- 2021
-
Governance dynamics in inter-organizational networks : a meta-ethnographic study
Kaat De Pourcq
UGent and Katrien Verleye
UGent
(2021)
EUROPEAN MANAGEMENT JOURNAL.
-
From third party to significant other for service encounters : a systematic review on third-party roles and their implications
Liliane Abboud, Nabila As'ad, Nicola Bilstein, Annelies Costers, Bieke Henkens
UGent and Katrien Verleye
UGent
(2021)
JOURNAL OF SERVICE MANAGEMENT.
-
The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems
Bieke Henkens
UGent, Katrien Verleye
UGent and Bart Larivière
UGent
(2021)
INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING.
38(2).
p.425-447
-
Boosting perceived customer orientation as a driver of patient satisfaction
Katrien Verleye
UGent, Arne De Keyser
UGent, Sophie Vandepitte
UGent and Jeroen Trybou
UGent
(2021)
JOURNAL FOR HEALTHCARE QUALITY.
-
Implications of customer participation in outsourcing noncore services to third parties
Kaat De Pourcq
UGent, Katrien Verleye
UGent, Bart Larivière
UGent, Jeroen Trybou
UGent and Paul Gemmel
UGent
(2021)
JOURNAL OF SERVICE MANAGEMENT.
- 2020
-
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
-
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
-
Stepping out of the shadows : supporting actors’ strategies for managing end-user experiences in service ecosystems
Vicky Story, Judy Zolkiewski, Katrien Verleye
UGent, Amin Nazifi, Claire Hannibal, Anthony Grimes and Liliane Abboud
(2020)
JOURNAL OF BUSINESS RESEARCH.
116.
p.401-411
- 2019
-
Designing, writing-up and reviewing case study research : an equifinality perspective
Katrien Verleye
UGent
(2019)
JOURNAL OF SERVICE MANAGEMENT.
30(5).
p.549-576
-
The long and winding road : building legitimacy for complex social innovation in networks
Katrien Verleye
UGent, Helen Perks, Thorsten Gruber and Joris Voets
UGent
(2019)
JOURNAL OF PRODUCT INNOVATION MANAGEMENT.
36(6).
p.695-720