| Understanding customer experience throughout the customer journey KN Lemon, PC Verhoef Journal of marketing 80 (6), 69-96, 2016 | 7819 | 2016 |
| Customer engagement behavior: Theoretical foundations and research directions J Van Doorn, KN Lemon, V Mittal, S Nass, D Pick, P Pirner, PC Verhoef Journal of service research 13 (3), 253-266, 2010 | 5583 | 2010 |
| Customer experience creation: Determinants, dynamics and management strategies PC Verhoef, KN Lemon, A Parasuraman, A Roggeveen, M Tsiros, ... Journal of retailing 85 (1), 31-41, 2009 | 5275 | 2009 |
| Return on marketing: Using customer equity to focus marketing strategy RT Rust, KN Lemon, VA Zeithaml Journal of marketing 68 (1), 109-127, 2004 | 3394 | 2004 |
| Driving customer equity: How customer lifetime value is reshaping corporate strategy VA Zeithaml, KN Lemon, RT Rust Simon and Schuster, 2001 | 2449 | 2001 |
| A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction RN Bolton, KN Lemon Journal of marketing research 36 (2), 171-186, 1999 | 2266 | 1999 |
| The theoretical underpinnings of customer asset management: A framework and propositions for future research RN Bolton, KN Lemon, PC Verhoef Journal of the academy of marketing science 32 (3), 271-292, 2004 | 1278 | 2004 |
| Dynamic customer relationship management: Incorporating future considerations into the service retention decision KN Lemon, TB White, RS Winer Journal of marketing 66 (1), 1-14, 2002 | 875 | 2002 |
| The customer pyramid: creating and serving profitable customers VA Zeithaml, RT Rust, KN Lemon California management review 43 (4), 118-142, 2001 | 870 | 2001 |
| What drives customer equity? KN Lemon, RT Rust, VA Zeithaml Marketing management 10 (1), 20-25, 2001 | 862 | 2001 |
| E-service and the consumer RT Rust, KN Lemon International journal of electronic commerce 5 (3), 85-101, 2001 | 737 | 2001 |
| Relating brandand customer perspectives on marketing management T Ambler, CB Bhattacharya, J Edell, KL Keller, KN Lemon, V Mittal Journal of service research 5 (1), 13-25, 2002 | 682 | 2002 |
| A framework for understanding and managing the customer experience A De Keyser, KN Lemon, P Klaus, TL Keiningham Marketing Science Institute working paper series 85 (1), 15-121, 2015 | 539 | 2015 |
| Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature A De Keyser, K Verleye, KN Lemon, TL Keiningham, P Klaus Journal of Service Research 23 (4), 433-455, 2020 | 493 | 2020 |
| Customer equity management: Charting new directions for the future of marketing JE Hogan, KN Lemon, RT Rust Journal of service Research 5 (1), 4-12, 2002 | 486 | 2002 |
| What is the true value of a lost customer? JE Hogan, KN Lemon, B Libai Journal of Service Research 5 (3), 196-208, 2003 | 450 | 2003 |
| Quantifying the ripple: Word-of-mouth and advertising effectiveness JE Hogan, KN Lemon, B Libai Journal of Advertising Research 44 (3), 271-280, 2004 | 448 | 2004 |
| Gaining customer experience insights that matter JR McColl-Kennedy, M Zaki, KN Lemon, F Urmetzer, A Neely Journal of service research 22 (1), 8-26, 2019 | 425 | 2019 |
| Customer-centered brand management RT Rust, VA Zeithaml, KN Lemon Harvard business review 82 (9), 110-120, 2004 | 407 | 2004 |
| Why customers won't relate: Obstacles to relationship marketing engagement C Ashley, SM Noble, N Donthu, KN Lemon Journal of business research 64 (7), 749-756, 2011 | 387 | 2011 |
