P. S. H., Reiner, J., Natter, M., Grinstein, A., Baker, B., Gustafson, A., & Saunders, J. (2011). A cross-national investigation into the marketing department's influence within the firm: Towards initial empirical generalizations. Journal of International Marketing, 19(3), 59-86. https://doi.org/10.1509/jimk.19.3.59
Verhoef, P. C., & Leeflang, P. S. H. (2011). Accountability as a main ingredient of getting marketing back in the boardroom. Marketing Review St. Gallen, 28(3), 26 - 31. https://doi.org/10.1007/s11621-011-0033-1
Bügel, M. S., Verhoef, P. C., & Buunk, A. B. (2011). Customer intimacy and commitment to relationships with firms in five different sectors: Preliminary evidence. Journal of Retailing and Consumer Services, 18(4), 247 - 258.
Wiesel, T., Alleman, T., Bouma, J. T., Bügel, M. S., De Haan, E., Hoving-Wesselius, T., Teunter, L., & Verhoef, P. (2011). Customer Performance Impact: Interessante Relaties Tussen DCPI, NPS en Omzet. (Rapport CIC; Vol. 2011-02). CIC.
Verhoef, P. C., & Lemon, K. N. (2011). Customer value management: Optimizing the value of the firms' customer database. (Fast Forward Series). Marketing Science Institute.
Dorotic, M., Fok, D., Verhoef, P. C., & Bijmolt, T. H. A. (2011). Do vendors benefit from promotions in a multi-vendor loyalty program? Marketing Letters, 22(4), 341-356. https://doi.org/10.1007/s11002-010-9128-8
Bügel, M. S., Verhoef, P. C., Hoving-Wesselius, T., Wiesel, T., Bouma, J. T., & Alleman, T. (2011). Dutch customer performance index: IKEA levert beste klantprestatie. Tijdschrift voor Marketing, 2, 44 - 48.
Verhoef, P. C., Bügel, M. S., Hoving-Wesselius, T., & Wiesel, T. (2011). Klantprestaties bij Nederlandsche Banken in 2011. Economische Statistische Berichten, 96(4614/15), 455 - 457.
Bijmolt, T. H. A., Dorotic, M., & Verhoef, P. C. (2011). Loyalty programs: Generalizations on their adoption, effectiveness and design. Foundations and Trends® in Marketing, 5(4), 197-258.
Sloot, L. M., & Verhoef, P. C. (2011). Reducing assortments without losing business: Key lessons for retailers and manufacturers. Marketing Intelligence Review, 3(2), 26 - 33.
Polo, Y., Javier Sese, F., & Verhoef, P. C. (2011). The Effect of Pricing and Advertising on Customer Retention in a Liberalizing Market. Journal of Interactive Marketing, 25(4), 201-214. https://doi.org/10.1016/j.intmar.2011.02.002
van Everdingen, Y. M., Sloot, L. M., van Nierop, E., & Verhoef, P. C. (2011). Towards a Further Understanding of the Antecedents of Retailer New Product Adoption. Journal of Retailing, 87(4), 579-597. https://doi.org/10.1016/j.jretai.2011.09.003
van Doorn, J., & Verhoef, P. C. (2011). Willingness to pay for organic products: Differences between virtue and vice foods. International Journal of Research in Marketing, 28(3), 167-180. https://doi.org/10.1016/j.ijresmar.2011.02.005

2010

Bügel, M. S., Buunk, A. B., & Verhoef, P. C. (2010). A comparison of customer commitment in five sectors using the psychological investment model. Journal of Relationship Marketing, 9(1), 2 - 29.
Verhoef, P. C., Venkatesan, R., McAlister, L., Malthouse, E. C., Krafft, ., & Ganesan, S. (2010). CRM in data-rich multichannel retailing environments: A review and future research directions. Journal of Interactive Marketing, 24(2), 121-137. https://doi.org/10.1016/j.intmar.2010.02.009
Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer Engagement as a New Perspective in Customer Management. Journal of Service Research, 13(3), 247-252. https://doi.org/10.1177/1094670510375461
van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266. https://doi.org/10.1177/1094670510375599
Verhoef, P. C. (2010). Customer value management: Some reflections and future trends. In S. Schöningh (Ed.), Nordrhein-Westfälische Akademie der Wissenschaften und der Künste
Fischer, M., Leeflang, P. S. H., & Verhoef, P. C. (2010). Drivers of peak sales for pharmaceutical brands. Qme-Quantitative marketing and economics, 8(4), 429-460. https://doi.org/10.1007/s11129-010-9089-5
Bouma, J. T., Bügel, M. S., Verhoef, P. C., Alleman, T., Wiesel, T., & Wesselius, T. (2010). Dutch customer performance index: Het nieuwe meten van klantprestaties. Tijdschrift voor Marketing, 4, 58 - 63.
Verhoef, P. C., & Leeflang, P. S. H. (2010). Getting marketing back into the boardroom: The influence of the marketing department in companies today. Marketing Intelligence Review, 2(1), 35 - 41.
Verhoef, P. C., Wesselius, T., Bügel, M. S., & Wiesel, T. (2010). Klantprestaties bij Nederlandse banken. Economische Statistische Berichten, 95(4584), 262 - 265.
Verhoef, P. C. (2010). Marketing in de gemeente, durf, leiderschap en balans. Leadership, 10(3), 38 - 42.
Risselada, H., Verhoef, P. C., & Bijmolt, T. H. A. (2010). Staying Power of Churn Prediction Models. Journal of Interactive Marketing, 24(3), 198-208. https://doi.org/10.1016/j.intmar.2010.04.002

