Farace, Stefania; Villarroel Ordenes, Francisco; Herhausen, Dennis; Grewal, Dhruv; De Ruyter, Ko, EXPRESS: Standing Out While Fitting in: Visual Design of Text Overlays in Social Media Communication, «JOURNAL OF MARKETING», in corso di stampa, Forthcoming, pp. 1 - 47 [Scientific article]
Villarroel Ordenes, Francisco; Packard, Grant; Hartmann, Jochen; Proserpio, Davide, Using Traditional Text Analysis and Large Language Models in Service Failure and Recovery, «JOURNAL OF SERVICE RESEARCH», 2025, Forthcoming, pp. 1 - 7 [Scientific article]
Cascio Rizzo, Luca; Villarroel Ordenes, Francisco Javier; Pozharliev, Rumen; De Angelis, Matteo; Costabile, Michele, How High Arousal Language Shapes Micro versus Macro Influencers’ Impact, «JOURNAL OF MARKETING», 2024, 88, pp. 107 - 128 [Scientific article]Open Access
Herhaussen, Dennis; Grewal, Lauren; Hill Cummings, Krista; Roggeveen, Anne L.; Villarroel Ordenes, Francisco; Grewal, Dhruv, Complaint Deescalation Strategies on Social Media, «JOURNAL OF MARKETING», 2023, 87, pp. 210 - 231 [Scientific article]Open Access
Nazifi, Amin; Roschk, Holger; Villarroel Ordenes, Francisco; Marder, Ben, Bad intentions: Customers’ Negative Reactions to Intentional Failures and Mitigating Conditions, «JOURNAL OF TRAVEL RESEARCH», 2022, 61, pp. 1808 - 1827 [Scientific article]Open Access
Villarroel Ordenes, Francisco; Diaz Solis, David; Herhausen, Dennis, Customer experience measurement: implications for customer loyalty, in: Keeling Debbie;de Ruyter Ko;Cox David, Handbook of Research on Customer Loyalty, London, Edward Elgar Publishing, 2022, pp. 83 - 94 [Chapter or essay]
Grewal, Dhruv; Herhaussen, Dennis; Ludwig, Stephan; Villarroel Ordenes, Francisco, The future of digital communication research: Considering dynamics and multimodality, «JOURNAL OF RETAILING», 2022, 98, pp. 224 - 240 [Scientific article]Open Access
Villarroel Ordenes, Francisco; Rosaria, Silipo, Machine learning for marketing on the KNIME Hub: The development of a live repository for marketing applications, «JOURNAL OF BUSINESS RESEARCH», 2021, 137, pp. 393 - 410 [Scientific article]Open Access
Holmlund, M.; Van Vaerenbergh ,Y.; Ciuchita, R.; Ravald, A.; Sarantopoulos, P.; VILLARROEL ORDENES, FRANCISCO JAVIER; Zaki, M., Customer experience management in the age of big data analytics: A strategic framework, «JOURNAL OF BUSINESS RESEARCH», 2020, 116, pp. 356 - 365 [Scientific article]Open Access
Farace S.; Roggeveen A.; Villarroel Ordenes F.; De Ruyter K.; Wetzels M.; Grewal D., Patterns in Motion: How Visual Patterns in Ads Affect Product Evaluations, «JOURNAL OF ADVERTISING», 2020, 49, pp. 3 - 17 [Scientific article]Open Access
VILLARROEL ORDENES, FRANCISCO JAVIER; GREWAL, DHRUV; LUDWIG, STEPHAN; DE RUYTER, KO; MAHR, DOMINIK; WETZELS, MARTIN, Cutting through Content Clutter: How speech and image acts drive consumer sharing of social media brand messages, «THE JOURNAL OF CONSUMER RESEARCH», 2019, 45, pp. 988 - 1012 [Scientific article]
Villarroel Ordenes F.; Zhang S., From words to pixels: text and image mining methods for service research, «JOURNAL OF SERVICE MANAGEMENT», 2019, 30, pp. 593 - 620 [Scientific article]
KUNZ, WERNER; AKSOY, LERZAN; BART, YAKOV; HEINONEN, KRISTINA; KABADAYI, SERTAN; VILLARROEL ORDENES, FRANCISCO JAVIER.; SIGALA, MARIANA; DIAZ, DAVID; THEODOULIDIS, BABIS, Customer engagement in a Big Data world, «THE JOURNAL OF SERVICES MARKETING», 2017, 31, pp. 161 - 171 [Scientific article]
VILLARROEL ORDENES, FRANCISCO JAVIER; LUDWIG, STEPHAN; DE RUYTER, KO; GREWAL, DHRUV; WETZELS, MARTIN, Unveiling What Is Written in the Stars: Analyzing Explicit, Implicit, and Discourse Patterns of Sentiment in Social Media, «THE JOURNAL OF CONSUMER RESEARCH», 2017, 43, pp. 875 - 894 [Scientific article]
VILLARROEL ORDENES, FRANCISCO JAVIER; Theodoulidis, Babis; Burton, Jamie; Gruber, Thorsten; Zaki, Mohamed., Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach, «JOURNAL OF SERVICE RESEARCH», 2014, 17, pp. 278 - 295 [Scientific article]
