| Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences J Van Doorn, M Mende, SM Noble, J Hulland, AL Ostrom, D Grewal, ... Journal of service research 20 (1), 43-58, 2017 | 1386 | 2017 |
| How valuable is word of mouth? V Kumar, JA Petersen, RP Leone Harvard business review 85 (10), 139, 2007 | 516 | 2007 |
| Are product returns a necessary evil? Antecedents and consequences JA Petersen, V Kumar Journal of marketing 73 (3), 35-51, 2009 | 470 | 2009 |
| Driving profitability by encouraging customer referrals: Who, when, and how V Kumar, JA Petersen, RP Leone Journal of Marketing 74 (5), 1-17, 2010 | 427 | 2010 |
| Choosing the right metrics to maximize profitability and shareholder value JA Petersen, L McAlister, DJ Reibstein, RS Winer, V Kumar, G Atkinson Journal of Retailing 85 (1), 95-111, 2009 | 292 | 2009 |
| Forward-looking focus: can firms have adaptive foresight? VA Zeithaml, RN Bolton, J Deighton, TL Keiningham, KN Lemon, ... Journal of Service Research 9 (2), 168-183, 2006 | 264 | 2006 |
| Using a customer-level marketing strategy to enhance firm performance: a review of theoretical and empirical evidence V Kumar, JA Petersen Journal of the Academy of Marketing Science 33 (4), 504-519, 2005 | 253 | 2005 |
| Perceived risk, product returns, and optimal resource allocation: Evidence from a field experiment JA Petersen, V Kumar Journal of Marketing Research 52 (2), 268-285, 2015 | 220 | 2015 |
| Marketing communication strategies and consumer financial decision making: The role of national culture JA Petersen, T Kushwaha, V Kumar Journal of marketing 79 (1), 44-63, 2015 | 217 | 2015 |
| Handbook of business-to-business marketing G Lilien, JA Petersen, S Wuyts | 172 | 2022 |
| Can Product Returns Make You Money? JA PETERSEN, V Kumar Sloan Management Review 51 (3), 85-89, 2010 | 155 | 2010 |
| Defining, Measuring and Managing Business Reference Value V Kumar, JA Petersen, RP Leone Journal of Marketing 77 (1), 68-86, 2013 | 138 | 2013 |
| Developing donor relationships: The role of the breadth of giving F Khodakarami, JA Petersen, R Venkatesan Journal of Marketing 79 (4), 77-93, 2015 | 126 | 2015 |
| Keyword selection strategies in search engine optimization: how relevant is relevance? M Nagpal, JA Petersen Journal of retailing 97 (4), 746-763, 2021 | 112 | 2021 |
| Reversing the logic: The path to profitability through relationship marketing V Kumar, ID Pozza, JA Petersen, D Shah Journal of Interactive Marketing 23 (2), 147-156, 2009 | 97 | 2009 |
| Statistical Methods in Customer Relationship Management V Kumar, JA Petersen John Wiley & Sons, 2012 | 89 | 2012 |
| Business-to-business marketing: Looking back, looking forward R Grewal, GL Lilien, JA Petersen, S Wuyts Handbook of business-to-business marketing, 2-11, 2022 | 78 | 2022 |
| Unlocking the power of marketing: understanding the links between customer mindset metrics, behavior, and profitability JA Petersen, V Kumar, Y Polo, FJ Sese Journal of the Academy of Marketing Science 46, 813-836, 2018 | 71 | 2018 |
| Managing product returns within the customer value framework A Minnema, THA Bijmolt, JA Petersen, JD Shulman Customer engagement marketing, 95-118, 2018 | 63 | 2018 |
| Measuring and managing customer engagement value through the customer journey R Venkatesan, JA Petersen, L Guissoni Customer engagement marketing, 53-74, 2018 | 55 | 2018 |
