Lily Gao

Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence

Lily Gao, Iguácel Melero‐Polo, F. Javier Sesé · Journal of Service Research · 2019 · 83 citations · Full text

Business, Marketing, Marketing Management +14

What drives consumers’ active participation in the online channel? Customer equity, experience quality, and relationship proneness

Jesús Cambra‐Fierro, Lily Gao, Iguácel Melero‐Polo et al. · Electronic Commerce Research and Applications · 2019 · 49 citations

Business, Marketing, Marketing Management +17

How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention

Jesús Cambra‐Fierro, Lily Gao, Iguácel Melero‐Polo et al. · Journal of Retailing and Consumer Services · 2021 · 41 citations

Business, Marketing, Marketing Management +13

Winning your customers’ minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention

Lily Gao, Evert de Haan, Iguácel Melero‐Polo et al. · Journal of the Academy of Marketing Science · 2022 · 41 citations · Full text

Business, Marketing, Strategy +17

Ask ChatGPT first! Transforming learning experiences in the age of artificial intelligence

Lily Gao, María Eugenia López-Pérez, Iguácel Melero‐Polo et al. · Studies in Higher Education · 2024 · 35 citations

Computing, Computer Science, Educational Technology +14