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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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Understanding and managing customer relational benefits in services : a meta-analysis
Gremler, Dwayne D.; Van Vaerenbergh, Yves; Brüggen, … - In: Journal of the Academy of Marketing Science 48 (2020) 3, pp. 565-583
Persistent link: https://www.econbiz.de/10012290973
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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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Service recovery : an integrative framework and research agenda
Van Vaerenbergh, Yves; Orsingher, Chiara - In: Academy of Management perspectives : AMP 30 (2016) 3, pp. 328-346
Persistent link: https://www.econbiz.de/10011585542
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Language use in services : recent advances and directions for future research
Holmqvist, Jonas; Van Vaerenbergh, Yves; Grönroos, … - In: Journal of business research : JBR 72 (2017), pp. 114-118
Persistent link: https://www.econbiz.de/10011645519
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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