Yves Van Vaerenbergh
Assistant Professor of Marketing - Katholieke Universiteit Leuven
Customer Satisfaction and Loyalty
Language in Service Encounters
Research Project Economics and Management
Past: Market Research, Business-to-Business Marketing, Marketing Management, Workshop Marketing, Marketing Capita Selecta, Operational Marketing, Introduction to Logistics
Van Vaerenbergh, Y. and Holmqvist, J. (2014), "Examining the Relationship Between Language Divergence and Word-of-Mouth Intentions," Journal of Business Research, forthcoming.
Van Vaerenbergh, Y., De Keyser, A. and Larivière, B. (2014), "Customer Intentions to Invoke Service Guarantees: Do Excellence in Service Recovery, Type of Guarantee and Cultural Orientation Matter?", Managing Service Quality, 24 (1), p. 45-62.
Holmqvist, J. and Van Vaerenbergh, Y. (forthcoming), “Perceived Importance of Native Language Use in High- and Low-Involvement Service Encounters”, Service Industries Journal.
Van Vaerenbergh, Y., Vermeir, I, and Larivière, B, (2013), “Service recovery’s impact on customers next-in-line,” Managing Service Quality, 23 (6), p. 495-512.
Van Vaerenbergh, Y.; Lariviere, B. and Vermeir, I. (2012), “The Impact of Process Recovery Communication on Satisfaction, Repurchase Intentions and Word-of-Mouth Intentions”, Journal of Service Research, 15(3), p. 262-279.
Van Vaerenbergh, Y. and Thomas, T. (2013), “Response Styles: A Literature Review of Antecedents, Consequences, and Remedies”, International Journal of Public Opinion Research, 25(2), 195-217.
Van Vaerenbergh, Y. and Holmqvist, J., (2013), “Speak my Language if You Want my Money: Service Language’s Influence on Consumer Tipping Behavior”, European Journal of Marketing,47(8), 1276-1292.
Van Vaerenbergh, Y.; Van de Sompel, D.; Van Loock, N. and Vermeir, I. (2011), “The Impact of Brand Name Placement in Song Lyrics on Brand Attitudes: Does the Attitude Toward the Artist Matter?”, in: Okazaki, S. (Ed.), Advances in Advertising Research Volume 2 – Breaking New Ground in Theory and Practice, Gabler Verlag Publishers, 21-33.
Honors and awards:
Finalist for the best paper award based on a doctoral dissertation, European Marketing Academy Conference 2012
Finalist for the Susan P. Douglas best paper award on International Marketing, European Marketing Academy Conference 2012
Finalist for the best paper award, International Conference On Research In Advertising (ICORIA) conference 2010