Manage settings
MENU
About this site
In het Nederlands
Home
Researchers
Projects
Organisations
Publications
Infrastructure
Contact
Research Explorer
Your browser does not support JavaScript or JavaScript is not enabled. Without JavaScript some functions of this webapplication may be disabled or cause error messages. To enable JavaScript, please consult the manual of your browser or contact your system administrator.
Researcher
Bart Larivière
Profile
Projects
Publications
Activities
Awards & Distinctions
111
Results
2025
Customer experiences and coping behaviors during crisis situations: The role of service adaptation and service transformation
Bart Larivière
Lisa Schetgen
Matthias Bogaert
Dirk Van den Poel
U
Journal Article
in
Journal of Business Research
2025
2024
From promises to practice : unraveling the psychological impact of generative AI on organizational dynamics
Khalid Mehmood
Katrien Verleye
Arne De Kesyser
Bart Larivière
C3
Conference
2024
From promises to practice : unraveling users’ mental models about the implications of large language models (LLMs) for users
Khalid Mehmood
Katrien Verleye
Arne De Kesyser
Bart Larivière
C3
Conference
2024
The transformative potential of AI-enabled personalization across cultures
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
A1
Journal Article
in
JOURNAL OF SERVICES MARKETING
2024
2023
Embarking on a smart journey : engaging frontline employees as boundary spanners in smart service systems
Bieke Henkens
Katrien Verleye
Bart Larivière
Martin Mende
C3
Conference
2023
Marketing : the fundamentals
Sara Leroi-Werelds
Katrien Verleye
Arne De Keyser
Maggie Geuens
Klaas Verbeken
Bart Larivière
Book
2023
Pathways to service system smartness for firms
Bieke Henkens
Katrien Verleye
Bart Larivière
Helen Perks
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2023
Piloting personalization research through data-rich environments : a literature review and future research agenda
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2023
RATZ 2.0 : slimme brillen in de thuiszorg
Bieke Henkens
Katrien Verleye
Bart Larivière
Lecture / Speech
2023
Smart wearables as friends or foes? Engaging employees along smart journeys
Bieke Henkens
Katrien Verleye
Bart Larivière
Helen Perks
C3
Conference
2023
Smart wearables as friends or foes? Engaging boundary spanning employees along smart journeys
Bieke Henkens
Katrien Verleye
Bart Larivière
Martin Mende
C3
Conference
2023
The transformative potential of AI-enabled personalization
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
C3
Conference
2023
2022
Bridging the material, social, and psychological world along the smart wearable journey in high-touch services
Bieke Henkens
Katrien Verleye
Bart Larivière
Martin Mende
C3
Conference
2022
RATZ 2.0 : slimme brillen in de thuiszorg
Bieke Henkens
Katrien Verleye
Bart Larivière
Report
2022
RATZ 2.0 : slimme brillen in de thuiszorg
Bieke Henkens
Katrien Verleye
Bart Larivière
Lecture / Speech
2022
Ready to unlock the smartness potential? Engaging customers, employees and organizations with smart products in service systems
Bieke Henkens
Katrien Verleye
Bart Larivière
Dissertation
2022
Role of social and app-related factors in behavioral engagement with mHealth for improved well-being among chronically ill patients : scenario-based survey study
Freek Van Baelen
Melissa De Regge
Bart Larivière
Katrien Verleye
Sam Schelfout
Kristof Eeckloo
A1
Journal Article
in
JMIR MHEALTH AND UHEALTH
2022
The transformative potential of personalization in a data rich world
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
C3
Conference
2022
The transformative potential of personalization in a data rich world
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
C3
Conference
2022
The transformative potential of personalization in a data-rich world
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
C3
Conference
2022
2021
Four roads to smartness : a story of configurations, value propositions, and customer logics
Bieke Henkens
Katrien Verleye
Bart Larivière
Helen Perks
C3
Conference
2021
How and why businesses invest in smartness : a battle or not?
