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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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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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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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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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Consumer willingness to communicate in a second language : communication in service settings
Holmqvist, Jonas; Van Vaerenbergh, Yves; Grönroos, … - In: Management decision : MD 52 (2014) 5, pp. 950-966
Persistent link: https://www.econbiz.de/10010387084
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Speak my language if you want my money : service language's influence on consumer tipping behavior
Van Vaerenbergh, Yves; Holmqvist, Jonas - In: European journal of marketing : EJM 47 (2013) 8, pp. 1276-1292
Persistent link: https://www.econbiz.de/10009787169
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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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The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan; Ray, Daniel; Trendel, Olivier; Van … - In: International journal of electronic commerce : IJEC 22 (2018) 3, pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
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Work more, pay more? : the impact of customer participation on customer pay-what-you-want payments
Van Vaerenbergh, Yves; Costers, Annelies; Van den … - In: Journal of service theory and practice 33 (2023) 6, pp. 820-841
Persistent link: https://www.econbiz.de/10014448122