Research Explorer

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Researcher

Katrien Verleye

Publications & Research Data

Awards & Distinctions

144 Results

2026

Enhancing service for consumers experiencing vulnerabilities : the inclusive side of AI-driven technologies – a systematic literature review

Chiara De Brabant-BibiKaat De PourcqKatrien Verleye

Enhancing service for consumers experiencing vulnerabilities : the inclusive side of AI-driven technologies – a systematic literature review

Chiara De Brabant-BibiKaat De PourcqKatrien Verleye

Optimizing value propositions for circular business models : the interplay of price, brand, quality, and circularity

Fatima KhitousKatrien VerleyeAndrea UrbinatiAnnabelle Depuydt

A1 Journal Article in BUSINESS STRATEGY AND THE ENVIRONMENT

Toward circularity through servitization : ecosystem orchestration strategies of incumbent firms

Lisa AntonissenKatrien VerleyeKaat De Pourcq

Towards a circular future : development of a circular economy engagement scale

Arne De KeyserKatrien VerleyeMarie-Julie De BruyneLisa Antonissen

2025

Customer experience : the touchpoint‒contexts‒qualities nomenclature

Arne De KeyserKatrien VerleyeKatherine N. LemonChiara OrsingherAric ZionAmanda Johnson

Bookchapter in Handbook of Service Experience

Emergence of circular service ecosystems : a multiple case study

Lisa AntonissenKatrien VerleyeKaat De Pourcq

Emerging service ecosystems for circularity : the importance of product circulation

Lisa AntonissenKatrien VerleyeKaat De Pourcq

Family, friends and tools : interpersonal drivers of healthcare technology adoption among older persons

Freek Van BaelenMelissa De ReggeBart LarivièreKatrien Verleye

From promises to practice: unraveling users’ mental models about the role and implications of large language models (LLMs) for individuals and society

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

Living in an AI-enabled society : exploring the consumer perspective across cultures

Khalid MehmoodKatrien VerleyeArne De KesyserBart Larivière

Luxury in the circular economy : an engagement journey perspective

Jonas HolmqvistCharlène BergerArne De KeyserKatrien Verleye

A1 Journal Article in JOURNAL OF CONSUMER BEHAVIOUR

Ontwikkelen van een gebruikersperspectief in de inspectiepraktijk van Zorginspectie

Chiara De Brabant-BibiKaat De PourcqKatrien Verleye

Lecture / Speech

Ontwikkelen van een gebruikersperspectief in de inspectiepraktijk van Zorginspectie

Chiara De Brabant-BibiKaat De PourcqKatrien Verleye

Op naar gedeeld gebruik tijdens de Green Deal Huren en Delen

Lisa AntonissenBritt BuseyneMarie-Julie De BruyneKatrien Verleye

Product circulation in service ecosystems : evidence from renting & sharing

Lisa AntonissenKatrien VerleyeKaat De Pourcq

Shaping service ecosystems in which products circulate : a multiple case study

Lisa AntonissenKatrien VerleyeKaat De Pourcq

The impact of family members on aging persons’ technology use intentions

Freek Van BaelenMelissa De ReggeBart LarivièreKatrien VerleyeKristof Eeckloo

A1 Journal Article in HELIYON

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

Bart LarivièreKatrien VerleyeArne De KeyserKlaas KoertenAlexander L. Schmidt

A1 Journal Article in JOURNAL OF SERVICE RESEARCH

Towards Shared Use with the Green Deal Renting and Sharing

Lisa AntonissenBritt BuseyneMarie-Julie De BruyneKatrien Verleye

2024

Autoethnographic research for service scholars with transformative ambitions

Kaat De PourcqKatrien Verleye

Beyond patient charts : navigating the path to person centricity from a healthcare and service management perspective

Ellen PipersSara Leroi-WereldsKatrien VerleyeSandra Streukens

Engaging consumers and providers to make a beeline for circular economy : platforms as enablers?