Bieke Henkens
Katrien Verleye
Bart Larivière
Helen Perks
C1
Conference
2021
Implications of customer participation in outsourcing non-core services to third parties
Kaat De Pourcq
Katrien Verleye
Bart Larivière
Jeroen Trybou
Paul Gemmel
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2021
The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems
Bieke Henkens
Katrien Verleye
Bart Larivière
C3
Conference
2021
The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems
Bieke Henkens
Katrien Verleye
Bart Larivière
A1
Journal Article
in
INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING
2021
Welcome to 'RATZ 2.0' : slimme brillen met een knipoog naar optimale gebruikerservaringen
Bieke Henkens
Bart Larivière
Lecture / Speech
2021
2020
A neurophysiological exploration of the dynamic nature of emotions during the customer experience
Nanouk Verhulst
Iris Vermeir
Hendrik Slabbinck
Bart Larivière
Maurizio Mauri
Vincenzo Russo
A1
Journal Article
in
JOURNAL OF RETAILING AND CONSUMER SERVICES
2020
Modularizing services based upon an actor-oriented logic
Kaat De Pourcq
Katrien Verleye
Bart Larivière
Jeroen Trybou
Paul Gemmel
C1
Conference
2020
What information do shoppers share? The effect of personnel-, retailer-, and country-trust on willingness to share information
Monica Grosso
Sandro Castaldo
Hua (Ariel) Li
Bart Larivière
A1
Journal Article
in
JOURNAL OF RETAILING
2020
2019
Engaging customers with smart services : a network perspective
Bieke Henkens
Katrien Verleye
Bart Larivière
C3
Conference
2019
How to engage employees at organizational frontlines? A response surface analysis of the fit/misfit-engagement model
Bart Larivière
Katrien Verleye
C3
Conference
2019
Moving forward and making an impact in service research : from research priorities to research methodologies
Bart Larivière
Jay Kandampully
Editorial material
2019
Unraveling heterogeneity in customer experiences with service robot constellations
Bart Larivière
Katrien Verleye
Margherita Pagani
Massimo Airoldi
C3
Conference
2019
2018
A Multi-Method Exploration of Emotions During Service Delivery through Self-Service Technology or by an Employee
Nanouk Verhulst
Hendrik Slabbinck
Iris Vermeir
Bart Larivière
C3
Conference
2018
A multi-method exploration of affective processes throughout the customer journey
Nanouk Verhulst
Iris Vermeir
Hendrik Slabbinck
Bart Larivière
Dissertation
2018
2017
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Bart Larivière
David Bowen
Tor W. Andreassen
Werner Kunz
Nancy J. Sirianni
Chris Voss
Nancy V. Wuenderlich
Arne De Keyser
A1
Journal Article
in
JOURNAL OF BUSINESS RESEARCH
2017
Employee pride : a multidimensional and dynamic phenomenon
Griet Van Der Vurst
Katrien Verleye
Bart Larivière
C3
Conference
2017
Towards a better understanding of employees in their work context : a service perspective
Griet Van Der Vurst
Bart Larivière
David Bowen
Dissertation
2017
Unraveling service delivery networks of customers with complex service needs
Katrien Verleye
Bart Larivière
Aurelia De Swaef
C3
Conference
2017
2016
Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage: a cross-industry analysis at the customer and firm levels
Bart Larivière
TL Keiningham
L Aksoy
A Yalcin
FV Morgeson
S Mithas
A1
Journal Article
in
JOURNAL OF MARKETING RESEARCH
2016
Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context
Griet Van Der Vurst
Bart Larivière
C3
Conference
2016
Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context
Griet Van Der Vurst
Bart Larivière
C3
Conference
2016
2015
Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties, and happiness
Aksoy Lerzan
Timothy L Keiningham
Alexander Buoye
Bart Larivière
Luke Williams
Ian Wilson
A1
Journal Article
in
JOURNAL OF BUSINESS RESEARCH
2015
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
Bart Larivière
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2015
Relative measures in service research
L Aksoy
J Hogreve
Bart Larivière
A Ordanini
C Orsingher
A1
Journal Article
in
JOURNAL OF SERVICES MARKETING
2015
Understanding and managing the customer experience
Arne De Keyser
Bart Larivière
Dissertation
2015
2014
A longitudinal examination of customer commitment and loyalty
Bart Larivière
TL Keiningham
B Cooil
L Aksoy
EC Malthouse
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2014
A meta-analysis of relationships linking service failure attributions to customer outcomes
Yves Van Vaerenbergh
Chiara Orsingher
Iris Vermeir
Bart Larivière
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2014
Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?
