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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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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
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Customer experience management in the age of big data analytics : a strategic framework
Holmlund, Maria; Van Vaerenbergh, Yves; Ciuchita, Robert; … - In: Journal of business research : JBR 116 (2020), pp. 356-365
Persistent link: https://www.econbiz.de/10012257620
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Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon; Van Vaerenbergh, Yves; Armirotto, Vincent - In: Journal of business research : JBR 74 (2017), pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
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Language discordance and technological facilitation in health care service encounters : a contrastive experiment
De Wilde, July; Praet, Ellen van; Van Vaerenbergh, Yves - In: Technology mediated service encounters, (pp. 17-43). 2019
Persistent link: https://www.econbiz.de/10012057340
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The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas; Van Vaerenbergh, Yves; Lunardo, Renaud; … - In: Journal of retailing 95 (2019) 2, pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
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Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves; Hazée, Simon; Costers, Annelies - In: Marketing letters : a journal of research in marketing 29 (2018) 4, pp. 465-483
Persistent link: https://www.econbiz.de/10011964332