Bart Larivière

Bart Larivière

Associate Professor of Service Management - Founder of the Center for Service Intelligence

 

Contact:

 

E-mail: Bart.Lariviere@UGent.be

LinkedIn: bartlariviere

 

Research Interests:

 

Customer Satisfaction and Loyalty

Customer Experience Management

Multichannel Management

Service Failure/Recovery

Servicescape Remodelling

Service Climate

Servitization / Service Infusion

Data Mining & Modeling

 

Teaching:

 

Research Methodology

General Methodology of Scientific Research in Management Sciences

Quality Management for Public Organisations

Service Implementation

 

Publications:

 

Journal Articles

 

Aksoy, L., Hogreve, J., Larivière, B., Ordanini, A., and Orsingher, C. (2015, forthcoming), “Relative Measures in Service Research,” Journal of Services Marketing, forthcoming

 

Van Vaerenbergh, Y., Orsingher, C., Vermeir, I., and Larivière, B. (2014), “A Meta- Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes,” Journal of Service Research, 17 (4), 381-398.

 

Aksoy, L., Buoye, A., Cooil, B., De Keyser, A., Keiningham, T.L., Larivière, B., and Malthouse, E.C. (forthcoming), “Perceptions Are Relative: An Examination of the Relationship between Relative Satisfaction Metrics and Share of Wallet”, Journal of Service Management, forthcoming

An earlier version of this paper won the Best Practitioner Presentation Award, Frontiers in Service Conference (2013)

 

Aksoy, L., Keiningham, T.L., Buoye, A., Larivière, B. ,Williams, L. and Wilson, I. (forthcoming), “Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties, and happiness,” Journal of Business Research, forthcoming

 

Keiningham, Aksoy, L., Malthouse, E.C., Buoye, A. and Larivière, B., (2014), “The Cumulative Effect of Satisfaction with Discrete Transactions on Share of Wallet,” Journal of Service Management, 25 (3), 310-333.

An earlier version of this paper was Finalist Best Paper Award, ICORIA Conference (2011)

 

Van Vaerenbergh, Y., De Keyser, A., and Larivière, B., (2014), “Customer Intentions to Invoke Conditional versus Unconditional Service Guarantees: Do Excellence in Service Recovery and Cultural Orientation Matter?,” Managing Service Quality, 24 (1), 45-62.

 

Larivière, B, Keiningham, T.L., Cooil, B., Aksoy, L., and Malthouse, E.C. (2014), “A Longitudinal Examination of the Three-Component Model of Customer Commitment and Loyalty: The Importance of Identifying Customer Segments and Using Panel Survey Data,” Journal of Service Management, 25 (1), 75-100.

An earlier version of this paper won the Best Practitioner Presentation Award, Frontiers in Service Conference (2009)

 

De Keyser, A. and Larivière, B. (2014), “Technical and Functional Service Quality as Drivers of Consumer Happiness: The Moderating Influence of Channel Usage,” Journal of Service Management, 25 (1), 30-48.

Winner Best Doctoral Services Paper, Positive Marketing Conference (2013)

 

Van Vaerenbergh, Y., Vermeir, I., and Larivière, B. (2013), “Service recovery’s impact on customers next-in-line,” Managing Service Quality, 23 (6), 495-512.

Winner MSQ Outstanding Paper Award of 2013

 

Larivière, B., Joosten, H., Malthouse, E.C., Van Birgelen, M., Aksoy, P., Kunz,W., and Ming-Hui,M. (2013), "Value Fusion: The Blending of Consumer and Firm Value in the Distinct Context of Mobile Technologies and Social Media,” Journal of Service Management, 24 (3), 268-293.

Highly Commended Paper Award for the Journal of Service Management 2013 Robert Johnston Award

 

Aksoy, L., Buoye, A., Aksoy, P., Larivière, B., and Keiningham, T.L (2013), “A Cross- National Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries,” Journal of Interactive Marketing, 27 (1), 74-82.

 

Yves Van Vaerenbergh, Y, Larivière, B., and Vermeir I. (2012) “The Impact of Process Recovery Communications on Customer Satisfaction, Repurchase Intentions and Word-of- Mouth Intentions,” Journal of Service Research, 15 (3), 262-279.

 

Larivière, B., Aksoy, L., Cooil, B., and Keiningham, T.L. (2011) “Does Satisfaction Matter More if a Multichannel Customer Is also a Multicompany Customer?,” Journal of Service Management.(formerly: Industrial Journal of Service Industry Management), 22 (1), 39-66.

 

Larivière, B. (2008) “Linking perceptual and behavioral customer metrics to multiperiod customer profitability: A comprehensive service-profit chain application,” Journal of Service Research, 11 (1), 3-21.

Lead Article

Finalist Journal of Service Research Best Article Award

 

Larivière, B. and Van den Poel, D. (2007). “Banking Behaviour after the lifecycle event of “moving in together”: An exploratory study of the role of marketing investments,” European Journal of Operational Research, 183 (1), 345-369.

