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Onderzoeker
Yves Van Vaerenbergh
Profiel
Projecten
Publicaties
Activiteiten
Prijzen & Erkenningen
34
Resultaten
2019
Language discordance and technological mediation in healthcare service encounters : a contrastive experiment
July De Wilde
Ellen Van Praet
Yves Van Vaerenbergh
Hoofdstuk in een boek
in
Technology mediated service encounters
2019
2014
A meta-analysis of relationships linking service failure attributions to customer outcomes
Yves Van Vaerenbergh
Chiara Orsingher
Iris Vermeir
Bart Larivière
A1
Artikel in een tijdschrift
in
JOURNAL OF SERVICE RESEARCH
2014
Consumers' Willingness to communicate in a second language : communicating in service settings
Jonas Bruneel
Yves Van Vaerenbergh
Christian Grönroos
A1
Artikel in een tijdschrift
in
MANAGEMENT DECISION
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
Artikel in een tijdschrift
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
Conferentie
2014
Examining the relationship between language divergence and word-of-mouth intentions
Yves Van Vaerenbergh
Jonas Holmqvist
A1
Artikel in een tijdschrift
in
JOURNAL OF BUSINESS RESEARCH
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
Conferentie
2014
Turning customer feedback into gold: challenges and hindrances
Katrien Verleye
Yves Van Vaerenbergh
C3
Conferentie
2014
2013
Consumer willingness to communicate in a second language: communicating in service settings
Jonas Holmqvist
Yves Van Vaerenbergh
Christian Grönroos
C3
Conferentie
2013
Perceived importance of native language use in service encounters
Holmqvist Jonas
Yves Van Vaerenbergh
A1
Artikel in een tijdschrift
in
SERVICE INDUSTRIES JOURNAL
2013
Service recovery's impact on customers next-in-line
Yves Van Vaerenbergh
Iris Vermeir
Bart Larivière
A1
Artikel in een tijdschrift
in
MANAGING SERVICE QUALITY
2013
Speak my language if you want my money : service language's influence on consumer tipping behavior
Yves Van Vaerenbergh
Jonas Holmqvist
A1
Artikel in een tijdschrift
in
EUROPEAN JOURNAL OF MARKETING
2013
The language backfire effect: do customers always prefer to be served in their strongest language?
Jonas Holmqvist
Yves Van Vaerenbergh
Micael Dahlèn
C1
Conferentie
2013
The language backfire effect: should service providers always serve customers in their strongest language?
Jonas Holmqvist
Yves Van Vaerenbergh
Micael Dahlèn
C3
Conferentie
2013
2012
Consumers' willingness to communicate in a second language
Jonas Holmqvist
Yves Van Vaerenbergh
C1
Conferentie
2012
Customer reactions to service failure and recovery encounters
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
Patrick Van Kenhove
Proefschrift
2012
Speak my language if you want me to come back! Service language's impact on return intentions
Yves Van Vaerenbergh
Jonas Holmqvist
C3
Conferentie
2012
Speak my language if you want my money: the impact of service language on consumer tipping behavior
Yves Van Vaerenbergh
Jonas Holmqvist
C3
Conferentie
2012
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 Heuvinck
Yves Van Vaerenbergh
Iris Vermeir
Maggie Geuens
C3
Conferentie
2012
The impact of language divergence on customer satisfaction
Yves Van Vaerenbergh
Jonas Holmqvist
C3
Conferentie
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
Artikel in een tijdschrift
in
JOURNAL OF SERVICE RESEARCH
2012
2011
Consumer language preferences in services: a matter of service-, person- or context-related characteristics?
Jonas Holmqvist
Yves Van Vaerenbergh
C3
Conferentie
2011
Excusez-moi, je n'ai pas compris: the impact of language differences on service encounter evaluations
Yves Van Vaerenbergh
Jonas Holmqvist
C3
Conferentie
2011
Introducing language into service encounters
Jonas Holmqvist
Yves Van Vaerenbergh
C1
Conferentie
2011
The impact of brand name placement in song lyrics on brand attitudes: does the attitude toward the artist matter?
Yves Van Vaerenbergh
Dieneke Van de Sompel
Neal Van Loock
Iris Vermeir
Hoofdstuk in een boek
in
Advances in advertising research : breaking new grounds in theory and practice
2011
2010
Did you hear it on the radio? : the effectiveness of brand name placement in song lyrics
Yves Van Vaerenbergh
Dieneke Van de Sompel
Neal Van Loock
Iris Vermeir
C1
Conferentie
2010
The different impact of customer recovery and process recovery communication on controllability and stability attributions
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
C3
Conferentie
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
Conferentie
2010
The role of attitude ambivalence on customers' reactions to product failures
Yves Van Vaerenbergh
Nico Heuvinck
Iris Vermeir
C3
Conferentie
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
Conferentie
2010
2009
An experimental investigation of customer reactions to process recovery communications
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
C3
Conferentie
2009
An experimental investigation of customer reactions to process recovery communications
Yves Van Vaerenbergh
Bart Larivière
Iris Vermeir
C3
Conferentie
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
Conferentie
2009
Enhancing non-complainers' relationship quality by communicating process recoveries
Yves Van Vaerenbergh
Iris Vermeir
Bart Larivière
C3
Conferentie
2009