Yves Van Vaerenbergh
Arne De Keyser
Bart Larivière
A1
Journal Article
in
MANAGING SERVICE QUALITY
2014
Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
Arne De Keyser
Bart Larivière
Yves Van Vaerenbergh
C3
Conference
2014
How technical and functional service quality drive consumer happiness Moderating influences of channel usage
Arne De Keyser
Bart Larivière
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2014
It's not your score that matters : the importance of relative metrics
Bart Larivière
Arne De Keyser
Timothy Keiningham
Lerzan Aksoy
Alexander Buoye
Luke Williams
Bookchapter
in
Handbook of service marketing research
2014
Personal and work-specific regulatory foci as antecedents for organizational commitment
Griet Van Der Vurst
Bart Larivière
C3
Conference
2014
Service quality and loyalty behavior in professional business services: an operations based perspective to effective service management
Xavier Walthoff-Borm
Bart Larivière
Yves Van Vaerenbergh
C3
Conference
2014
The cumulative effect of satisfaction with discrete transactions on share of wallet
TL Keiningham
L Aksoy
EC Malthouse
Bart Larivière
A Buoye
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2014
2013
A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries
Lerzan Aksoy
Alexander Buoye
Pelin Aksoy
Bart Larivière
TL Keiningham
A1
Journal Article
in
JOURNAL OF INTERACTIVE MARKETING
2013
Consumer well-being dimensions and life satisfaction: investigating the moderating effects of regulatory focus, maximizers/satisficers, and customer demographics
Bart Larivière
C3
Conference
2013
If you are satisfied tell your friends, if not tell us: the impact of soliciting feedback on customers’ behavioral intentions
Xavier Walthoff-Borm
Bart Larivière
C3
Conference
2013
Optimizing the offline marketing expenditures for different segments of online consumers
Arne De Keyser
Bart Larivière
Jochen Becker
J Medjedovic
C3
Conference
2013
Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
L Aksoy
A Buoye
B Cooil
Arne De Keyser
TL Keiningham
Bart Larivière
EC Malthouse
C3
Conference
2013
Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
L Aksoy
A Buoye
B Cooil
Arne De Keyser
TL Keiningham
Bart Larivière
EC Malthouse
C3
Conference
2013
Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
EC Malthouse
L Aksoy
A Buoye
B Cooil
Arne De Keyser
TL Keiningham
Bart Larivière
C3
Conference
2013
Service recovery's impact on customers next-in-line
Yves Van Vaerenbergh
Iris Vermeir
Bart Larivière
A1
Journal Article
in
MANAGING SERVICE QUALITY
2013
Servicescape remodeling and customer reactions: the influence of the transition period and the congruence between customer and remodeling characteristics
Freek Van Baelen
Bart Larivière
Griet Van Der Vurst
C3
Conference
2013
Technical and functional service quality as drivers of consumer happiness: the moderating influence of channel usage
Arne De Keyser
Bart Larivière
C3
Conference
2013
Value fusion: the blending of consumer and firm value in the distinct context of mobile technologies and social media
Bart Larivière
Herm Joosten
Edward C Malthouse
Marcel van Birgelen
Pelin Aksoy
Werner H Kunz
Ming-Hui Huang
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2013
2012
Customer reactions to service failure and recovery encounters
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
Patrick Van Kenhove
Dissertation
2012
Does Loyalty Span Domains? Examining the Relationship between Consumer Loyalty and Other Loyalties and Its Influence on Happiness
Bart Larivière
L Aksoy
TL Keiningham
A Buoye
L Williams
I Wilson
C1
Conference
2012
Does loyalty span domains? Examining the relationship between consumer loyalty and other loyalties and its influence on happiness
Bart Larivière
L Aksoy
TL Keiningham
A Buoye
L Williams
I Wilson
C3
Conference
2012
Implementation of a service strategy: distributors service climate determines customer experiences, satisfaction and loyalty
S Vandousselaere
Bart Larivière
P Matthyssen
C3
Conference
2012
Measuring critical performance indicators and customer loyalty: the how matters more than the what!