2009

Verhoef, P. C., Leeflang, P. S. H., Natter, M., Baker, W., Grinstein, A., Gustafsson, A., Morrison, P., & Saunders, J. (2009). A cross-national investigation into the marketing department's influence within the firm. (09-004 ed.) Marketing Science Institute.
Verhoef, P. C., & van Doorn, J. (2009). Consument wil maar beperkt betalen voor duurzame voeding. Economisch Statistische Berichten, 94(4570S), 72 - 77.
Leeflang, P. S. H., Bijmolt, T. H. A., van Doorn, J., Hanssens, D. M., van Heerde, H. J., Verhoef, P. C., & Wieringa, J. E. (2009). Creating lift versus building the base: Current trends in marketing dynamics. International Journal of Research in Marketing, 26(1), 13-20. https://doi.org/10.1016/j.ijresmar.2008.06.006
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., Schlesinger, L. A., & Schlessinger, L. L. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies. Journal of Retailing, 85(1), 31-41. https://doi.org/10.1016/j.jretai.2008.11.001
Dorotic, M., Fok, D., Verhoef, P. C., & Bijmolt, T. H. A. (2009). Do vendors benefit from marketing actions in a multi-vendor loyalty program? (SOM Research Reports; Vol. 09001). University of Groningen, SOM research school.
Bügel, M. S., Buunk, A. B., & Verhoef, P. C. (2009). Een vergelijking van de klantenbinding in vijf branches aan de hand van het psychologische investeringsmodel. In A. E. Bronner, P. Dekker, E. de Leeuw, L. J. Paas, K. de Ruyter, A. Smidts, & J. E. Wieringa (Eds.), Jaarboek ontwikkelingen in het marktonderzoek (pp. 131-151)
Wuyts, S., Verhoef, P. C., & Prins, R. (2009). Partner selection in B2B information service markets. International Journal of Research in Marketing, 26(1), 41-51. https://doi.org/10.1016/j.ijresmar.2008.07.008
Argyriou, E., Leeflang, P. S. H., Saunders, J., & Verhoef, P. C. (2009). The future of marketing. Chartered Institute of Marketing.
Prins, R., Verhoef, P. C., & Franses, P. H. (2009). The impact of adoption timing on new service usage and early disadoption. International Journal of Research in Marketing, 26(4), 304-313. https://doi.org/10.1016/j.ijresmar.2009.07.002
Verhoef, P. C., & Leeflang, P. S. H. (2009). Understanding the marketing department's influence within the firm. Journal of Marketing, 73(2), 14-37.

