Most relevant publications in recent years
2026
Customer experience and chatbots disruption: current landscape and research needs.
The Service Industries Journal, 46(1-2), 92-125. https://doi.org/10.1080/02642069.2025.2575165
(JCR 2024: 7.4, 36/420, D1 Management)
2025
It’s the moment of truth: a longitudinal study of touchpoint influence on business-to-business relationships
Cambra-Fierro, J.; Patricio, L.; Polo-Redondo, Y; Trifu, A. (2025)
Journal of Research in Interactive Marketing, Vol 19 (4), 503-526. (JCR 2024: 11.6, 7/316, D1 Business)
The role of customer experience dimensions in expanding customer–firm relationships: A customer expansion journey approach
Journal of Retailing, 101(3), 493-517.
https://doi.org/10.1016/j.jretai.2025.05.004
How destination image projected on social media influencers online sales of tourism services: exploring the moderating role of tourists’ experience
Hernández-Ortega, B., Herrero, A., San Martin, H., Franco, J. (2025)
Current Issues in Tourism, in press. (JCR 2024: 4.6, 24/139, D1 Hospitality, Leisure, Sport & Tourism)
An Experiential Perspective on Uncertainty in Peer-To-Peer Platform Services
Pérez López, Raúl; Yrjöla, Mika; Becker, Larissa; Panina, Ekaterina; Saarijärvi, Hannu (2025)
Journal of Service Management, 36(6), 29-52 (JCR 2024: 7.9, 30/420, D1 Management)
2024
Gamification in workforce training: Improving employees’ self-efficacy and information security and data protection behaviours
Journal of Business Research, 179, 114685. (JCR 2024: 9.8, 14/316, D1 Business)
Encouraging altruistic user-generated content in gamified review platforms
Internet Research (ahead-of-print). (JCR 2024: 6.8, 39/316, Q1 Business)
The effect of anthropomorphism of virtual voice assistants on perceived safety as an antecedent to voice shopping
Computers in Human Behavior, 153, 108124. (JCR 2024: 8.9, 3/102, D1 Psychology, Experimental)
Smart innovations for sustainable cities: Insights from a public‐private innovation ecosystem
Corporate Social Responsibility and Environmental Management, 31(3), 1654-1666. (JCR 2024: 9.1, 15/316, D1 Business)
Ask ChatGPT first! Transforming learning experiences in the age of artificial intelligence
Studies in Higher Education, 49(12), 2772-2796. (JCR 2024: 3.2, 79/756, Q1 Education & Educational Research)
Getting the recipe right: How content combinations drive social media engagement behaviors
Journal of Interactive Marketing, in press. (JCR 2024: 7.8, 26/316, D1 Business)
Can the humanisation of smart home speakers improve user's attitude towards covert information collection?
Journal of Research in Interactive Marketing, 18(4), 648-665. (JCR 2024: 11.6, 7/316, D1 Business)
2023
The design of B2B customer references: A signaling theory perspective
Journal of the Academy of Marketing Science, 51 (3), 658-674. (JCR 2023: 9.5, 14/304, D1 Business)
The impact of gamified loyalty programmes on customer engagement behaviours. A hotel industry application
Journal of Hospitality and Tourism Technology, 14, 925–940. (JCR 2023: 5.3, 19/140, Q1 Hospitality, Leisure, Sport & Tourism)
Intention versus behaviour: Integration of theories to help curb food waste among young Spanish consumers
British Food Journal, 125(2), 250–286. (JCR 2023: 3.4, 8/39, Q1 Agricultural Economics & Policy)
Informative initiatives as a useful tool to raise awareness of food waste. An application to higher education
International Journal of Sustainability in Higher Education, 24(4), 840-858. (JCR 2023: 3.0, 83/760, Q1 Education & Educational Research)
Winning your customers’ minds and hearts: disentangling the effects of lock-in and affective customer experience on retention
Journal of the Academy of Marketing Science, 51(2), 334-371. (JCR 2023: 9.5, 14/304, D1 Business)
How can autonomy improve consumer experience when interacting with smart products?
