Developing A Service Improvement System for the National Dutch Railways

References

• Ailawadi KL, Lehmann DR, Neslin SA (2003) Revenue premium as an outcome measure of brand equity. J. Marketing 67(4):1–7.Crossref, Google Scholar
• Ambler T, Roberts JH (2008) Assessing marketing performance: Don’t settle for a silver metric. J. Marketing Management 24(7–8):733–750.Crossref, Google Scholar
• Anderson EW, Fornell C, Mazvancheryl SK (2004) Customer satisfaction and shareholder value. J. Marketing 68(4):172–185.Crossref, Google Scholar
• Bhattacharya A, Rego L, Morgan N (2016) Customer satisfaction in monopolies: Does it matter? Working paper, Indiana University, Bloomington, IN.Google Scholar
• Bolton RN, Lemon KN, Verhoef PC (2008) Expanding business-to-business customer relationships: Modeling the customer’s upgrade decision. J. Marketing 72(1):46–64.Crossref, Google Scholar
• Bügel M, Verhoef PC, Hoving-Wesselius T, Wiesel T, Bouma JT, Alleman T (2011) Dutch customer performance index: IKEA levert beste klantprestatie. Accessed June 27, 2017, https://www.rankingthebrands.com/PDF/Top%2020%20Dutch%20Customer%20Performance%20Index%202011.pdf.Google Scholar
• De Haan E, Verhoef PC, Wiesel T (2015) The predictive ability of different customer feedback metrics for retention. Internat. J. Res. Marketing 32(2):195–206.Crossref, Google Scholar
• Feld S, Frenzen H, Krafft M, Peters K, Verhoef PC (2013) The effects of mailing design characteristics on direct mail campaign performance. Internat. J. Res. Marketing 30(2):143–159.Crossref, Google Scholar
• Fombrun C, van Riel C (1997) The reputational landscape. Accessed June 27, 2017, https://flcwilderbeek.files.wordpress.com/2011/02/1_1_reputation_landscape.pdf.Google Scholar
• Franses PH, Paap R (2001) Quantitative Models in Marketing Research (Cambridge University Press, Cambridge, UK).Crossref, Google Scholar
• Gijsenberg MJ, Van Heerde HJ, Verhoef PC (2015) Losses loom longer than gains: Modeling the impact of service crises on customer satisfaction over time. J. Marketing Res. 52(5):642–656.Crossref, Google Scholar
• Hamilton RW, Rust RT, Wedel M, Dev CS (2017) Return on service amenities. J. Marketing Res. 54(1):96–110.Crossref, Google Scholar
• Keiningham TL, Cooil B, Andreassen TW, Aksoy L (2007) A longitudinal examination of net promoter and firm revenue growth. J. Marketing 71(3):39–51.Crossref, Google Scholar
• Kroon L, Huisman D, Abbink E, Fioole P-J, Fischetti M, Maróti G, Schrijver A, Steenbeek A, Ybema R (2009) The new Dutch timetable: The OR revolution. Interfaces 39(1):6–17.Link, Google Scholar
• Lemon KN, Verhoef PC (2016) Understanding customer experience and the customer journey. J. Marketing 80(6):69–96.Crossref, Google Scholar
• Lhoest-Snoeck S, Nierop van E, Verhoef PC (2015) Customer value modelling in the energy market and a practical application for marketing decision making. Internat. J. Electr. Customer Relationship Management 9(1):1–32.Crossref, Google Scholar
• Moffit R (1993) Identification and estimation of dynamic models with a time series of repeated cross-sections. J. Econometrics 59(1–2):99–123.Crossref, Google Scholar
• Podsakoff PM, MacKenzie SB, Lee JY, Podsakoff NP (2003) Common method biases in behavioral research: A critical review of the literature and recommended remedies. J. Appl. Psych. 88(5):879–903.Crossref, Google Scholar
• Reichheld FF (2003) The one number you need to grow. Harvard Bus. Rev. 81(12):46–55.Google Scholar
• Roberts JR (2017) Marketing science in practice: Examples of impact from insights from the ISMS/MSI Gary Lilien Marketing Science Practice Prize. Working paper, University of New South Wales, Sydney, Australia.Google Scholar
• Schutijser J (2011) Onderzoek: trein en bus presteren slecht. Accessed August 19, 2016, http://nos.nl/artikel/215838-onderzoek-trein-en-bus-presteren-slecht.html.Google Scholar
• Shah D, Rust RT, Parasuraman A, Staelin R, Day GS (2006) The path to customer centricity. J. Service Res. 9(2):113–124.Crossref, Google Scholar
• Smith AK, Bolton RN (1998) An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril? J. Service Res. 1(1):65–81.Crossref, Google Scholar
• Verbeek M (2008) Pseudo panels and repeated cross-sections. Econometrics Panel Data 46(2):369–383.Crossref, Google Scholar
• Verhoef PC, Donkers B (2001) Predicting customer potential value an application in the insurance industry. Decision Support Systems 32(2):189–199.Crossref, Google Scholar
• Verhoef PC, Kooge E, Walk N (2016) Creating Value with Big Data Analytics (Routledge, London).Crossref, Google Scholar