Arne De Keyser
Bart Larivière
C3
Conference
2012
The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2012
The impact of supply chain partners' service climate on customer outcomes
S Vandousselaere
Bart Larivière
P Matthyssens
C3
Conference
2012
The satisfaction, repurchase intentions and shareholder value linkage: a longitudinal examination of fixed and firm-specific effects
A Yalçin
L Aksoy
TL Keiningham
Bart Larivière
M Morgeson
S Mithas
C1
Conference
2012
The satisfaction, repurchase intentions and shareholder value linkage: a longitudinal examination of fixed and firm-specific effects
L Aksoy
T Keiningham
Bart Larivière
M Morgeson
S Mithas
A Yalçin
C1
Conference
2012
2011
Culture and competitiveness: a cross-national investigation of the satisfaction, commitment, loyalty linkage for mobile telecommunications services across eight countries
L Aksoy
A Buoye
P Aksoy
Bart Larivière
C3
Conference
2011
Does loyalty span domains? Examining the relationship between consumer loyalty and other loyalties and its influence on happiness
L Aksoy
TL Keiningham
A Buoye
Bart Larivière
L Williams
I Wilson
C3
Conference
2011
Does satisfaction matter more if a multichannel customer is also a multicompany customer?
Bart Larivière
Lerzan Aksoy
Bruce Cooil
Timothy L Keiningham
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2011
Organizational climate versus attachment and coping style: are both necessary to understand
L Aksoy
TL Keiningham
Bart Larivière
L Williams
L Wilson
C3
Conference
2011
The cumulative effect of transaction-specific satisfaction on share of wallet : a longitudinal investigation
Timothy L. Keiningham
Lerzan Aksoy
Edward C. Malthouse
Alexander Buoye
Bart Larivière
C1
Conference
2011
2010
The different impact of customer recovery and process recovery communication on controllability and stability attributions
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
C3
Conference
2010
The impact of informing complaining and noncomplaining customers of process recoveries on customer satisfaction and attitudinal loyalty
Yves Van Vaerenbergh
Iris Vermeir
Bart Larivière
C3
Conference
2010
Why do process recovery communications work? Investigating the mediating role of stability attributions and perceived relationship investment
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
C3
Conference
2010
2009
An experimental investigation of customer reactions to process recovery communications
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
C3
Conference
2009
An experimental investigation of customer reactions to process recovery communications
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
C3
Conference
2009
Because customers want to, need to, or ought to?: a longitudinal analysis of the impact of commitment on share-of-wallet
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
C3
Conference
2009
Enhancing non-complainers' relationship quality by communicating process recoveries
Yves Van Vaerenbergh
Iris Vermeir
Bart Larivière
C3
Conference
2009
Investeringen in service en klanttevredenheid moeten kwantificeerbaar en rendabel zijn! Trends en tips om over na te denken en te doen
Bart Larivière
Bookchapter
in
Marketing denken en doen, Marketingjaarboek 2009
2009
2008
Investeren in service en klanttevredenheid moeten kwantificeerbaar en rendabel zijn!
