Research Explorer

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Researcher

Yves Van Vaerenbergh

34 Results

2019

Language discordance and technological mediation in healthcare service encounters : a contrastive experiment

July De WildeEllen Van PraetYves Van Vaerenbergh

Bookchapter in Technology mediated service encounters

2014

A meta-analysis of relationships linking service failure attributions to customer outcomes

Yves Van VaerenberghChiara OrsingherIris VermeirBart Larivière

A1 Journal Article in JOURNAL OF SERVICE RESEARCH

Consumers' Willingness to communicate in a second language : communicating in service settings

Jonas BruneelYves Van VaerenberghChristian Grönroos

A1 Journal Article in MANAGEMENT DECISION

Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?

Yves Van VaerenberghArne De KeyserBart Larivière

A1 Journal Article in MANAGING SERVICE QUALITY

Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns

Arne De KeyserBart LarivièreYves Van Vaerenbergh

Examining the relationship between language divergence and word-of-mouth intentions

Yves Van VaerenberghJonas Holmqvist

A1 Journal Article in JOURNAL OF BUSINESS RESEARCH

Service quality and loyalty behavior in professional business services: an operations based perspective to effective service management

Xavier Walthoff-BormBart LarivièreYves Van Vaerenbergh

Turning customer feedback into gold: challenges and hindrances

Katrien VerleyeYves Van Vaerenbergh

2013

Consumer willingness to communicate in a second language: communicating in service settings

Jonas HolmqvistYves Van VaerenberghChristian Grönroos

Perceived importance of native language use in service encounters

Holmqvist JonasYves Van Vaerenbergh

A1 Journal Article in SERVICE INDUSTRIES JOURNAL

Service recovery's impact on customers next-in-line

Yves Van VaerenberghIris VermeirBart Larivière

A1 Journal Article in MANAGING SERVICE QUALITY

Speak my language if you want my money : service language's influence on consumer tipping behavior

Yves Van VaerenberghJonas Holmqvist

A1 Journal Article in EUROPEAN JOURNAL OF MARKETING

The language backfire effect: do customers always prefer to be served in their strongest language?

Jonas HolmqvistYves Van VaerenberghMicael Dahlèn

The language backfire effect: should service providers always serve customers in their strongest language?

Jonas HolmqvistYves Van VaerenberghMicael Dahlèn

2012

Consumers' willingness to communicate in a second language

Jonas HolmqvistYves Van Vaerenbergh

Customer reactions to service failure and recovery encounters

Yves Van VaerenberghBart LarivièreIris VermeirPatrick Van Kenhove

Speak my language if you want me to come back! Service language's impact on return intentions

Yves Van VaerenberghJonas Holmqvist

Speak my language if you want my money: the impact of service language on consumer tipping behavior

Yves Van VaerenberghJonas Holmqvist

Spreading word of mouth when loving and hating the same object: The impact of attitude ambivalence on pre- and post-failure word of mouth

Nico HeuvinckYves Van VaerenberghIris VermeirMaggie Geuens

The impact of language divergence on customer satisfaction

Yves Van VaerenberghJonas Holmqvist

The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions

Yves Van VaerenberghBart LarivièreIris Vermeir

A1 Journal Article in JOURNAL OF SERVICE RESEARCH

2011

Consumer language preferences in services: a matter of service-, person- or context-related characteristics?

Jonas HolmqvistYves Van Vaerenbergh

Excusez-moi, je n'ai pas compris: the impact of language differences on service encounter evaluations

Yves Van VaerenberghJonas Holmqvist

Introducing language into service encounters

Jonas HolmqvistYves Van Vaerenbergh

The impact of brand name placement in song lyrics on brand attitudes: does the attitude toward the artist matter?

Yves Van VaerenberghDieneke Van de SompelNeal Van LoockIris Vermeir

Bookchapter in Advances in advertising research : breaking new grounds in theory and practice

2010

Did you hear it on the radio? : the effectiveness of brand name placement in song lyrics

Yves Van VaerenberghDieneke Van de SompelNeal Van LoockIris Vermeir

The different impact of customer recovery and process recovery communication on controllability and stability attributions

Yves Van VaerenberghBart LarivièreIris Vermeir

The impact of informing complaining and noncomplaining customers of process recoveries on customer satisfaction and attitudinal loyalty

Yves Van VaerenberghIris VermeirBart Larivière

The role of attitude ambivalence on customers' reactions to product failures

Yves Van VaerenberghNico HeuvinckIris Vermeir

Why do process recovery communications work? Investigating the mediating role of stability attributions and perceived relationship investment

Yves Van VaerenberghBart LarivièreIris Vermeir

2009

An experimental investigation of customer reactions to process recovery communications

Yves Van VaerenberghBart LarivièreIris Vermeir

An experimental investigation of customer reactions to process recovery communications

Yves Van VaerenberghBart LarivièreIris Vermeir

Because customers want to, need to, or ought to?: a longitudinal analysis of the impact of commitment on share-of-wallet

Yves Van VaerenberghBart LarivièreIris Vermeir

Enhancing non-complainers' relationship quality by communicating process recoveries

Yves Van VaerenberghIris VermeirBart Larivière