Marie-Julie De BruyneFatima KhitousKatrien Verleye

Bookchapter in The human dimension of the circular economy : reframing the mindset at macro, organizational and individual levels

Engaging stakeholders for circular economy success

Arne De KeyserKatrien VerleyeNéomie RaassensAlex Alblas

A4 Journal Article in THE EUROPEAN BUSINESS REVIEW (LONDON)

From promises to practice : unraveling the psychological impact of generative AI on organizational dynamics

Khalid MehmoodKatrien VerleyeArne De KesyserBart Larivière

From promises to practice : unraveling users’ mental models about the implications of large language models (LLMs) for users

Khalid MehmoodKatrien VerleyeArne De KesyserBart Larivière

Meer dan een nummer : persoonsgerichtheid in het ziekenhuis

Ellen PipersSara Leroi-WereldsSandra StreukensKatrien Verleye

Article in a magazine

Organizational practices to co-create value with family members engaged in service journeys of their loved ones

Katrien VerleyeSofie Holvoet

A1 Journal Article in JOURNAL OF SERVICE THEORY AND PRACTICE

Patient versus person centeredness : embracing different perspectives

Ellen PipersMelissa De ReggeJochen BergsSara Leroi-WereldsKatrien VerleyeSandra Streukens

A1 Journal Article in JOURNAL OF HEALTH ORGANIZATION AND MANAGEMENT

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

Katrien VerleyeArne De KeyserNéomie RaassensAlex A. AlblasFernando LitJosephina C. C. M. Huijben

A1 Journal Article in JOURNAL OF SERVICE RESEARCH

Sharing for a circular transition : essays on actor engagement with efficiency and sufficiency consumption

Marie-Julie De BruyneKatrien Verleye

Striving for sustainability through circular service systems : a multiple case study

Katrien VerleyeLisa AntonissenAnse SmeetsArne De Keyser

The effect of mortality salience on consumer engagement towards sufficiency

Marie-Julie De BruyneKatrien Verleye

The effect of mortality salience on consumer engagement towards sufficiency

Marie-Julie De BruyneKatrien Verleye

The transformative potential of AI-enabled personalization across cultures

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

A1 Journal Article in JOURNAL OF SERVICES MARKETING

2023

Actor engagement in the circular economy : a motivation-opportunity-ability (MOA) perspective

Katrien VerleyeArne De KeyserNéomie RaassensAlex AlblasFernando LitJosephina Huijben

Benieuwd naar het potentieel van product-service systemen (PSS) voor jouw organisatie?

Katrien VerleyeLisa AntonissenAnse Smeets

Embarking on a smart journey : engaging frontline employees as boundary spanners in smart service systems

Bieke HenkensKatrien VerleyeBart LarivièreMartin Mende

Engaging consumers and providers to make a beeline for circular economy : platforms as enablers?

Marie-Julie De BruyneFatima KhitousKatrien Verleye

Evaluating and extending public service logic : introduction to the special issue

David MillsMaria CuccinielloRobyn KeastTina NabatchiKatrien Verleye

Editorial material

Huren en delen : waar voor je geld?

Lisa AntonissenKatrien VerleyeMarie-Julie De Bruyne

Marketing : the fundamentals

Sara Leroi-WereldsKatrien VerleyeArne De KeyserMaggie GeuensKlaas VerbekenBart Larivière

Pathways to service system smartness for firms

Bieke HenkensKatrien VerleyeBart LarivièreHelen Perks

A1 Journal Article in JOURNAL OF SERVICE RESEARCH

Piloting personalization research through data-rich environments : a literature review and future research agenda

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

A1 Journal Article in JOURNAL OF SERVICE MANAGEMENT

RATZ 2.0 : slimme brillen in de thuiszorg

Bieke HenkensKatrien VerleyeBart Larivière

Lecture / Speech

Realizing the economic and circular potential of sharing business models by engaging consumers

Marie-Julie De BruyneKatrien Verleye

A1 Journal Article in JOURNAL OF SERVICE MANAGEMENT

Smart wearables as friends or foes? Engaging employees along smart journeys

Bieke HenkensKatrien VerleyeBart LarivièreHelen Perks

Smart wearables as friends or foes? Engaging boundary spanning employees along smart journeys

Bieke HenkensKatrien VerleyeBart LarivièreMartin Mende

Sufficiency for sustainability : a matter of reflexivity and servitization?

Marie-Julie De BruyneKatrien Verleye

Sufficiency for sustainability : a matter of servitization and framing?

Marie-Julie De BruyneKatrien Verleye

The transformative potential of AI-enabled personalization

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

Unlocking the circular promise : servitization

Katrien VerleyeLisa AntonissenMarie-Julie De BruyneArne De Keyser

2022

Bridging the material, social, and psychological world along the smart wearable journey in high-touch services

Bieke HenkensKatrien VerleyeBart LarivièreMartin Mende

Bridging the material, social, and psychological world along the smart wearable journey in high-touch services

Bieke HenkensKatrien VerleyeMartin Mende

Communication in service ecosystems through value propositions : dilemmas and future research avenues

