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Researcher
Katrien Verleye
Profile
Projects
Publications
Activities
Awards & Distinctions
128
Results
2025
Customer experience : the touchpoint‒contexts‒qualities nomenclature
Arne De Keyser
Katrien Verleye
Katherine N. Lemon
Chiara Orsingher
Aric Zion
Amanda Johnson
Bookchapter
in
Handbook of Service Experience
2025
Living in an AI-enabled society : exploring the consumer perspective across cultures
Khalid Mehmood
Katrien Verleye
Arne De Kesyser
Bart Larivière
Dissertation
2025
Luxury in the circular economy : an engagement journey perspective
Jonas Holmqvist
Charlène Berger
Arne De Keyser
Katrien Verleye
A1
Journal Article
in
JOURNAL OF CONSUMER BEHAVIOUR
2025
The impact of family members on aging persons’ technology use intentions
Freek Van Baelen
Melissa De Regge
Bart Larivière
Katrien Verleye
Kristof Eeckloo
A1
Journal Article
in
HELIYON
2025
The service robot customer experience (SR-CX) : a matter of AI intelligences and customer service goals
Bart Larivière
Katrien Verleye
Arne De Keyser
Klaas Koerten
Alexander L. Schmidt
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2025
2024
Beyond patient charts : navigating the path to person centricity from a healthcare and service management perspective
Ellen Pipers
Sara Leroi-Werelds
Katrien Verleye
Sandra Streukens
Dissertation
2024
Engaging consumers and providers to make a beeline for circular economy : platforms as enablers?
Marie-Julie De Bruyne
Fatima Khitous
Katrien Verleye
Bookchapter
in
The human dimension of the circular economy : reframing the mindset at macro, organizational and individual levels
2024
Engaging stakeholders for circular economy success
Arne De Keyser
Katrien Verleye
Néomie Raassens
Alex Alblas
A4
Journal Article
in
THE EUROPEAN BUSINESS REVIEW (LONDON)
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
Meer dan een nummer : persoonsgerichtheid in het ziekenhuis
Ellen Pipers
Sara Leroi-Werelds
Sandra Streukens
Katrien Verleye
Article in a magazine
2024
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Katrien Verleye
Sofie Holvoet
A1
Journal Article
in
JOURNAL OF SERVICE THEORY AND PRACTICE
2024
Patient versus person centeredness : embracing different perspectives
Ellen Pipers
Melissa De Regge
Jochen Bergs
Sara Leroi-Werelds
Katrien Verleye
Sandra Streukens
A1
Journal Article
in
JOURNAL OF HEALTH ORGANIZATION AND MANAGEMENT
2024
Pushing forward the transition to a circular economy by adopting an actor engagement lens
Katrien Verleye
Arne De Keyser
Néomie Raassens
Alex A. Alblas
Fernando Lit
Josephina C. C. M. Huijben
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2024
Sharing for a circular transition : essays on actor engagement with efficiency and sufficiency consumption
Marie-Julie De Bruyne
Katrien Verleye
Dissertation
2024
Striving for sustainability through circular service systems : a multiple case study
Katrien Verleye
Lisa Antonissen
Anse Smeets
Arne De Keyser
C3
Conference
2024
The effect of mortality salience on consumer engagement towards sufficiency
Marie-Julie De Bruyne
Katrien Verleye
C3
Conference
2024
The effect of mortality salience on consumer engagement towards sufficiency
Marie-Julie De Bruyne
Katrien Verleye
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
Actor engagement in the circular economy : a motivation-opportunity-ability (MOA) perspective
Katrien Verleye
Arne De Keyser
Néomie Raassens
Alex Alblas
Fernando Lit
Josephina Huijben
C3
Conference
2023
Benieuwd naar het potentieel van product-service systemen (PSS) voor jouw organisatie?
Katrien Verleye
Lisa Antonissen
Anse Smeets
Blog post
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
Engaging consumers and providers to make a beeline for circular economy : platforms as enablers?
Marie-Julie De Bruyne
Fatima Khitous
Katrien Verleye
C3
Conference
2023
Evaluating and extending public service logic : introduction to the special issue
David Mills
Maria Cucciniello
Robyn Keast
Tina Nabatchi
Katrien Verleye
Editorial material
2023
Huren en delen : waar voor je geld?
Lisa Antonissen
Katrien Verleye
Marie-Julie De Bruyne
Blog post
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
Realizing the economic and circular potential of sharing business models by engaging consumers
Marie-Julie De Bruyne
Katrien Verleye
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
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
Sufficiency for sustainability : a matter of reflexivity and servitization?
Marie-Julie De Bruyne
Katrien Verleye
C3
Conference
2023
Sufficiency for sustainability : a matter of servitization and framing?