Journal of Research in Interactive Marketing, 17(1), 19-37. (JCR 2023: 9.6, 13/304, Q1 Business)
Periodic Versus Aggregate Donations: Leveraging Donation Frequencies to Cultivate the Regular Donor Portfolio
Journal of Service Research, 26 (2), 283-299. (JCR 2023: 9.8, 12/304, D1 Business)
Antecedents and consequences of conspicuous green behavior on social media: Incorporating the virtual self-identity into the theory of planned behavior
Journal of Business Research, 157. (JCR 2023: 10.5, 9/304, D1 Business)
2022
Theories, constructs, and methodologies to study COVID-19 in the service industries
The Service Industries Journal, Vol. 42(7-8), pp. 551-582. (JCR 2022: 9.4, 29/227, Q1 Management)
Brand-generated social media content and its differential impact on loyalty program members
Journal of the Academy of Marketing Science, 50(5), 1071-1090. (JCR 2022: 18.2, 2/154, D1 Business)
Emotional contagion triggered by online consumer reviews
Journal of Retailing and Consumer Services, 67, 102973. (JCR 2022: 10.4, 19/154, Q1 Business)
Influencer endorsement posts and their effects on advertising attitudes and purchase intentions
International Journal of Consumer Studies, 46(6), 2288–2299. (JCR 2022: 9.9, 24/154, Q1 Business)
The role of the humanisation of smart home speakers in the personalisation–privacy paradox
Electronic Commerce Research and Applications, 53, 101-146. (JCR 2022: 6.0, 54/154, Q1 Business)
The Impact of Mobile App Adoption on Cross-buying: The Moderating Roles of Product Category Characteristics and Adoption Timing
Journal of Retailing, Vol. 98 (2), 241-259. (JCR 2022: 10.02, 22/154, Q1 Business)
Why do you want a relationship, anyway? Consent to receive marketing communications and donors’ willingness to engage with nonprofits
Journal of Business Research, 148, 356-367. (JCR 2022: 11.3, 14/154, D1 Business Management)
Quantifying the effect of status in a multi-tier loyalty program
Industrial Marketing Management, Vol. 104, 376-383. (JCR 2022: 10.3, 21/154, Q1 Business)
2021
Enhancing user engagement: The role of gamification in mobile apps
Journal of Business Research, 132, 170–185. (JCR 2021: 10.96, 17/154, Q1 Business)
Gamification in tourism and hospitality review platforms: How to R.A.M.P. up users’ motivation to create content
International Journal of Hospitality Management, 99, 103064. (JCR 2021: 10.43, 5/58, Q1 Hospitality, Leisure, Sport & Tourism)
Understanding how customers engage with social tourism websites
Journal of Hospitality and Tourism Technology, 12(1), 141–154. (JCR 2021: 5.58, 20/58, Q2 Hospitality, Leisure, Sport & Tourism)
Effects of internal brand knowledge dissemination on the employee
International Journal of Bank Marketing, 39(7), 1273–1291. (JCR 2021: 5.08, 76/154, Q2 Business)
The Power of Social Influence and Customer–Firm Interactions in Predicting Non-transactional Behaviors, Immediate Customer Profitability, and Long-term Customer Value
Journal of Business Research, Vol. 125, pp. 103-119. (JCR 2021: 10.96, 17/154, Q1 Business)
How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention
Journal of Retailing and Consumer Services, Vol. 61, 102-578. (JCR 2021: 10.97, 16/154, Q1 Business)
Short-term and long-term effects of touchpoints on customer percections
Journal of Retailing and Consumer Services, Vol. 61, 102-520. (JCR 2021: 10.97, 16/154, Q1 Business)
Effects of home voice assistants’ autonomy on instrusiveness and usefulness: direct, indirect, and moderating effects of interactivity
Journal of Interactive Marketing, 56(1), 41-54. (JCR 2021: 11.32, 10/154, Q1 Business)
Standardized vs. customized firm-initiated interactions: Their effect on customer gratitude and performance in a B2B context
Journal of Business Research, Vol. 133, pp. 341-353. (JCR 2021: 10.96, 17/154, Q1 Business)
2020
Understanding applicants’ reactions to gamified recruitment
Journal of Business Research, 110, 41–50 (JCR 2020: 7.55, 28/153, Q1 Business)
Channel Habits and the Development of Successful Customer-Firm Relationships in Services
Journal of Service Research (JCR 2020: 10.67, 8/153, D1 Business)
Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence
Journal of Service Research (JCR 2020: 10.67, 8/153, D1 Business)
When the performance comes into play: The influence of positive online consumer reviews on individuals' post-consumption responses
Journal of Business Research, 113, 422-435. (JCR 2020: 7.55, 28/153, Q1 Business)
What, how and when? Exploring the influence of firm-generated content on popularity in a tourism destination context
Journal of Destination Marketing & Management 18, 100504 (JCR 2020: 6.95, 46/226, Q1 Management.)
Potential funders’ motivations in reward-based crowdfunding. The influence of project attachment and business viability
Computers in Human Behavior. 106, 106240 (JCR 2020: 6.89, 4/91, D1 Psychology, Multidisciplinary)
How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store
Journal of Retailing and Consumer Services, 52, 101905 (JCR 2020: 7.15, 32/153, Q1 Business)
Social Consciousness and perceived risk as drivers of crowdfunding as a socially responsible investment in tourism
Journal of Travel Research, 60(1), 16-30 (JCR 2020: 10.9, 2/58, D1 Hospitality, Leisure, Sport & Tourism)
Consuming good’ on social media: What can conspicuous virtue signalling on Facebook tell us about prosocial and unethical intentions?