Katrien VerleyeBryan Reber

A1 Journal Article in JOURNAL OF SERVICE MANAGEMENT

Full throttle! Engaging ethnic minority and majority consumers in car sharing

Marie-Julie De BruyneKatrien VerleyeHendrik SlabbinckSaskia Crucke

Full throttle! Engaging ethnic minority and majority consumers in car sharing

Marie-Julie De BruyneKatrien VerleyeHendrik SlabbinckSaskia Crucke

Full throttle! Engaging ethnic minority and majority consumers in car sharing

Marie-Julie De BruyneKatrien VerleyeHendrik SlabbinckSaskia Crucke

Full throttle! Engaging ethnic minority and majority consumers in car sharing

Marie-Julie De BruyneKatrien VerleyeHendrik SlabbinckSaskia Crucke

Full throttle! Engaging ethnic minority and majority consumers in car sharing

Marie-Julie De BruyneKatrien VerleyeHendrik SlabbinckSaskia Crucke

Full throttle! Engaging ethnic minority and majority consumers in car sharing

Marie-Julie De BruyneKatrien VerleyeHendrik SlabbinckSaskia Crucke

Full throttle! Engaging ethnic minority and majority consumers in car sharing

Marie-Julie De BruyneKatrien VerleyeHendrik SlabbinckSaskia Crucke

Governance dynamics in inter-organizational networks : a meta-ethnographic study

Kaat De PourcqKatrien Verleye

A1 Journal Article in EUROPEAN MANAGEMENT JOURNAL

Multi-actor engagement in circular business model innovation

Katrien VerleyeNéomie RaassensFernando LitBoukje HuijbenArne De KeyserAlex Alblas

Person centricity : where health care meets service marketing

Ellen PipersSara Leroi-WereldsKatrien VerleyeSandra Streukens

Person centricity : where healthcare meets marketing

Ellen PipersSara Leroi-WereldsKatrien VerleyeSandra Streukens

Person centricity : where healthcare meets marketing

Ellen PipersSara Leroi-WereldsKatrien VerleyeSandra Streukens

Product-service systems : a customer engagement perspective in the fashion industry

Fatima KhitousAndrea UrbinatiKatrien Verleye

A1 Journal Article in JOURNAL OF CLEANER PRODUCTION

RATZ 2.0 : slimme brillen in de thuiszorg

Bieke HenkensKatrien VerleyeBart Larivière

RATZ 2.0 : slimme brillen in de thuiszorg

Bieke HenkensKatrien VerleyeBart Larivière

Lecture / Speech

Ready to unlock the smartness potential? Engaging customers, employees and organizations with smart products in service systems

Bieke HenkensKatrien VerleyeBart Larivière

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 BaelenMelissa De ReggeBart LarivièreKatrien VerleyeSam SchelfoutKristof Eeckloo

A1 Journal Article in JMIR MHEALTH AND UHEALTH

The transformative potential of personalization in a data rich world

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

The transformative potential of personalization in a data rich world

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

The transformative potential of personalization in a data-rich world

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larivière

2021

A choice-based conjoint analysis on customer engagement during the transition to circular economy

Fatima KhitousAnnabelle DepuydtAndrea UrbinatiKatrien Verleye

An inductive study on person-centricity in the hospital sector : insights from the provider side

Ellen PipersKatrien VerleyeSara Leroi-WereldsSandra Streukens

Boosting perceived customer orientation as a driver of patient satisfaction

Katrien VerleyeArne De KeyserSophie VandepitteJeroen Trybou

A1 Journal Article in JOURNAL FOR HEALTHCARE QUALITY

Engaging consumers in the circular transition by designing sharing businesses : a conjoint analysis

Marie-Julie De BruyneKatrien Verleye

Engaging consumers in the circular transition by designing sharing businesses : a conjoint analysis

Marie-Julie De BruyneKatrien Verleye

Four roads to smartness : a story of configurations, value propositions, and customer logics

Bieke HenkensKatrien VerleyeBart LarivièreHelen Perks

From third party to significant other for service encounters : a systematic review on third-party roles and their implications

Liliane AbboudNabila As'adNicola BilsteinAnnelies CostersBieke HenkensKatrien Verleye

A1 Journal Article in JOURNAL OF SERVICE MANAGEMENT

How and why businesses invest in smartness : a battle or not?

