Paul W. Fombelle

Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

Clay M. Voorhees, Paul W. Fombelle, Yany Grégoire et al. · Journal of Business Research · 2017 · 453 citations · Full text

Shopping under the influence of curiosity: How retailers use mystery to drive purchase motivation

Krista M. Hill, Paul W. Fombelle, Nancy J. Sirianni · Journal of Business Research · 2015 · 173 citations

Online Customer Behavior, Behavioral Sciences, Behavioral Decision Making +11

Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks

Clay M. Voorhees, Paul W. Fombelle, Sterling A. Bone · Journal of Service Research · 2020 · 102 citations · Full text

Customer Satisfaction, Way Services, Organizational Behavior +20

Customer deviance: A framework, prevention strategies, and opportunities for future research

Paul W. Fombelle, Clay M. Voorhees, Mason R. Jenkins et al. · Journal of Business Research · 2019 · 85 citations · Full text

Customer Experience, Customer Satisfaction, Interactive Marketing +12

Leveraging customers’ multiple identities: identity synergy as a driver of organizational identification

Paul W. Fombelle, Cheryl Burke Jarvis, James Ward et al. · Journal of the Academy of Marketing Science · 2011 · 74 citations

Social Identity, Organizational Identification, Organizational Identity +15