Journal of Business Ethics, 162, 577–592 (JCR 2020: 6.43, 3/56, D1 Ethics)
2019
Wang, Y., Herrando, C. (2019)
International Journal of Information Management, Vol. 44, 164-177
Cambra, J., Melero, I., López, M.E. y Vázquez, R. (2019)
Sustainability, Vol. 10 (11), 4080.
Internet Research, https://doi.org/10.1108/IntR-03-2017-0135
2018
Journal of Service Theory and Practice , Vol. 28(3), 336-355
Fraj, E., Lucia, L. y Pérez, R. (2018)
Computers & Education ,Vol. 119, 31-43.
Fuentelsaz, L., Maicas, J. P. y Montero, J. (2018)
International Small Business Journal: Researching Entrepreneurship , 1-26
Lucia, L., Pérez, R. y Polo, Y. (2018)
Journal of Business Research, Vol. 90, 141-150
Hernández, B. (2018)
Information & Management, Vol. 55(1), 31-50
2017
Buil, I.; Catalán, S. y Martínez, E. (2017)
British Journal of Educational Technology, DOI: 10.1111/bjet.12561
Cambra, J., Melero, I., Sese, F. J. y van Doorn, J. (2017)
Journal of Service Research, Vol. 21(2), 201-218
Gómez, J., Orcos, R. y Palomas, S. (2017)
Strategic Organization, Vol. 15(3), 367-389
López, M.E., Melero, I. y Sesé, F.J. (2017)
Business Strategy and the Environment, Vol. 26(7), 985-999
López, M.E., Melero, I. y Sesé, F.J. (2017)
Corporate Social Responsibility and Environmental Management, Vol. 24(5), 435-448
Petersen, J. A., Kumar, V., Polo, Y. y Sesé, F. J. (2017)
Journal of the Academy of Marketing Science, 1-24
Viswanathan, V., Sese, F. J. y Krafft, M. (2017)
International Journal of Research in Marketing ,Vol. 34(4), 901-918
2016
Buil, I.; Catalán, S. y Martínez, E. (2016)
Computers & Education, Vol. 103, 170-182
Buil, I., Martínez, E. y Matute, J. (2016)
Tourism Management, Vol. 57, 256-271
Cambra J., Kamakura, W. A., Melero, I., y Sesé, F. J. (2016)
International Journal of Research in Marketing , Vol. 33(1), 208-212
Fuentelsaz, L., Gómez, J., Palomas, S. (2016)
Research Policy , Vol. 45(5), 951-963
Gomez, J. , Lanzolla, G. y Maicas, J. P. (2016)
Long Range Planning , Vol. 49(2), 265-281
Gómez, J., Orcos, R. y Palomas, S. (2016)
Long Range Planning , Vol. 49(1), 145-163
Lucia, L., Bordonaba, V., Polo, Y. y Grünhagen, M. (2016)
Information & Management , Vol. 53 (5), 654-667
Orús, C., Barlés, M. J., Belanche, D., Fraj, E. y Gurrea, R. (2016)
Computers & Education , Vol. 95, 254-269
2015
Cambra, J.; Melero, I. y Sese, F. J. (2015)
Journal of Retailing Vol. 91 (1), 109-124
Dall´Olmo, F., Pina, J.M. y Bravo, R. (2015)
Journal of Marketing Management, Vol. 31 (7/8), 881-913
Fraj, E., Matute, J. y Melero, I. (2015)
Tourism Management, Vol.46, 30-42
Fuentelsaz, L., Garrido, E. y Maicas, J.P. (2015)
Strategic Management Journal, Vol. 36(12), 1778-1801
Fuentelsaz, L.; Garrido, E. y Maícas, J.P. (2015)
Journal of Management, Vol. 41(3), 864-892
Lucia, L., Pérez, R. y Polo, Y. (2015)
Service Business, Vol. 10(2), 447-467
2014
Blasco, L., Hernández, B. y Jiménez, J. (2014)
Internet Research,Vol. 24(3), 393-412
Bordonaba, V., Grünhagen, M., Lucia, L. y Polo, Y. (2014)
Journal of Business Research, Vol.67, 1178-1188
Hernández, B. , Serrano, C., Gómez, F. (2014)
Information & Management , Vol. 51 (6), 747-761
2013
Buil, I., de Chernatony, L. y Martínez, E. (2013)
Journal of Business Research, Vol. 66(1), 115-122
Buil, I., de Chernatony, L. y Montanter, T. (2013)
European Journal of Marketing, Vol.47 (3/4), 574-595
Dall´Olmo, F.; Pina, J.M. y Bravo, R. (2013)
Journal of Business Research, Vol. 66(2), 196-206
Pérez-Luño, A. y Cambra, J. (2013)
Technovation, Vol. 33, 180-192
Polo, Y. y Sesé, J. (2013)
Journal of Service Research, Vol. 16(2), 138-154
Wallace, E., Buil, I. y de Chernatony, L. (2013)
Journal of Marketing Management, Vol.29 (9-10), 1007-1029
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