Katrien Verleye

Katrien Verleye

Assistant Professor of Service Management

 

Contact:

 

E-mail: Katrien.Verleye@UGent.be

LinkedIn: KatrienVerleye

 

 

Research Interests:

 

Value co-creation and user innovation

New product and service development and service innovation

Service innovation networks, service (value) networks, service ecosystems

Service management – service management in healthcare

Teaching:

 

Methodology of Scientific Research in Management Sciences

Qualitative Data-Analysis with Nvivo

Service optimalisation

 

Publications:

 

link to Ghent University Academic Bibliography

 

Verleye, Katrien, Gemmel, P., & Rangarajan, D. (2016). Engaged Customers as Job Resources or Demands for Frontline Employees? Journal of Service Theory and Practice.

 

Verleye, Katrien. (2015). The quandary for service innovation in a network setting. Belgian Service Research Day, Abstracts. Presented at the Belgian Service Research Day.

 

Verleye, Katrien. (2015). The quandary for service innovation in a network setting: evidence from the home care sector. 1st European Health and Social Care Service Innovation Symposium, Abstracts. Presented at the 1st European Health and Social Care Service Innovation Symposium.

 

Verleye, Katrien, & Voets, J. (2015). Paradoxical tensions when developing service innovations in a network setting: a revelatory case from the home care sector. QUIS14 symposium, Abstracts. Presented at the QUIS14 symposium.

 

Verleye, Katrien, & De Keyser, A. (2015). The quandary of designing integrated service delivery systems: balancing the logics of all involved parties. Frontiers in Service Conference, Abstracts. Presented at the 24th Annual Frontiers in Service Conference.

Verleye, Katrien, & Voets, J. (2015). Paradoxical tensions when developing service innovations in a network setting. In Xiande Zhao, J. J. Zhang, & H. J. Han (Eds.), QUIS14 symposium, Proceedings : Accelerate the Impact of Service Research (pp. 92–101). Presented at the QUIS14 symposium : The 14th International Research Symposium on Service Excellence in Management.

 

Verleye, Katrien. (2015). The co-creation experience from the customer perspective: its measurement and determinants. JOURNAL OF SERVICE MANAGEMENT, 26(2), 321–342.

 

Trybou, J., De Caluwé, G., Verleye, K., Gemmel, P., & Annemans, L. (2015). The impact of professional and organizational identification on the relationship between hospital-physician exchange and customer-oriented behaviour of physicians. HUMAN RESOURCES FOR HEALTH, 13.

 

Verleye, Katrien. (2014). Designing service interfaces for customer engagement in the creation of value. In J. Kandampully (Ed.), Customer experience management : enhancing experience and value through service management (pp. 73–97). USA: Kendal Hunt Publisher.

 

De Pourcq, Kaat, De Caluwé, G., Gemmel, P., Verleye, K., & Trybou, J. (2014). Economic and noneconomic physician-hospital exchange: impact on customer oriented behaviour and the moderating effects of organizational and professional identification. EHMA annual conference, Abstracts. Presented at the EHMA Annual conference 2014: Leadership in healthcare : from bedside to board, European Health Management Association (EHMA).

 

Verleye, Katrien, Gemmel, P., & Rangarajan, D. (2014). Managing engagement behaviors in a network of customers and stakeholders: evidence from the nursing home sector. JOURNAL OF SERVICE RESEARCH, 17(1), 68–84.

Verleye, Katrien, & Van Vaerenbergh, Y. (2014). Turning customer feedback into gold: challenges and hindrances. AMA SERVSIG 2014, Abstracts. Presented at the AMA SERVSIG 2014.

 

Verleye, K. (2013). Ready for a co-creative economy? Implications of customer engagement in value creation for high-contact and technology-based service interfaces. University Press.

 

Verleye, K., & Gemmel, P. (2013). The impact of customer engagement behaviors on job engagement among service employees: cross-level moderation by customer orientation. 13th annual international research symposium on service excellence in management, Abstracts. Presented at the 13th International Research Symposium on Service Excellence in Management (QUIS13 - 2013).

 

Verleye, Katrien, Gemmel, P., & Rangarajan, D. (2012). Designing service interfaces in co-creation situations. 12th international research conference in service management, Abstracts. Presented at the 12th International Research Conference in Service Management.

 

Verleye, Katrien, & Gemmel, P. (2011). Innovation in the elderly care sector: at the edge of chaos. JOURNAL OF MANAGEMENT & MARKETING IN HEALTHCARE, 4(2), 122–128.

 

Verleye, Katrien, & Zeithaml, V. (2011). The co-creation experience from the customer perspective: an experiment in designing compelling environments. Proceedings of the Frontiers in Service Conference. Presented at the 20th Annual Frontiers in Service Conference.

 

Verleye, Katrien, Gemmel, P., & Rangarajan, D. (2011). Why indirect customers deserve managers’ attention: a quantitative and qualitative study on indirect customer engagement behavior. 12th annual international research symposium on service excellence in management, Abstracts. Presented at the 12th Annual International Research Symposium on Service Excellence in Management (QUIS12 - 2011).

 

Gemmel, P., & Verleye, K. (2010). Emotional attachment to a hospital: bringing employees and customers into the engagement zone. ( , Ed.)THE JOURNAL OF APPLIED MANAGEMENT AND ENTREPRENEURSHIP, 15(3), 78–93.

 

Gemmel, P., & Verleye, K. (2010). Service management voor zorgorganisaties. Business & Economics. Brugge: Die Keure.

Verleye, K., & Gemmel, P. (2009). Innovation in the elderly care sector: at the edge of chaos. Leuven, Belgium: Flanders District of Creativity.

 

Gemmel, P., & Verleye, K. (2009). Manage the human sigma in the hospital. In B. Stauss, S. W Brown, B. Edvardsson, & R. Johnston (Eds.), Moving forward with service quality, QUIS11 (pp. 140–149). Presented at the QUIS11 Moving Forward with Service Quality, Wolfsburg, Germany: Print Services, Volkswagen AG.

 

 

Awards & Research Grants:

 

Special Research Fund of Ghent University awarded a three-year postdoctoral fellowship to study service innovation networks in the healthcare industry (January 2015 – December 2017)

 

Highly Commended Award winner of the 2013 Emerald/EFMD Outstanding Doctoral Research Awards in the Marketing Research category

 

Doctoral fellowship in Management Science from Intercollegiate Center for Management Science (I.C.M.), which involved a one-year stay at University of North Carolina at Chapel Hill, USA (October 2009 – April 2013)

 

Research funding from Flanders District of Creativity (FDC) to study innovation in the elderly care sector (January 2008 – May 2009)