Ghent University Academic Bibliography

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Pushing forward the transition to a circular economy by adopting an actor engagement lens

Katrien Verleye (UGent) , Arne De Keyser, Néomie Raassens, Alex A. Alblas, Fernando Lit (UGent) and Josephina C. C. M. Huijben

(2024) JOURNAL OF SERVICE RESEARCH. 27(1). p.69-88
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The service robot customer experience (SR-CX) : a matter of AI intelligences and customer service goals

Bart Larivière (UGent) , Katrien Verleye (UGent) , Arne De Keyser, Klaas Koerten and Alexander L. Schmidt

(2024) JOURNAL OF SERVICE RESEARCH.
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Customer perceptions of firm innovativeness and market performance : a nation-level, longitudinal, cross-industry examination

Timothy Keiningham, Lerzan Aksoy, Alexander Buoye, An Yan, Forrest V. Morgeson III, Gina Woodall and Bart Larivière (UGent)

(2024) JOURNAL OF SERVICE RESEARCH. 27(4). p.475-489
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Pathways to service system smartness for firms

Bieke Henkens (UGent) , Katrien Verleye (UGent) , Bart Larivière (UGent) and Helen Perks

(2023) JOURNAL OF SERVICE RESEARCH. 26(4). p.521-541
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Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature

Arne De Keyser (UGent) , Katrien Verleye (UGent) , Katherine Lemon, Timothy Keiningham and Philipp Klaus

(2020) JOURNAL OF SERVICE RESEARCH. 23(4). p.433-455
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Three decades of customer value research : paradigmatic roots and future research avenues

Valarie A. Zeithaml, Katrien Verleye (UGent) , Isabella Hatak, Monika Koller and Alexander Zauner

(2020) JOURNAL OF SERVICE RESEARCH. 23(4). p.409-432
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Channels in the mirror: an alignable model for assessing customer satisfaction in concurrent channel systems

Maik Hammerschmidt, Tomas Falk and Bert Weijters (UGent)

(2016) JOURNAL OF SERVICE RESEARCH. 19(1). p.88-101
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Managing engagement behaviors in a network of customers and stakeholders: evidence from the nursing home sector

Katrien Verleye (UGent) , Paul Gemmel (UGent) and Deva Rangarajan (UGent)

(2014) JOURNAL OF SERVICE RESEARCH. 17(1). p.68-84
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A meta-analysis of relationships linking service failure attributions to customer outcomes

Yves Van Vaerenbergh (UGent) , Chiara Orsingher, Iris Vermeir (UGent) and Bart Larivière (UGent)

(2014) JOURNAL OF SERVICE RESEARCH. 17(4). p.381-398
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions

Yves Van Vaerenbergh (UGent) , Bart Larivière (UGent) and Iris Vermeir (UGent)

(2012) JOURNAL OF SERVICE RESEARCH. 15(3). p.262-279

Academic Bibliography

Pushing forward the transition to a circular economy by adopting an actor engagement lens

The service robot customer experience (SR-CX) : a matter of AI intelligences and customer service goals

Customer perceptions of firm innovativeness and market performance : a nation-level, longitudinal, cross-industry examination

Pathways to service system smartness for firms

Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature

Three decades of customer value research : paradigmatic roots and future research avenues

Channels in the mirror: an alignable model for assessing customer satisfaction in concurrent channel systems

Managing engagement behaviors in a network of customers and stakeholders: evidence from the nursing home sector

A meta-analysis of relationships linking service failure attributions to customer outcomes

The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions

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