Venkatesh Shankar

Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context

Shun Yin Lam, Venkatesh Shankar, M. Krishna Erramilli et al. · Journal of the Academy of Marketing Science · 2004 · 1.8K citations

Customer Satisfaction, Service Quality, Customer Value +9

Customer satisfaction and loyalty in online and offline environments

Venkatesh Shankar, Amy Smith, Arvind Rangaswamy · International Journal of Research in Marketing · 2003 · 1.5K citations

Customer Satisfaction, Online Customer Behavior, Service Quality +6

Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study

Yakov Bart, Venkatesh Shankar, Fareena Sultan et al. · Journal of Marketing · 2005 · 1.4K citations

Customer Satisfaction, Web Site Categories, Consumer Research +21

Challenges and Opportunities in Multichannel Customer Management

Scott A. Neslin, Dhruv Grewal, Robert Leghorn et al. · Journal of Service Research · 2006 · 1.1K citations

Customer Experience, Customer Satisfaction, Digital Marketing +14

Transforming the Customer Experience through New Technologies

Wayne D. Hoyer, Mirja Kroschke, Bernd H. Schmitt et al. · Journal of Interactive Marketing · 2020 · 901 citations