Marie-Julie De Bruyne
Katrien Verleye
C3
Conference
2023
The transformative potential of AI-enabled personalization
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larivière
C3
Conference
2023
Unlocking the circular promise : servitization
Katrien Verleye
Lisa Antonissen
Marie-Julie De Bruyne
Arne De Keyser
Blog post
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
Bridging the material, social, and psychological world along the smart wearable journey in high-touch services
Bieke Henkens
Katrien Verleye
Martin Mende
C1
Conference
2022
Communication in service ecosystems through value propositions : dilemmas and future research avenues
Katrien Verleye
Bryan Reber
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2022
Full throttle! Engaging ethnic minority and majority consumers in car sharing
Marie-Julie De Bruyne
Katrien Verleye
Hendrik Slabbinck
Saskia Crucke
C3
Conference
2022
Full throttle! Engaging ethnic minority and majority consumers in car sharing
Marie-Julie De Bruyne
Katrien Verleye
Hendrik Slabbinck
Saskia Crucke
C3
Conference
2022
Full throttle! Engaging ethnic minority and majority consumers in car sharing
Marie-Julie De Bruyne
Katrien Verleye
Hendrik Slabbinck
Saskia Crucke
C3
Conference
2022
Full throttle! Engaging ethnic minority and majority consumers in car sharing
Marie-Julie De Bruyne
Katrien Verleye
Hendrik Slabbinck
Saskia Crucke
C3
Conference
2022
Full throttle! Engaging ethnic minority and majority consumers in car sharing
Marie-Julie De Bruyne
Katrien Verleye
Hendrik Slabbinck
Saskia Crucke
C1
Conference
2022
Full throttle! Engaging ethnic minority and majority consumers in car sharing
Marie-Julie De Bruyne
Katrien Verleye
Hendrik Slabbinck
Saskia Crucke
C1
Conference
2022
Full throttle! Engaging ethnic minority and majority consumers in car sharing
Marie-Julie De Bruyne
Katrien Verleye
Hendrik Slabbinck
Saskia Crucke
C1
Conference
2022
Governance dynamics in inter-organizational networks : a meta-ethnographic study
Kaat De Pourcq
Katrien Verleye
A1
Journal Article
in
EUROPEAN MANAGEMENT JOURNAL
2022
Multi-actor engagement in circular business model innovation
Katrien Verleye
Néomie Raassens
Fernando Lit
Boukje Huijben
Arne De Keyser
Alex Alblas
C3
Conference
2022
Person centricity : where health care meets service marketing
Ellen Pipers
Sara Leroi-Werelds
Katrien Verleye
Sandra Streukens
C3
Conference
2022
Person centricity : where healthcare meets marketing
Ellen Pipers
Sara Leroi-Werelds
Katrien Verleye
Sandra Streukens
C1
Conference
2022
Person centricity : where healthcare meets marketing
Ellen Pipers
Sara Leroi-Werelds
Katrien Verleye
Sandra Streukens
C1
Conference
2022
Product-service systems : a customer engagement perspective in the fashion industry
Fatima Khitous
Andrea Urbinati
Katrien Verleye
A1
Journal Article
in
JOURNAL OF CLEANER PRODUCTION
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
A choice-based conjoint analysis on customer engagement during the transition to circular economy
Fatima Khitous
Annabelle Depuydt
Andrea Urbinati
Katrien Verleye
C1
Conference
2021
An inductive study on person-centricity in the hospital sector : insights from the provider side
Ellen Pipers
Katrien Verleye
Sara Leroi-Werelds
Sandra Streukens
C1
Conference
2021
Boosting perceived customer orientation as a driver of patient satisfaction
Katrien Verleye
Arne De Keyser
Sophie Vandepitte
Jeroen Trybou
A1
Journal Article
in
JOURNAL FOR HEALTHCARE QUALITY
2021
Engaging consumers in the circular transition by designing sharing businesses : a conjoint analysis
Marie-Julie De Bruyne
Katrien Verleye
C1
Conference
2021
Engaging consumers in the circular transition by designing sharing businesses : a conjoint analysis
Marie-Julie De Bruyne
Katrien Verleye
C1
Conference
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
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
Katrien Verleye
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
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
Managing collaboration in networks within and beyond organizational boundaries
Kaat De Pourcq
Katrien Verleye
Paul Gemmel
Jeroen Trybou
Dissertation
2021
Personalization : toward better grasping its transformative impact
Khalid Mehmood
Katrien Verleye
Arne De Keyser
Bart Larieverie
C3
Conference
2021
Smartness configurations and value propositions towards customers
Bieke Henkens
Katrien Verleye
Bart Larivière
Helen Perks
C3
Conference
2021
