Francisco Villarroel Ordenes
Francisco Villarroel Ordenes
Assistant Professor of Marketing, LUISS Guido Carli University
Verified email at
Cited by
Cited by
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
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
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
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
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
From words to pixels: text and image mining methods for service research
FV Ordenes, S Zhang
Journal of Service Management, 2019
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
Mindful consumption: Three consumer segment views
GR Milne, FV Ordenes, B Kaplan
Australasian Marketing Journal (AMJ) 28 (1), 3-10, 2020
The future of digital communication research: Considering dynamics and multimodality
D Grewal, D Herhausen, S Ludwig, FV Ordenes
Journal of Retailing, 2021
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
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
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
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
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
Language in action, analyzing online consumer-brand communication through the lens of speech act theory
FJ Villarroel Ordenes
Do You E-Care? Analyzing the Impact of Conversational Agreement in Online Customer Service
F Ordenes, D Grewal
ACR North American Advances, 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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