Bieke HenkensKatrien VerleyeBart LarivièreHelen Perks

Implications of customer participation in outsourcing non-core services to third parties

Kaat De PourcqKatrien VerleyeBart LarivièreJeroen TrybouPaul Gemmel

A1 Journal Article in JOURNAL OF SERVICE MANAGEMENT

Managing collaboration in networks within and beyond organizational boundaries

Kaat De PourcqKatrien VerleyePaul GemmelJeroen Trybou

Personalization : toward better grasping its transformative impact

Khalid MehmoodKatrien VerleyeArne De KeyserBart Larieverie

Smartness configurations and value propositions towards customers

Bieke HenkensKatrien VerleyeBart LarivièreHelen Perks

The impact of sharing business dimensions on consumer engagement : a conjoint analysis in the fashion industry

Marie-Julie De BruyneKatrien Verleye

The role of written texts in collaborative boundary work : a dynamic sociomaterial perspective

Kaat De PourcqKatrien VerleyeAnn LangleyJoris Voets

The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems

Bieke HenkensKatrien VerleyeBart Larivière

A1 Journal Article in INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING

The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems

Bieke HenkensKatrien VerleyeBart Larivière

The smartness highway : four roads of configurations, value propositions, and customer logics

Bieke HenkensKatrien VerleyeBart LarivièreHelen Perks

Value proposition dynamics in response to external event triggers

Sara Leroi-WereldsKatrien VerleyeNathaniel LineLiliana Bove

A1 Journal Article in JOURNAL OF BUSINESS RESEARCH

2020

Advies betreffende transitie voor de vorming van een steunpuntfunctie, coördinatiefunctie netwerking en samenwerking, en ombudsfunctie geestelijke gezondheid

Kaat De PourcqKatrien VerleyeJoris Voets

Design thinking for co-creating circular value

Fatima KhitousKatrien VerleyeFrancesca OstuzziAndrea UrbinatiRaffaella Manzini

Engaging customers and other actors in business model innovation for the transition to a circular economy

Fatima KhitousRaffaella ManziniKatrien Verleye

From third party to significant other for the service encounter : a systematic literature review

Lily AbboudNabila As'adNicola BilsteinAnnelies CostersBieke HenkensKatrien Verleye

Making personalization work : a review of 45 years of personalization research and its customer outcomes

Khalid MehmoodKatrien VerleyeArne De Keyser

Modularizing services based upon an actor-oriented logic

Kaat De PourcqKatrien VerleyeBart LarivièreJeroen TrybouPaul Gemmel

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

Arne De KeyserKatrien VerleyeKatherine LemonTimothy KeininghamPhilipp Klaus

A1 Journal Article in JOURNAL OF SERVICE RESEARCH

Product-service systems in the transition to a circular economy in the fashion industry : a customer engagement perspective

Fatima KhitousKatrien VerleyeAndrea Urbinati

Smartness battle : how and why do businesses smart-up their products and services

Bieke HenkensKatrien Verleye

Stepping out of the shadows : supporting actors’ strategies for managing end-user experiences in service ecosystems

Vicky StoryJudy ZolkiewskiKatrien VerleyeAmin NazifiClaire HannibalAnthony GrimesLiliane Abboud

A1 Journal Article in JOURNAL OF BUSINESS RESEARCH

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

Valarie A. ZeithamlKatrien VerleyeIsabella HatakMonika KollerAlexander Zauner

A1 Journal Article in JOURNAL OF SERVICE RESEARCH

2019

Designing, writing-up and reviewing case study research : an equifinality perspective

Katrien Verleye

A1 Journal Article in JOURNAL OF SERVICE MANAGEMENT

Engagement and technology as key enablers for a circular economy

Nicholas VijvermanBieke HenkensKatrien Verleye

Bookchapter in Handbook of research on customer engagement

Engaging customers with smart services : a network perspective

Bieke HenkensKatrien VerleyeBart Larivière

How to engage employees at organizational frontlines? A response surface analysis of the fit/misfit-engagement model

Bart LarivièreKatrien Verleye

The long and winding road : building legitimacy for complex social innovation in networks

Katrien VerleyeHelen PerksThorsten GruberJoris Voets

A1 Journal Article in JOURNAL OF PRODUCT INNOVATION MANAGEMENT

Unraveling heterogeneity in customer experiences with service robot constellations

Bart LarivièreKatrien VerleyeMargherita PaganiMassimo Airoldi

2018

Building legitimacy for new service constellations with a social objective

Katrien VerleyeHelen PerksThorsten GruberJoris Voets

Customer engagement through personalization and customization

Alexander BleierArne De KeyserKatrien Verleye

Bookchapter in Customer engagement marketing

De opkomst van belevingsgericht service design

Katrien VerleyeKaat De Pourcq

A4 Journal Article in IMPULS (BRUGGE)

