Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure
Delcourt, Cécile, Gremler, Dwayne D., van Riel, Allard C. R., van Birgelen, Marcel J. H.
Published in Journal of service research : JSR (01.02.2016)
Published in Journal of service research : JSR (01.02.2016)
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Value cocreation in service interactions: Dimensions and antecedents
Neghina, Carmen, Caniëls, Marjolein C. J., Bloemer, Josée M. M., van Birgelen, Marcel J. H.
Published in Marketing theory (01.06.2015)
Published in Marketing theory (01.06.2015)
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Explaining pro-environment consumer behavior in air travel
van Birgelen, Marcel, Semeijn, Janjaap, Behrens, Pia
Published in Journal of air transport management (01.03.2011)
Published in Journal of air transport management (01.03.2011)
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Value fusion: The blending of consumer and firm value in the distinct context of mobile technologies and social media
Larivière, Bart, Joosten, Herm, Malthouse, Edward C., van Birgelen, Marcel, Aksoy, Pelin, Kunz, Werner H., Huang, Ming‐Hui
Published in Journal of service management (01.01.2013)
Published in Journal of service management (01.01.2013)
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Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport
Delcourt, Cécile, Gremler, Dwayne D., van Riel, Allard C.R., van Birgelen, Marcel
Published in Journal of service management (01.01.2013)
Published in Journal of service management (01.01.2013)
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Moments of sorrow and joy: An empirical assessment of the complementary value of critical incidents in understanding customer service evaluations
Odekerken‐Schröder, Gaby, van Birgelen, Marcel, Lemmink, Jos, de Ruyter, Ko, Wetzels, Martin
Published in European journal of marketing (01.01.2000)
Published in European journal of marketing (01.01.2000)
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Marketing service relationships: the role of commitment
Wetzels, Martin, de Ruyter, Ko, van Birgelen, Marcel
Published in The Journal of business & industrial marketing (01.08.1998)
Published in The Journal of business & industrial marketing (01.08.1998)
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Value fusion
Larivière, Bart, Joosten, Herm, Malthouse, Edward C, van Birgelen, Marcel, Aksoy, Pelin, Kunz, Werner H, Huang, Ming-Hui
Published in International journal of service industry management (14.06.2013)
Published in International journal of service industry management (14.06.2013)
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Communication channel consideration for in-home services
van Birgelen, Marcel, Dellaert, Benedict G.C, de Ruyter, Ko
Published in International journal of service industry management (20.04.2012)
Published in International journal of service industry management (20.04.2012)
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Consumer ethnocentrism in international services marketing
de Ruyter, Ko, van Birgelen, Marcel, Wetzels, Martin
Published in International business review (01.04.1998)
Published in International business review (01.04.1998)
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