The impact of sharing business dimensions on consumer engagement : a conjoint analysis in the fashion industry
Marie-Julie De Bruyne
Katrien Verleye
C3
Conference
2021
The role of written texts in collaborative boundary work : a dynamic sociomaterial perspective
Kaat De Pourcq
Katrien Verleye
Ann Langley
Joris Voets
C1
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
The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems
Bieke Henkens
Katrien Verleye
Bart Larivière
C3
Conference
2021
The smartness highway : four roads of configurations, value propositions, and customer logics
Bieke Henkens
Katrien Verleye
Bart Larivière
Helen Perks
C3
Conference
2021
Value proposition dynamics in response to external event triggers
Sara Leroi-Werelds
Katrien Verleye
Nathaniel Line
Liliana Bove
A1
Journal Article
in
JOURNAL OF BUSINESS RESEARCH
2021
2020
Advies betreffende transitie voor de vorming van een steunpuntfunctie, coördinatiefunctie netwerking en samenwerking, en ombudsfunctie geestelijke gezondheid
Kaat De Pourcq
Katrien Verleye
Joris Voets
Report
2020
Design thinking for co-creating circular value
Fatima Khitous
Katrien Verleye
Francesca Ostuzzi
Andrea Urbinati
Raffaella Manzini
C1
Conference
2020
Engaging customers and other actors in business model innovation for the transition to a circular economy
Fatima Khitous
Raffaella Manzini
Katrien Verleye
Dissertation
2020
From third party to significant other for the service encounter : a systematic literature review
Lily Abboud
Nabila As'ad
Nicola Bilstein
Annelies Costers
Bieke Henkens
Katrien Verleye
C3
Conference
2020
Making personalization work : a review of 45 years of personalization research and its customer outcomes
Khalid Mehmood
Katrien Verleye
Arne De Keyser
C1
Conference
2020
Modularizing services based upon an actor-oriented logic
Kaat De Pourcq
Katrien Verleye
Bart Larivière
Jeroen Trybou
Paul Gemmel
C1
Conference
2020
Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature
Arne De Keyser
Katrien Verleye
Katherine Lemon
Timothy Keiningham
Philipp Klaus
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2020
Product-service systems in the transition to a circular economy in the fashion industry : a customer engagement perspective
Fatima Khitous
Katrien Verleye
Andrea Urbinati
C1
Conference
2020
Smartness battle : how and why do businesses smart-up their products and services
Bieke Henkens
Katrien Verleye
C1
Conference
2020
Stepping out of the shadows : supporting actors’ strategies for managing end-user experiences in service ecosystems
Vicky Story
Judy Zolkiewski
Katrien Verleye
Amin Nazifi
Claire Hannibal
Anthony Grimes
Liliane Abboud
A1
Journal Article
in
JOURNAL OF BUSINESS RESEARCH
2020
Three decades of customer value research : paradigmatic roots and future research avenues
Valarie A. Zeithaml
Katrien Verleye
Isabella Hatak
Monika Koller
Alexander Zauner
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2020
2019
Designing, writing-up and reviewing case study research : an equifinality perspective
Katrien Verleye
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2019
Engagement and technology as key enablers for a circular economy
Nicholas Vijverman
Bieke Henkens
Katrien Verleye
Bookchapter
in
Handbook of research on customer engagement
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
The long and winding road : building legitimacy for complex social innovation in networks
Katrien Verleye
Helen Perks
Thorsten Gruber
Joris Voets
A1
Journal Article
in
JOURNAL OF PRODUCT INNOVATION MANAGEMENT
2019
Unraveling heterogeneity in customer experiences with service robot constellations
Bart Larivière
Katrien Verleye
Margherita Pagani
Massimo Airoldi
C3
Conference
2019
2018
Building legitimacy for new service constellations with a social objective
Katrien Verleye
Helen Perks
Thorsten Gruber
Joris Voets
C1
Conference
2018
Customer engagement through personalization and customization
Alexander Bleier
Arne De Keyser
Katrien Verleye
Bookchapter
in
Customer engagement marketing
2018
De opkomst van belevingsgericht service design
Katrien Verleye
Kaat De Pourcq
A4
Journal Article
in
IMPULS (BRUGGE)
2018
How & why governance dynamics emerge in inter-organizational networks : a meta-ethnographic analysis
Kaat De Pourcq
Katrien Verleye
C1
Conference
2018
Metagovernance mechanisms in mental health service systems
Kaat De Pourcq
Katrien Verleye
Joris Voets
C3
Conference
2018
Smart use of academic literature in service research : a qualitative approach
Katrien Verleye
Nicola Bilstein
C3
Conference
2018