Bart Larivière
Other
2008
Linking perceptual and behavioral customer metrics to multiperiod customer profitability - A comprehensive service-profit chain application
Bart Larivière
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2008
The relationship between customer satisfaction and share of wallet: multichannel customer differences
Bart Larivière
B Cooil
L Aksoy
TL Keiningham
C3
Conference
2008
2007
Banking behaviour after the lifecycle event of "moving in together": An exploratory study of the role of marketing investments
Bart Larivière
Dirk Van den Poel
A1
Journal Article
in
EUROPEAN JOURNAL OF OPERATIONAL RESEARCH
2007
Introductory case study: marketingmanagement bij AXA
Bart Larivière
Bookchapter
in
Marketing management : de essentie
2007
Klantwaarde, klanttevredenheid en klantbehoud: 'Marketingmanagement bij AXA'
Bart Larivière
Bookchapter
in
Marketing management : de essentie
2007
Linking perceptual and behavioral customer metrics to multiperiod customer profitability: A comprehensive Service-Profit Chain application in the financial services industry
Bart Larivière
C1
Conference
2007
2006
Churn prediction at AXA Belgium: pitfalls and methodological concerns
Bart Larivière
C3
Conference
2006
Customer intelligence using the SAS system
Bart Larivière
G Verstraeten
C3
Conference
2006
Investigating the lifecycle event of moving in together: implications for retail banking
Bart Larivière
Dirk Van den Poel
C3
Conference
2006
2005
Investigating the impact of complaint handling on subsequent behavior by using survival analysis techniques
Bart Larivière
Dirk Van den Poel
C1
Conference
2005
Investigating the post-complaint period by means of survival analysis
Bart Larivière
Dirk Van den Poel
A1
Journal Article
in
EXPERT SYSTEMS WITH APPLICATIONS
2005
Predicting customer retention and profitability by using random forests and regression forests techniques
Bart Larivière
Dirk Van den Poel
A1
Journal Article
in
EXPERT SYSTEMS WITH APPLICATIONS
2005
Stimuleert jongerenmarketing later retentiegedrag? Bevindingen uit de Belgische financiële sector
Bart Larivière
C3
Conference
2005
Towards understanding, predicting and preventing customer churn in the financial services industry
Bart Larivière
Dirk Van den Poel
Dissertation
2005
2004
Customer attrition analysis for financial services using proportional hazard models
Dirk Van den Poel
Bart Larivière
A1
Journal Article
in
EUROPEAN JOURNAL OF OPERATIONAL RESEARCH
2004
In search of actual retention behavior: the value of satisfied customers and an excellent service quality
Bart Larivière
Dirk Van den Poel
C3
Conference
2004
Investigating the role of product features in preventing customer churn, by using survival analysis and choice modeling: the case of financial services
Bart Larivière
Dirk Van den Poel
A1
Journal Article
in
EXPERT SYSTEMS WITH APPLICATIONS
2004
The impact of product features and intermediaries on customer retention
Bart Larivière
Dirk Van den Poel
P1
Conference
2004
2003
The impact of intermediaries and product characteristics on customer retention
Bart Larivière
Dirk Van den Poel
Bookchapter
in
Data mining IV
2003
2002
Attrition in the Financial Services Industry
Bart Larivière
Dirk Van den Poel
Patrick Van Kenhove
C3
Conference
2002
Data-based Retention Modelling for Customer Relationship Management in The Financial Services Industry
Bart Larivière
Dirk Van den Poel
Patrick Van Kenhove
C1
Conference
2002
Retentie als middel voor winst-optimalisatie voor financiële instellingen
Bart Larivière
Dirk Van den Poel
A4
Journal Article
in
MARKETEER (DIEGEM)
2002