Ghent University 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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"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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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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Employee pride : a multidimensional and dynamic phenomenon

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

(2017)
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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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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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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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Relative measures in service research

L Aksoy, J Hogreve, Bart Larivière (UGent) , A Ordanini and C Orsingher

(2015) JOURNAL OF SERVICES MARKETING. 29(6-7). p.448-452
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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
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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.

Academic Bibliography

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

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

Unraveling service delivery networks of customers with complex service needs

Employee pride : a multidimensional and dynamic phenomenon

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

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

Relative measures in service research

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

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

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