- 2023
-
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
- 2021
-
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.
32(4).
p.533-559
-
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