How & why governance dynamics emerge in inter-organizational networks : a meta-ethnographic analysis

Kaat De PourcqKatrien Verleye

Metagovernance mechanisms in mental health service systems

Kaat De PourcqKatrien VerleyeJoris Voets

Smart use of academic literature in service research : a qualitative approach

Katrien VerleyeNicola Bilstein

Substitution or augmentation? Understanding customers' reactions to IoT-applications

Bieke HenkensKatrien VerleyeBart Larivière

2017

Does the network fit the customer

Kaat De PourcqKatrien VerleyePaul Gemmel

Employee pride : a multidimensional and dynamic phenomenon

Griet Van Der VurstKatrien VerleyeBart Larivière

Paradoxical tensions when opting for a co-creation strategy in a collaborative setting

Katrien Verleye

Unraveling service delivery networks of customers with complex service needs

Katrien VerleyeBart LarivièreAurelia De Swaef

What causes imbalance in complex service networks? Evidence from a public health service

Katrien VerleyeElina JaakkolaIan HodgkinsonGyuchan Thomas JunGaby Odekerken-SchröderJohan Quist

A1 Journal Article in JOURNAL OF SERVICE MANAGEMENT

2016

A taxonomy of service delivery systems: contrasting the customer and provider perspective

Katrien VerleyeArne De Keyser

Circumventing the hidden cost of free services: lessons learnt from social media resisters

Katrien VerleyeSimon QuaschningArne De Keyser

Consumers reaction to the privacy costs of free online services – the role of consumer engagement and reactance orientation

Simon QuaschningKatrien VerleyeArne De Keyser

Customer engagement in technology-based and high-contact interfaces

Katrien VerleyeArne De Keyser

Bookchapter in Customer engagement : contemporary issues and challenges

Designing the customer journey in a service delivery network: evidence from cancer patient treatments

Kaat De PourcqPaul GemmelKatrien Verleye

Engaged customers as job Resources or demands for frontline employees?

Katrien VerleyePaul GemmelDeva Rangarajan

A1 Journal Article in JOURNAL OF SERVICE THEORY AND PRACTICE

2015

Paradoxical tensions when developing service innovations in a network setting

Katrien VerleyeJoris Voets

The co-creation experience from the customer perspective: its measurement and determinants

Katrien Verleye

A1 Journal Article in JOURNAL OF SERVICE MANAGEMENT

The impact of professional and organizational identification on the relationship between hospital-physician exchange and customer-oriented behaviour of physicians

Jeroen TrybouGaelle De CaluwéKatrien VerleyePaul GemmelLieven Annemans

A1 Journal Article in HUMAN RESOURCES FOR HEALTH

2014

Designing service interfaces for customer engagement in the creation of value

Katrien Verleye

Bookchapter in Customer experience management : enhancing experience and value through service management

Economic and noneconomic physician-hospital exchange: impact on customer oriented behaviour and the moderating effects of organizational and professional identification

Kaat De PourcqGaelle De CaluwéPaul GemmelKatrien VerleyeJeroen Trybou

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

Katrien VerleyePaul GemmelDeva Rangarajan

A1 Journal Article in JOURNAL OF SERVICE RESEARCH

Turning customer feedback into gold: challenges and hindrances

Katrien VerleyeYves Van Vaerenbergh

2013

Ready for a co-creative economy? Implications of customer engagement in value creation for high-contact and technology-based service interfaces

Katrien VerleyePaul GemmelDeva Rangarajan

The impact of customer engagement behaviors on job engagement among service employees: cross-level moderation by customer orientation

Katrien VerleyePaul Gemmel

2012

Designing service interfaces in co-creation situations

Katrien VerleyePaul GemmelDeva Rangarajan

2011

Innovation in the elderly care sector: at the edge of chaos

Katrien VerleyePaul Gemmel

A2 Journal Article in JOURNAL OF MANAGEMENT & MARKETING IN HEALTHCARE

Why indirect customers deserve managers' attention: a quantitative and qualitative study on indirect customer engagement behavior

Katrien VerleyePaul GemmelDeva Rangarajan

2010

Emotional attachment to a hospital: bringing employees and customers into the engagement zone

Paul GemmelKatrien Verleye

A2 Journal Article in THE JOURNAL OF APPLIED MANAGEMENT AND ENTREPRENEURSHIP

Service management voor zorgorganisaties

Paul GemmelKatrien Verleye

2009

Innovation in the elderly care sector: at the edge of chaos

Katrien VerleyePaul Gemmel

Manage the human sigma in the hospital

Paul GemmelKatrien Verleye