2008

Verhoef, P. C., Koenders, C. P., & Knaack, M. (2008). Campaign trail. Marketing Management, 17(2), 38 - 43.
van Doorn, J., & Verhoef, P. C. (2008). Critical incidents and the impact of satisfaction on customer share. Journal of Marketing, 72(4), 123-142.
Leeflang, P. S. H., Neef, M., Molendijk, A., & Verhoef, P. C. (2008). De rol van marketing in Nederlandse ondernemingen. Holland Management Review, 25(117), 59 - 67.
van Doorn, J., & Verhoef, P. C. (2008). Der nichtlineare zusammenhang zwischen einstellungen under verhalten - Verbraucher mit einem ausgeprägten umweltbewustsein verhalten sich auch umweltbewusst. Jahrbuch der Absatz- und Verbrauchsforschung, 54, 26 - 41.
Verhoef, P. C., & Hoekstra, J. C. (2008). Direct-to-consumer advertising. In Donsbach (Ed.), The international encyclopedia of communication, Volume IV (pp. 1323 - 1325). Blackwell Publishing.
Bügel, M. S., Buunk, A. B., & Verhoef, P. C. (2008). Een vergelijking van de klantenbinding in vijf branches aan de hand van het psychologische investeringsmodel. In A. E. Bronner, P. Dekker, E. de Leeuw, L. J. Paas, K. de Ruyter, A. Smidts, & J. E. Wieringa (Eds.), Ontwikkelingen in het marktonderzoek: Jaarboek MarktOnderzoekAssociatie 2009 (pp. 133 - 151). Spaar & Hout.
Bolton, R., Lemon, K. N., & Verhoef, P. C. (2008). Expanding business-to-business customer relationships: modeling the customer's upgrade decision. Journal of Marketing, 72(1), 46-64.
Konus, U., Trampe, D., & Verhoef, P. C. (2008). Geforceerde kanaalmigratie: Consequenties en managementstrategieën. Customer Insights Center.
Verhoef, P. C., & Leeflang, P. S. H. (2008). Getting marketing back in the boardroom: Understanding the drivers of marketing's influence within the firm. (08-001 ed.) Marketing Science Institute.
Leeflang, P. S. H., & Verhoef, P. C. (2008). Leeflang en Verhoef: Waar staat de marketingafdeling. Tijdschrift voor Marketing, mei, 48 - 50.
Konus, U., Verhoef, P. C., & Neslin, S. A. (2008). Multichannel Shopper Segments and Their Covariates. Journal of Retailing, 84(4), 398-413. https://doi.org/10.1016/j.jretai.2008.09.002
van Nierop, E., Verhoef, P. C., & Franses, P. H. (2008). Studie evaluaties en marktaandelen van Nederlandse universiteiten. Economisch Statistische Berichten, 93(4532), 216 - 218.
Sloot, L. A., & Verhoef, P. C. (2008). The Impact of Brand Delisting on Store Switching and Brand Switching Intentions. Journal of Retailing, 84(3), 281-296. https://doi.org/10.1016/j.jretai.2008.06.005
Verhoef, P. C., Koenders, C. H., & Knaack, M. (2008). Towards successful interactive campaign management. Marketing Management, 17(2), 38 - 43.

2007

Sloot, L. M., Fok, D., & Verhoef, P. C. (2007). Consumentenreacties bij assortimentsreducties. In Jaarboek 2007, Ontwikkelingen in het marktonderzoek (pp. 31 - 52). De Vrieseborch.
Verhoef, P. C., van Doorn, J., & Dorotic, M. (2007). Customer value management: An overview. Marketing - Journal of Research and Management, 3(2), 105 - 120.
Verhoef, P. C., Leeflang, P. S. H., Neef, M., & Molendijk, A. (2007). Invloed van marketing in het Nederlandse bedrijfsleven. Customer Insights Center.
Verhoef, P. C., & Leeflang, P. S. H. (2007). Klantwaardemanagement in multichannel omgeving. (Rapport CIC; Vol. 2007, No. 1). Customer Insights Center.
van Doorn, J., & Verhoef, P. C. (2007). Managing customer relationships in business markets: the role of critical incidents. (07-101 ed.) Marketing Science Institute.
Prins, R., & Verhoef, P. C. (2007). Marketin communication drivers of adoption timing of a new e-service among existing customers. (2007-018.MKT ed.) Erasmus University Rotterdam.
Prins, R., & Verhoef, P. C. (2007). Marketing communication drivers of adoption timing of a new E-service among existing customers. Journal of Marketing, 71(2), 169-183.
Donkers, B., Verhoef, P. C., & de Jong, M. G. (2007). Modeling CLV: A test of competing models in the insurance industry. Qme-Quantitative marketing and economics, 5(2), 163-190. https://doi.org/10.1007/s11129-006-9016-y
Verhoef, P. C., Neslin, S. A., & Vroomen, B. (2007). Multichannel customer management: Understanding the research-shopper phenomenon. International Journal of Research in Marketing, 24(2), 129-148. https://doi.org/10.1016/j.ijresmar.2006.11.002
Franses, P. H., & Verhoef, P. C. (2007). Onderwijskwaliteit aan NL universiteiten. Economisch Statistische Berichten, 92(519), 600 - 602.
de Valck, K., Langerak, F., Verhoef, P. C., & Verlegh, P. W. J. (2007). Satisfaction with virtual communities of interest: Effect on members' visit frequency. British Journal of Management, 18(3), 241-256. https://doi.org/10.1111/j.1467-8551.2006.00499.x
Koenders, C. H., & Verhoef, P. C. (2007). Succesfactoren van campagneorganisaties. Tijdschrift voor Marketing, 41(4), 88 - 93.
Langerak, F., de Valck, K., Verhoef, P. C., & Verlegh, P. W. (2007). The effect of virtual community satisfaction on membership participation. British Journal of Management, 18(3), 241 - 256.
van Doorn, J., Verhoef, P. C., & Bijmolt, T. H. A. (2007). The importance of non-linear relationships between attitude and bahaviour in policy research. Journal of Consumer Policy, 30(2), 75 - 90. https://doi.org/10.1007/s10603-007-9028-3
Stremersch, S., Verniers, I., & Verhoef, P. C. (2007). The quest for citations: Drivers of article impact. Journal of Marketing, 71(3), 171-193.
Verhoef, P. C., Langerak, F., & Donkers, B. (2007). Understanding brand and dealer retention in the new car market: The moderating role of brand tier. Journal of Retailing, 83(1), 97-113. https://doi.org/10.1016/j.jretai.2006.10.007
Wieringa, J. E., & Verhoef, P. C. (2007). Understanding customer switching behavior in a liberalizing Service market: An exploratory study. Journal of Service Research, 10(2), 174-186. https://doi.org/10.1177/1094670507306686