 

Larivière, B. and Van den Poel, D. (2005). “Investigating the post-complaint period by means of survival analysis,” Expert Systems with Applications, 29 (3), 667-677.

 

Larivière, B. and Van den Poel, D. (2005). “Predicting customer retention and profitability by using random forests and regression forests techniques,” Expert Systems with Applications, 29 (2), 472-484.

 

Van den Poel, D. and Larivière, B. (2004). “Customer attrition analysis for financial services using proportional hazard models,” European Journal of Operational Research, 157 (1), 196-217.

 

Larivière, B. and Van den Poel, D. (2004). “Investigating the role of product features in preventing customer churn, by using survival analysis and choice modeling: The case of financial services,” Expert Systems with Applications, 27 (2), 277-285.

 

 

 

Publications in refereed books

 

Larivière, B. and Van den Poel, D. (2004). The impact of product features and intermediaries on customer retention. In: Ebecken, N.F.F.F.E., Brebbia, C.A. and Zanasi, A. (eds.): Data Mining IV, Wit Press, 337-346. ISBN: 1-85312-806-6.

 

 

 

Publications in non-refereed journals

 

Larivière, B. and Van den Poel, D. (2002). “Retentie als middel voor winstoptimalisatie voor financiële instellingen,” Marketeer, 9 (April), 20-21.

 

 

 

Publications in non-refereed books

 

Larivière, B. and Vandousselaere, S. (2014). Fostering Experiences for Servitizing Firms: The Case of the Automobile Industry. In: J. Kandampully (ed.), Customer experience management: enhancing experience and value through service management. USA: Kendal Hunt Publisher.

 

Keiningham, T. L., Aksoy, L., De Keyser, A., Larivière, B., Buoye, A. and Williams, L. (2014), “It’s not your score that matters: The importance of relative metrics,” in Handbook of Service Marketing Research, Roland Rust and Ming-Hui Huang eds., Cheltenham, UK: Edward Elgar Publishing



Larivière, B., Gemmel, P., De Wulf, K., & Verleye, K. (2013). Customer attitudes and behaviors towards service firms. In: B. Van Looy, P. Gemmel, & R. Van Dierdonck (Eds.), Service Management: An Integrated Approach (third edition). London: Prentice Hall., pag 280-302.

 

Larivière, B. (2010) Introductory case study: “Marketingmanagement bij AXA” in Chapter 4: “Klantwaarde, klanttevredenheid en klantbehoud”. In: “Marketing Management: De Essentie” by Philip Kotler and Kevin Lane Keller (Dutch version and translation by: Henry Robben, Maggie Geuens, Onno Ponfoort and Berenschot), Pearson Education, Amsterdam, 4e editie, pag 79-81.

 

Larivière, B. (2009) “Investeringen in service en klanttevredenheid moeten kwantificeerbaar en rendabel zijn! Trends en tips om over na te denken en te doen”; Bron: R. Duyck & C. Van Tilborgh (eds.), Marketing denken en doen, Marketingjaarboek 2009, Pimms NV, Kalmthout, pag 113-119.

 

Larivière, B. (2007) Introductory case study: “Marketingmanagement bij AXA” in Chapter 4: “Klantwaarde, klanttevredenheid en klantbehoud”. In: “Marketing Management: De Essentie” by Philip Kotler and Kevin Lane Keller (Dutch version and translation by: Henry Robben, Maggie Geuens and Berenschot), Pearson Education, Amsterdam, 3e editie, pag 75-77.

 

Honors and awards:

 

Winner of Best Practitioner Presentation Award (Taipe, Frontiers in Service Conference, 2013)

(with Lerzan Aksoy, Alexander Buoye, Bruce Cooil, Arne De Keyser, Timothy Keiningham, and Edward Malthouse)

 

Winner of the best doctoral services paper-award (NY, Conference for Positive Marketing, Fordham University, 2013)

(with Arne De Keyser)

 

Finalist Best Service Research Paper (NY, Conference for Positive Marketing, Fordham University, 2013)

 

Winner of Best Practitioner Presentation Award (Washington, Frontiers in Service Conference, 2012)

(with Lerzan Aksoy, Timothy Keiningham, Forrest Morgeson, Sunil Mithas, and Atakan Yalçin)

 

Finalist Best Paper Award 2011 (Berlin, International Conference on Research in Advertising, 2011)

(with Tim Keiningham, Lerzan Aksoy, Edward Malthouse, and Alex Buoye)

 

Finalist Journal of Service Research Best Article Award (2008)

 

Winner of Best Practitioner Presentation Award (Honolulu, Frontiers in Service Conference, 2009)

(with Tim Keiningham, Lerzan Aksoy and Bruce Cooil)

 

 

Service:

 

Editorial board member:

 

Journal of Service Research

Journal of Service Management

Journal of Service Theory and Practice

Journal of Service Marketing

 

 

Mentoring Officer of AMA SERVSIG (the Service Marketing Special Interest Group of the American Marketing Association)