• 2021
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    Governance dynamics in inter-organizational networks : a meta-ethnographic study Kaat De Pourcq UGent and Katrien Verleye UGent (2021) EUROPEAN MANAGEMENT JOURNAL.
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    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.
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    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
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    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.
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    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
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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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    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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    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
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    Designing, writing-up and reviewing case study research : an equifinality perspective Katrien Verleye UGent (2019) JOURNAL OF SERVICE MANAGEMENT. 30(5). p.549-576
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    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