2006

Verhoef, P. C. (2006). Aanjager van resultaatgedreven marketing. s.n.
Sloot, L. M., Fok, D., & Verhoef, P. C. (2006). Assortment unavailability: The impact of assortment reduction on consumer behavior. Executive Outlook, 6(2), 8 - 16.
Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J. S., & Verhoef, P. C. (2006). Challenges and opportunities in multichannel customer management. Journal of Service Research, 9(2), 95-112. https://doi.org/10.1177/1094670506293559
Sloot, L. M., Verhoef, P. C., & Franses, P. H. (2006). Consumer reactions to out-of-stocks. Executive Outlook, 6(1), 38 - 45.
Verhoef, P. C., Scott, A., & Vroomen, B. (2006). Multichannel customer management: Understanding research shopping. (06-126 ed.) Marketing Science Institute.
Verhoef, P. C. (2006). Naar effectieve individuele marketing communicatie. Tijdschrift voor Marketing, 40(5), 66 - 67.
Verhoef, P. C., & Stremerch, S. (2006). Publicatiedrift van Nederlandse marketingwetenschappers. In Jaarboek 2006, Ontwikkelingen in het marktonderzoek (pp. 143-158). MarktOnderzoekAssociatie.
Verhoef, P. C., Wuyts, S., & Prins, R. (2006). Selectie van marktonderzoekbureaus: Van shortlist naar keuze. Clou, oktober, 38 - 39.
Verhoef, P. C. (2006). Strategisch klantwaardemanagement: aanjager van resultaatgedreven marketing. Holland Management Review, 23(110), 19 - 26.
Sloot, L. M., Fok, D., & Verhoef, P. C. (2006). The short- and long-term effect of an assortment reduction on category sales. (06-106 ed.) Marketing Science Institute.
Sloot, L. M., Fok, D., & Verhoef, P. C. (2006). The short- and long-term impact of an assortment reduction on category sales. Journal of Marketing Research, 43(4), 536-548.
Leeflang, P. S. H., Verhoef, P. C., & Bijmolt, T. H. A. (2006). Trends in marketing en wetenschap. Tijdschrift voor Marketing, 40(9), 92 - 94.

