Academic Bibliography

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A Multi-Method Exploration of Emotions During Service Delivery through Self-Service Technology or by an Employee

Nanouk Verhulst, Hendrik Slabbinck (UGent) , Iris Vermeir (UGent) and Bart Larivière (UGent)

(2018)
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Unraveling service delivery networks of customers with complex service needs

Katrien Verleye (UGent) , Bart Larivière (UGent) and Aurelia De Swaef (UGent)

(2017)
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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

Bart Larivière (UGent) , David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wuenderlich and Arne De Keyser (UGent)

(2017) JOURNAL OF BUSINESS RESEARCH. 79. p.238-246
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Employee pride : a multidimensional and dynamic phenomenon

Griet Van Der Vurst (UGent) , Katrien Verleye (UGent) and Bart Larivière (UGent)

(2017)
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Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context

Griet Van Der Vurst (UGent) and Bart Larivière (UGent)

(2016)
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Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage: a cross-industry analysis at the customer and firm levels

Bart Larivière (UGent) , TL Keiningham, L Aksoy, A Yalcin, FV Morgeson and S Mithas

(2016) JOURNAL OF MARKETING RESEARCH. 53(1). p.91-109
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- conference
- C3
Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context

Griet Van Der Vurst (UGent) and Bart Larivière (UGent)

(2016)
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Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties, and happiness

Aksoy Lerzan, Timothy L Keiningham, Alexander Buoye, Bart Larivière (UGent) , Luke Williams and Ian Wilson

(2015) JOURNAL OF BUSINESS RESEARCH. 68(12). p.2464-2476
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- conference
- C3
Events that affect both customers and employees in the nursing home sector

Griet Van Der Vurst (UGent) , Bart Larivière (UGent) and David Bowen

(2015) Frontiers in Service Conference, Abstracts.
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Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet

TL Keiningham, B Cooil, EC Malthouse, A Buoye, L Aksoy, A De Keyser and Bart Larivière (UGent)

(2015) JOURNAL OF SERVICE MANAGEMENT. 26(1). p.2-43

Academic Bibliography

A Multi-Method Exploration of Emotions During Service Delivery through Self-Service Technology or by an Employee

Unraveling service delivery networks of customers with complex service needs

"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

Employee pride : a multidimensional and dynamic phenomenon

Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context

Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage: a cross-industry analysis at the customer and firm levels

Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context

Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties, and happiness

Events that affect both customers and employees in the nursing home sector

Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet

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