Author

Ilaria Dalla Pozza

Observed names: Dalla Pozza, Ilaria, Ilaria Della Pozza

Observed institutions: Lyon 1 Université, Georgia State University, IPAG Business School, Ecole Supérieure de Commerce de Rouen, Université de Rouen Normandie, Politecnico di Milano

ORCID: 0000-0001-6504-810X

Observed ORCID: 0000-0001-6504-810X

OpenAlex ID: A5101547064

Customer engagement in service

2017 · V. Kumar, Bharath Rajan, et al. · Journal of the Academy of Marketing Science · 610

Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research

2013 · V. Kumar, Ilaria Dalla Pozza, et al. · Journal of Retailing · 568

Integration of AI in CRM: Challenges and guidelines

2023 · Cristina Ledro, Anna Nosella, et al. · Journal of Open Innovation Technology Market and Complexity · 172

Implementation effects in the relationship between CRM and its performance

2018 · Ilaria Dalla Pozza, Oliver Goetz, et al. · Journal of Business Research · 129

Artificial intelligence in customer relationship management: A systematic framework for a successful integration

2025 · Cristina Ledro, Anna Nosella, et al. · Journal of Business Research · 67

Reversing the Logic: The Path to Profitability through Relationship Marketing

2009 · V. Kumar, Ilaria Dalla Pozza, et al. · Journal of Interactive Marketing · 64

Multichannel management gets “social”

2014 · Ilaria Dalla Pozza · European Journal of Marketing · 61

Generation Y multichannel behaviour for complex services: the need for human contact embodied through a distance relationship

2017 · Ilaria Dalla Pozza, Sandrine Heitz-Spahn, et al. · Journal of Strategic Marketing · 27

Multichannel segmentation in the after-sales stage in the insurance industry

2018 · Ilaria Dalla Pozza, Ana Brochado, et al. · International Journal of Bank Marketing · 18

An integrated strategy for launching a new product in the biotech industry

2003 · Giovanni Azzone, Ilaria Dalla Pozza · Management Decision · 17

The role of proximity in omnichannel customer experience: a service logic perspective

2022 · Ilaria Dalla Pozza · Journal of service management · 16

Customer experiences as drivers of customer satisfaction

2015 · Ilaria Dalla Pozza · Gestion 2000 · 16

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Managing Multichannel Strategies In The Service Sector: The Example Of The French Insurance Industry

2014 · Ilaria Dalla Pozza, Lionel Texier · Journal of Applied Business Research (JABR) · 14

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Customer Experiences as Drivers of Customer Satisfaction

2017 · Ilaria Dalla Pozza · Developments in marketing science: proceedings of the Academy of Marketing Science · 13

Unlocking the power of artificial intelligence in customer relationship management: a comprehensive analysis of critical success factors

2026 · Cristina Ledro, Anna Nosella, et al. · Journal of Retailing and Consumer Services · 9

Creating customer value through omnichannel service delivery: a study of the French insurance market

2023 · Ilaria Dalla Pozza · Journal of Financial Services Marketing · 9

Vers un nouveau concept de proximité dans la relation conseiller-client : le cas de la banque et de l’assurance

2017 · Ilaria Dalla Pozza, Lionel Texier · Gestion 2000 · 9

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AI-Driven Phygitalization: Enhancing Customer and Employee Experience for Improved Well-Being in Financial Services

2026 · Claire Roederer, Tony Valentini, et al. · Journal of Macromarketing · 3

Omnichannel services

2024 · Ilaria Dalla Pozza · Edward Elgar Publishing eBooks · 3

Tweeting for Service

2015 · Ilaria Dalla Pozza, Natalie T. Wood, et al. · Advances in marketing, customer relationship management, and e-services book series · 2

La multicanalité et son impact sur le territoire: L’exemple de l'assurance en France

2014 · Ilaria Dalla Pozza, Lionel Texier · RePEc: Research Papers in Economics · 2

The antecedents of customer lifetime duration and discounted expected transactions: Discrete-time based transaction data analysis

2014 · Chao Wang, Ilaria Dalla Pozza · RePEc: Research Papers in Economics · 2

Creating Customer Value through Multichannel Service Delivery: A Study of the French Insurance Market: An Abstract

2019 · Ilaria Dalla Pozza, Lionel Texier, et al. · Developments in marketing science: proceedings of the Academy of Marketing Science · 1

The AI-Leadership Nexus: Lessons from 10 Service Sector Pioneers

2026 · Cristina Ledro, Ilaria Dalla Pozza · Padua Research Archive (University of Padova)

The Transformational Impact of Artificial Intelligence in Customer Relationship Management

2025 · Cristina Ledro, Ilaria Dalla Pozza, et al. · SSRN Electronic Journal

Works count: 36

Citation count: 1,837

H-index: 13

I10-index: 14