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Bart Larivière · Study

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Bart Larivière

22 works· latest 2022· 2 institutionscluster: provisionalORCID 0000-0003-3219-4447

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Citations3,090

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Most cited in this library

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers2017 · 778 citations
Customer attrition analysis for financial services using proportional hazard models2003 · 430 citations
Predicting customer retention and profitability by using random forests and regression forests techniques2005 · 308 citations
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes2014 · 279 citations
Value fusion2013 · 166 citations

Works

22 shown

Pathways to Service System Smartness for Firms

Journal of Service Research·2022·4 authors·Open access

14citations

Piloting personalization research through data-rich environments: a literature review and future research agenda

Journal of service management·2022·4 authors·Open access

22citations

People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms

Journal of service management·2022·2 authors

39citations

A neurophysiological exploration of the dynamic nature of emotions during the customer experience

Journal of Retailing and Consumer Services·2020·6 authors

68citations

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Journal of Business Research·2017·8 authors·Open access

778citations

Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties and happiness

Journal of Business Research

·2015

·4 authors

74citations

Modeling Heterogeneity in the Satisfaction, Loyalty Intention, and Shareholder Value Linkage: A Cross-Industry Analysis at the Customer and Firm Levels

Journal of Marketing Research·2015·6 authors

82citations

Perceptions are relative

Journal of service management·2015·7 authors

59citations

A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes

Journal of Service Research·2014·4 authors·review

279citations

The cumulative effect of satisfaction with discrete transactions on share of wallet

Journal of service management·2014·5 authors

30citations

How technical and functional service quality drive consumer happiness

Journal of service management·2014·2 authors

83citations

A longitudinal examination of customer commitment and loyalty

Journal of service management·2014·5 authors

81citations

Service recovery's impact on customers next-in-line

Managing Service Quality·2013·3 authors·Open access

61citations

Journal of service management·2013·7 authors

166citations

Value Fusion: The Blending of Consumer and Firm Value in the Distinct Context of Mobile Technologies and Social Media

SSRN Electronic Journal·2013·7 authors·preprint·Open access

18citations

A Cross-national Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries

Journal of Interactive Marketing·2012·4 authors

95citations

The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions

Journal of Service Research·2012·3 authors

133citations

Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitability

Journal of Service Research·2008·1 author·Open access

73citations

Predicting customer retention and profitability by using random forests and regression forests techniques

Expert Systems with Applications·2005·2 authors

308citations

Investigating the post-complaint period by means of survival analysis

Expert Systems with Applications·2005·2 authors·Open access

38citations

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·2004·2 authors

159citations

Customer attrition analysis for financial services using proportional hazard models

European Journal of Operational Research·2003·2 authors

430citations