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The service recovery journey : conceptualization, integration, and directions for future research
Van Vaerenbergh, Yves; Varga, Dorottya; De Keyser, Arne; … - In: Journal of service research 22 (2019) 2, pp. 103-119
Persistent link: https://www.econbiz.de/10012005787
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Beyond the snafu : research directions in customer experience-led business transformation
De Keyser, Arne; Van Vaerenbergh, Yves - In: AMS review : official publication of the Academy of … 14 (2024) 1/2, pp. 144-157
Persistent link: https://www.econbiz.de/10014584115
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Assessing the additional impact of process recovery communications on customer outcomes: a comprehensive service recovery approach
Van Vaerenbergh, Yves; Larivière, Bart; Vermeir, Iris - 2009
Persistent link: https://www.econbiz.de/10003854104
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Van Vaerenbergh, Yves; Larivière, Bart; Vermeir, Iris - In: Journal of service research : JSR 15 (2012) 3, pp. 262-279
Persistent link: https://www.econbiz.de/10009578293
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Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves; Vermeir, Iris; Larivière, Bart - In: Managing service quality : MSQ ; an international journal 23 (2013) 6, pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
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A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves; Orsingher, Chiara; Vermeir, Iris; … - In: Journal of service research : JSR 17 (2014) 4, pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
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Consumer reactions to paid versus unpaid brand name placement in song lyrics
Van Vaerenbergh, Yves - In: The journal of product & brand management 26 (2017) 2, pp. 151-158
Persistent link: https://www.econbiz.de/10011700742
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The impact of brand name placement in song lyrics on brand attitudes : does the attitude toward the artist matter?
Van Vaerenbergh, Yves; Sompel, Dieneke Van de; Loock, … - In: Breaking new ground in theory and practice, (pp. 21-33). 2011
Persistent link: https://www.econbiz.de/10009380037
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Perceived importance of native language use in service encounters
Holmqvist, Jonas; Van Vaerenbergh, Yves - In: The service industries journal 33 (2013) 15/16, pp. 1659-1671
Persistent link: https://www.econbiz.de/10010229400
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Examining the relationship between language divergence and word-of-mouth intentions
Van Vaerenbergh, Yves; Holmqvist, Jonas - In: Journal of business research : JBR 67 (2014) 8, pp. 1601-1608
Persistent link: https://www.econbiz.de/10010379257