2005

Kamakura, W. A., Mela, C. F., Bodapatti, A., Fader, P., Iyengar, R., Naik, P., Neslin, S., Sun, B., Verhoef, P. C., Wedel, M., & Wilcox, R. (2005). Choice models and customer relationship management. Marketing Letters, 16(3-4), 279-291. https://doi.org/10.1007/s11002-005-5892-2
Doffer, A., Verhoef, P. C., & de Wilde, E. (2005). De multi-channelende consument wordt dominant. Tijdschrift voor Marketing, 39(5), 50 - 52.
Verhoef, P. C., Doffer, A., & de Wilde, E. (2005). De verdwenen klant: Uitdagingen voor bedrijven in een multi-channel-landschap. Holland Management Review, 22(104), 38 - 46.
Sloot, L. M., & Verhoef, P. C. (2005). Effecten van assortiments reducties. Tijdschrift voor Marketing, 39(7/8), 40 - 41.
Verhoef, PC. (2005). Explaining purchases of organic meat by Dutch consumers. European Review of Agricultural Economics, 32(2), 245-267. https://doi.org/10.1093/eurrag/jbi008
Stremersch, S., & Verhoef, PC. (2005). Globalization of authorship in the marketing discipline: Does it help or hinder the field? Marketing Science, 24(4), 585-594. https://doi.org/10.1287/mksc.1050.0152
Rust, RT., & Verhoef, PC. (2005). Optimizing the marketing interventions mix in intermediate-term CRM. Marketing Science, 24(3), 477-489. https://doi.org/10.1287/mksc.1040.0107
Verhoef, P. C., & Sloot, L. M. (2005). Out of stock: reactions antecedents, management solutions, and a future perspective. In M. Krafft, & M. Mantrala (Eds.), Retailing in the 21st century (pp. 239 - 254). Springer.
Vroomen, B., Donkers, B., Verhoef, PC., & Franses, PH. (2005). Selecting profitable customers for complex services on the internet. Journal of Service Research, 8(1), 37-47. https://doi.org/10.1177/1094670505276681
Verhoef, P. C., & Donkers, B. (2005). The effect of acquisition channels on customer retention and cross-buying. Journal of Interactive Marketing, 19(2), 31 - 43. https://doi.org/10.1002/dir.20033
Sloot, LM., Verhoef, PC., & Franses, PH. (2005). The impact of brand equity and the hedonic level of products on consumer stock-out reactions. Journal of Retailing, 81(1), 15-34. https://doi.org/10.1016/j.jretai.2005.01.001
Leeflang, P. S. H., Verhoef, P. C., & Bijmolt, T. H. A. (2005). Wetmatigheden in marketing. Tijdschrift voor Marketing, 39(11), 64 - 65.

2003

Verhoef, PC., Spring, PN., Hoekstra, JC., & Leeflang, PSH. (2003). The commercial use of segmentation and predictive modeling techniques for database marketing in the Netherlands. Decision Support Systems, 34(4), 471-481. [PII S0167-9236(02)00069-6].

2002

Verhoef, P. C., Hoekstra, J. C., & Leeflang, P. S. H. (2002). Databasemarketing: Intuïtie of modellen. Bedrijfskunde, 74(2), 66 - 72.
Verhoef, P. C., Spring, P., Hoekstra, J. C., & Leeflang, P. S. H. (2002). The commercial use of segmentation and predictive modeling techniques for database marketing in the Netherlands. Decision Support Systems, 34, 471 - 481.
Verhoef, PC., Franses, PH., & Hoekstra, JC. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? Journal of the Academy of Marketing Science, 30(3), 202-216.
Verhoef, P. C., Franses, P. H. B. F., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter. Journal of the Academy of Marketing Science, 30(3), 213 - 227. https://doi.org/10.1177/00970302030003002

2001

Verhoef, P. C., Franses, P. H. B. F., & Hoekstra, J. C. (2001). De invloed van tevredenheid op cross-buying; koppeling vragenlijst data met de klantendatabase. In J. C. Hoekstra, A. E. Bronner, P. Dekker, W. F. van Raaij, E. de Leeuw, K. de Ruyter, & A. Smidts (Eds.), Ontwikkelingen in het marktonderzoek, Jaarboek 2001 van de MarktOnderzoek Associatie (pp. 59 - 72). De Vrieseborch.
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2001). The impact of satisfaction and payment equity on cross-buying: A dynamic model for a multi-service provider. Journal of Retailing, 77(3), 359-378. https://doi.org/10.1016/s0022-4359(01)00052-5

2000

Verhoef, P. C., Hoekstra, J. C., & van Aalst, M. (2000). The effectiveness of direct response radio commercials, results of a field experiment in the Netherlands. European Journal of Marketing, 1-2, 143 - 155.

1999

Verhoef, P. C., & Hoekstra, J. C. (1999). Status of database marketing in the Dutch fast moving consumer goods industry. Journal of Market-Focused Management, 3/4, 313 - 331.

1998

Verhoef, P. C., Hoekstra, J. C., & Kloet, N. C. (1998). Fast movers ontdekken DBM. Tijdschrift voor Marketing, 12 - 15.
Verhoef, P. C., & Hoekstra, J. C. (1998). Status quo of database marketing in the Dutch fast moving consumer goods industry. (9816 ed.) s.n.

1997

Verhoef, P. C., Sloot, L. M., & Hoekstra, J. C. (1997). De gehaaste consument. Tijdschrift voor Marketing, 53 - 56.
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