prof. dr. Bart Larivière
- ORCID iD
- 0000-0003-3219-4447
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The transformative potential of AI-enabled personalization across cultures
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Smart wearables as friends or foes? Engaging employees along smart journeys
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Marketing : the fundamentals
(2023) -
The transformative potential of AI-enabled personalization
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Smart wearables as friends or foes? Engaging boundary spanning employees along smart journeys
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Embarking on a smart journey : engaging frontline employees as boundary spanners in smart service systems
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RATZ 2.0 : slimme brillen in de thuiszorg
(2023) -
- Journal Article
- A1
- open access
Pathways to service system smartness for firms
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- Journal Article
- A1
- open access
Piloting personalization research through data-rich environments : a literature review and future research agenda
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The transformative potential of personalization in a data rich world
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- Conference Paper
- C3
- open access
Bridging the material, social, and psychological world along the smart wearable journey in high-touch services
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RATZ 2.0 : slimme brillen in de thuiszorg
(2022) -
RATZ 2.0 : slimme brillen in de thuiszorg
(2022) -
- Journal Article
- A1
- open access
Role of social and app-related factors in behavioral engagement with mHealth for improved well-being among chronically ill patients : scenario-based survey study
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- Conference Paper
- C3
- open access
The transformative potential of personalization in a data rich world
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The transformative potential of personalization in a data-rich world
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The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems
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Four roads to smartness : a story of configurations, value propositions, and customer logics
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Welcome to 'RATZ 2.0' : slimme brillen met een knipoog naar optimale gebruikerservaringen
(2021) -
- Conference Paper
- C1
- open access
How and why businesses invest in smartness : a battle or not?
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- Journal Article
- A1
- open access
The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems
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- Journal Article
- A1
- open access
Implications of customer participation in outsourcing non-core services to third parties
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- Journal Article
- A1
- open access
What information do shoppers share? The effect of personnel-, retailer-, and country-trust on willingness to share information
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A neurophysiological exploration of the dynamic nature of emotions during the customer experience
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- Conference Paper
- C1
- open access
Modularizing services based upon an actor-oriented logic
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Moving forward and making an impact in service research : from research priorities to research methodologies
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Engaging customers along the smart service journey: A network perspective
(2019) -
Engaging customers with smart services : a network perspective
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Unraveling heterogeneity in customer experiences with service robot constellations
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How to engage employees at organizational frontlines? A response surface analysis of the fit/misfit-engagement model
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A Multi-Method Exploration of Emotions During Service Delivery through Self-Service Technology or by an Employee
(2018) -
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
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Unraveling service delivery networks of customers with complex service needs
(2017) -
Employee pride : a multidimensional and dynamic phenomenon
(2017) -
Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context
(2016) -
Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context
(2016) -
Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage: a cross-industry analysis at the customer and firm levels
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Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
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Relative measures in service research
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Events that affect both customers and employees in the nursing home sector
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Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties, and happiness
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A longitudinal examination of customer commitment and loyalty
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The cumulative effect of satisfaction with discrete transactions on share of wallet
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Service quality and loyalty behavior in professional business services: an operations based perspective to effective service management
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It's not your score that matters : the importance of relative metrics
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Personal and work-specific regulatory foci as antecedents for organizational commitment
(2014) -
Make Me Proud I Work Here: Towards a Conceptual Framework of Employee Pride for Service Firms
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A meta-analysis of relationships linking service failure attributions to customer outcomes
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Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
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Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?
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How technical and functional service quality drive consumer happiness Moderating influences of channel usage
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If you are satisfied tell your friends, if not tell us: the impact of soliciting feedback on customers’ behavioral intentions
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Consumer well-being dimensions and life satisfaction: investigating the moderating effects of regulatory focus, maximizers/satisficers, and customer demographics
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Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
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Servicescape remodeling and customer reactions: the influence of the transition period and the congruence between customer and remodeling characteristics
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Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
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Optimizing the offline marketing expenditures for different segments of online consumers
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Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
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A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries
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Value fusion: the blending of consumer and firm value in the distinct context of mobile technologies and social media
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- Journal Article
- A1
- open access
Service recovery's impact on customers next-in-line
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Technical and functional service quality as drivers of consumer happiness: the moderating influence of channel usage
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The satisfaction, repurchase intentions and shareholder value linkage: a longitudinal examination of fixed and firm-specific effects
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Implementation of a service strategy: distributors service climate determines customer experiences, satisfaction and loyalty
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Does Loyalty Span Domains? Examining the Relationship between Consumer Loyalty and Other Loyalties and Its Influence on Happiness
(2012) -
The impact of supply chain partners' service climate on customer outcomes
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Does loyalty span domains? Examining the relationship between consumer loyalty and other loyalties and its influence on happiness
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The satisfaction, repurchase intentions and shareholder value linkage: a longitudinal examination of fixed and firm-specific effects
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
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Measuring critical performance indicators and customer loyalty: the how matters more than the what!
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Organizational climate versus attachment and coping style: are both necessary to understand
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The cumulative effect of transaction-specific satisfaction on share of wallet : a longitudinal investigation
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Culture and competitiveness: a cross-national investigation of the satisfaction, commitment, loyalty linkage for mobile telecommunications services across eight countries
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Does loyalty span domains? Examining the relationship between consumer loyalty and other loyalties and its influence on happiness
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Does satisfaction matter more if a multichannel customer is also a multicompany customer?
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Why do process recovery communications work? Investigating the mediating role of stability attributions and perceived relationship investment
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The impact of informing complaining and noncomplaining customers of process recoveries on customer satisfaction and attitudinal loyalty
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The different impact of customer recovery and process recovery communication on controllability and stability attributions
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An experimental investigation of customer reactions to process recovery communications
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Because customers want to, need to, or ought to?: a longitudinal analysis of the impact of commitment on share-of-wallet
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Investeringen in service en klanttevredenheid moeten kwantificeerbaar en rendabel zijn! Trends en tips om over na te denken en te doen
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Enhancing non-complainers' relationship quality by communicating process recoveries
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An experimental investigation of customer reactions to process recovery communications
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The relationship between customer satisfaction and share of wallet: multichannel customer differences
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Investeren in service en klanttevredenheid moeten kwantificeerbaar en rendabel zijn!
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Linking perceptual and behavioral customer metrics to multiperiod customer profitability - A comprehensive service-profit chain application
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Linking perceptual and behavioral customer metrics to multiperiod customer profitability: A comprehensive Service-Profit Chain application in the financial services industry
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Klantwaarde, klanttevredenheid en klantbehoud: 'Marketingmanagement bij AXA'
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Introductory case study: marketingmanagement bij AXA
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Banking behaviour after the lifecycle event of "moving in together": An exploratory study of the role of marketing investments
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Customer intelligence using the SAS system
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Churn prediction at AXA Belgium: pitfalls and methodological concerns
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Investigating the lifecycle event of moving in together: implications for retail banking
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Towards understanding, predicting and preventing customer churn in the financial services industry
(2005) -
Stimuleert jongerenmarketing later retentiegedrag? Bevindingen uit de Belgische financiële sector
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Investigating the impact of complaint handling on subsequent behavior by using survival analysis techniques
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Predicting customer retention and profitability by using random forests and regression forests techniques
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- Journal Article
- A1
- open access
Investigating the post-complaint period by means of survival analysis
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The impact of product features and intermediaries on customer retention
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In search of actual retention behavior: the value of satisfied customers and an excellent service quality