Francisco Villarroel Ordenes
Francisco Villarroel Ordenes
Assistant Professor of Marketing, LUISS Guido Carli University
Verified email at luiss.it
Title
Cited by
Cited by
Year
Analyzing customer experience feedback using text mining: A linguistics-based approach
FV Ordenes, B Theodoulidis, J Burton, T Gruber, M Zaki
Journal of Service Research 17 (3), 278-295, 2014
1732014
Customer engagement in a big data world
W Kunz, L Aksoy, Y Bart, K Heinonen, S Kabadayi, FV Ordenes, M Sigala, ...
Journal of Services Marketing, 2017
1452017
Unveiling what is written in the stars: Analyzing explicit, implicit, and discourse patterns of sentiment in social media
F Villarroel Ordenes, S Ludwig, K De Ruyter, D Grewal, M Wetzels
Journal of Consumer Research 43 (6), 875-894, 2017
1432017
Cutting through content clutter: How speech and image acts drive consumer sharing of social media brand messages
F Villarroel Ordenes, D Grewal, S Ludwig, KD Ruyter, D Mahr, M Wetzels
Journal of Consumer Research 45 (5), 988-1012, 2019
902019
Customer experience management in the age of big data analytics: A strategic framework
M Holmlund, Y Van Vaerenbergh, R Ciuchita, A Ravald, P Sarantopoulos, ...
Journal of Business Research 116, 356-365, 2020
342020
From words to pixels: text and image mining methods for service research
FV Ordenes, S Zhang
Journal of Service Management, 2019
112019
Patterns in motion: How visual patterns in ads affect product evaluations
S Farace, A Roggeveen, F Villarroel Ordenes, K De Ruyter, M Wetzels, ...
Journal of Advertising 49 (1), 3-17, 2020
102020
Mindful consumption: Three consumer segment views
GR Milne, FV Ordenes, B Kaplan
Australasian Marketing Journal (AMJ) 28 (1), 3-10, 2020
82020
The future of digital communication research: Considering dynamics and multimodality
D Grewal, D Herhausen, S Ludwig, FV Ordenes
Journal of Retailing, 2021
12021
The Role of In-Store and Online Retailing Factors
A Roggeveen, D Grewal, MLP Toldos, EM González, A Valdez, A Franco, ...
Creating Marketing Magic and Innovative Future Marketing Trends, 553-557, 2017
12017
Brand Narratives in Social Media: Implications for Consumer Sharing
S Farace, FJ Villarroel Ordenes, D Grewal, K De Ruyter
Winter AMA Academic Conference-Consumers and Firms in a Global World, 30-31, 2020
2020
A Strategic Framework for Understanding and Managing Customer Experience Feedback
R Ciuchita, M Holmlund, A Ravald, P Sarantopoulos, Y Van Vaerenbergh, ...
QUIS16 International Research Symposium on Service Excellence in Management …, 2019
2019
Language Dynamics in Employee–Customer Text-Based Interactions
FJ Villarroel Ordenes, D Grewal, L Grewal, P Sarantopoulus
Winter AMA Academic Conference-Understanding Complexity Transforming the …, 2019
2019
Do You E-Care? Analyzing the Impact of Conversational Agreement in Online Customer Service
FJ Villarroel Ordenes, D Grewal
Association of Consumer Research (ACR) 2017 45, 47-51, 2017
2017
Language in action, analyzing online consumer-brand communication through the lens of speech act theory
FJ Villarroel Ordenes
2017
Do You E-Care? Analyzing the Impact of Conversational Agreement in Online Customer Service
F Ordenes, D Grewal
ACR North American Advances, 2017
2017
The Image+ Text Formula in Brand Social Media Posts that Really Works
S Farace, FV Ordenes
Service Modeling of Compliments and Complaints and Its Implications for Value Co
FV Ordenes, M Zaki, B Theodoulidis, J Burton
The published version of this article has received the following recognition:• Marketing Science Institute recommended ‘must read paper’of 2014
FV Ordenes, B Theodoulidis, J Burton, T Gruber
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