Substitution or augmentation? Understanding customers' reactions to IoT-applications
Bieke Henkens
Katrien Verleye
Bart Larivière
C3
Conference
2018
2017
Does the network fit the customer
Kaat De Pourcq
Katrien Verleye
Paul Gemmel
C3
Conference
2017
Employee pride : a multidimensional and dynamic phenomenon
Griet Van Der Vurst
Katrien Verleye
Bart Larivière
C3
Conference
2017
Paradoxical tensions when opting for a co-creation strategy in a collaborative setting
Katrien Verleye
C3
Conference
2017
Unraveling service delivery networks of customers with complex service needs
Katrien Verleye
Bart Larivière
Aurelia De Swaef
C3
Conference
2017
What causes imbalance in complex service networks? Evidence from a public health service
Katrien Verleye
Elina Jaakkola
Ian Hodgkinson
Gyuchan Thomas Jun
Gaby Odekerken-Schröder
Johan Quist
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2017
2016
A taxonomy of service delivery systems: contrasting the customer and provider perspective
Katrien Verleye
Arne De Keyser
C1
Conference
2016
Circumventing the hidden cost of free services: lessons learnt from social media resisters
Katrien Verleye
Simon Quaschning
Arne De Keyser
C3
Conference
2016
Consumers reaction to the privacy costs of free online services – the role of consumer engagement and reactance orientation
Simon Quaschning
Katrien Verleye
Arne De Keyser
C3
Conference
2016
Customer engagement in technology-based and high-contact interfaces
Katrien Verleye
Arne De Keyser
Bookchapter
in
Customer engagement : contemporary issues and challenges
2016
Designing the customer journey in a service delivery network: evidence from cancer patient treatments
Kaat De Pourcq
Paul Gemmel
Katrien Verleye
C1
Conference
2016
Engaged customers as job Resources or demands for frontline employees?
Katrien Verleye
Paul Gemmel
Deva Rangarajan
A1
Journal Article
in
JOURNAL OF SERVICE THEORY AND PRACTICE
2016
2015
Paradoxical tensions when developing service innovations in a network setting
Katrien Verleye
Joris Voets
C1
Conference
2015
The co-creation experience from the customer perspective: its measurement and determinants
Katrien Verleye
A1
Journal Article
in
JOURNAL OF SERVICE MANAGEMENT
2015
The impact of professional and organizational identification on the relationship between hospital-physician exchange and customer-oriented behaviour of physicians
Jeroen Trybou
Gaelle De Caluwé
Katrien Verleye
Paul Gemmel
Lieven Annemans
A1
Journal Article
in
HUMAN RESOURCES FOR HEALTH
2015
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
2014
Economic and noneconomic physician-hospital exchange: impact on customer oriented behaviour and the moderating effects of organizational and professional identification
Kaat De Pourcq
Gaelle De Caluwé
Paul Gemmel
Katrien Verleye
Jeroen Trybou
C3
Conference
2014
Managing engagement behaviors in a network of customers and stakeholders: evidence from the nursing home sector
Katrien Verleye
Paul Gemmel
Deva Rangarajan
A1
Journal Article
in
JOURNAL OF SERVICE RESEARCH
2014
Turning customer feedback into gold: challenges and hindrances
Katrien Verleye
Yves Van Vaerenbergh
C3
Conference
2014
2013
Ready for a co-creative economy? Implications of customer engagement in value creation for high-contact and technology-based service interfaces
Katrien Verleye
Paul Gemmel
Deva Rangarajan
Dissertation
2013
The impact of customer engagement behaviors on job engagement among service employees: cross-level moderation by customer orientation
Katrien Verleye
Paul Gemmel
C3
Conference
2013
2012
Designing service interfaces in co-creation situations
Katrien Verleye
Paul Gemmel
Deva Rangarajan
C3
Conference
2012
2011
Innovation in the elderly care sector: at the edge of chaos
Katrien Verleye
Paul Gemmel
A2
Journal Article
in
JOURNAL OF MANAGEMENT & MARKETING IN HEALTHCARE
2011
Why indirect customers deserve managers' attention: a quantitative and qualitative study on indirect customer engagement behavior
Katrien Verleye
Paul Gemmel
Deva Rangarajan
C3
Conference
2011
2010
Emotional attachment to a hospital: bringing employees and customers into the engagement zone
Paul Gemmel
Katrien Verleye
A2
Journal Article
in
THE JOURNAL OF APPLIED MANAGEMENT AND ENTREPRENEURSHIP
2010
Service management voor zorgorganisaties
Paul Gemmel
Katrien Verleye
Book
2010
2009
Innovation in the elderly care sector: at the edge of chaos
Katrien Verleye
Paul Gemmel
Report
2009
Manage the human sigma in the hospital
Paul Gemmel
Katrien Verleye
C1
Conference
2009