References of "Van Riel, Allard"
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See detailDelivering bad news to customers: The role of employee emotional and technical competences
Delcourt, Cécile ULg; Van Riel, Allard ULg; van Birgelen, Marcel et al

Conference (2011, July)

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See detailFidélité et Substitution : Effets de l’Etendue et de la Durée des Ruptures de Stock sur le Comportement du Consommateur
Brandt, Céline ULg; Pahud de Mortanges, Charles ULg; Van Riel, Allard ULg

Conference (2011, May)

Our research presents three types of stock outs: the traditional stock out, the prolonged stock out and the brand prolonged stock out. The research question is as follows: « Is the consumer going to stay ... [more ▼]

Our research presents three types of stock outs: the traditional stock out, the prolonged stock out and the brand prolonged stock out. The research question is as follows: « Is the consumer going to stay loyal to the store by choosing a substitute or is he going to chose another retail store? » [less ▲]

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See detailEMOCOMP! A customer based scale for measuring emotional competences in service employees
Delcourt, Cécile ULg; Van Riel, Allard ULg; van Birgelen, Marcel et al

E-print/Working paper (2010)

Detailed reference viewed: 23 (1 ULg)
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See detailPerceived logistics service quality driven store Loyalty
Hammedi, Wafa ULg; Van Riel, Allard ULg; Semeijn, Janjaap

Poster (2009, July)

Detailed reference viewed: 93 (12 ULg)
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See detailLINKING CONTACT EMPLOYEE EMOTIONAL INTELLIGENCE TO CUSTOMER PERCEPTIONS
Delcourt, Cécile ULg; Van Riel, Allard ULg; Birgelen, Marcel

Conference (2009)

Contact employees play a critical role in creating favorable customer perceptions. We aim to understand to which extent contact employee emotional intelligence relates to customer perceptions of rapport ... [more ▼]

Contact employees play a critical role in creating favorable customer perceptions. We aim to understand to which extent contact employee emotional intelligence relates to customer perceptions of rapport, and their satisfaction and behavioral intentions. We developed a causal model and tested it with PLS. We found that customer perceptions of contact employee emotional intelligence influence their perceptions of rapport. In turn, rapport influences cognitive and emotional satisfaction. Both types of satisfaction lead to behavioral intentions. In order to improve customer perceptions of rapport, managers could focus on contact employees’ emotional intelligence when hiring and training them. [less ▲]

Detailed reference viewed: 121 (13 ULg)
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See detailServices and Consumer Communities
Toussirot, Muriel ULg; Van Riel, Allard ULg

Poster (2008, August 25)

Detailed reference viewed: 37 (14 ULg)
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See detailAntecedents of Team Learning in New Product Development Teams
Ennabih, Abdessamad ULg; Van Riel, Allard ULg; Sasovova, Z.

Poster (2008, August 08)

Detailed reference viewed: 116 (2 ULg)
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See detailOnline Grocery Shopping: The Challenge of Home Delivery Service
Hammedi, Wafa ULg; Van Riel, Allard ULg

Poster (2008, July 14)

Detailed reference viewed: 96 (5 ULg)
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See detailMulti- Channel Service Management: How well Integrated are the Channels?
Liljander, V.; Pihlstrom, M.; Van Riel, Allard ULg

Poster (2008, July 14)

Detailed reference viewed: 25 (2 ULg)
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See detailM- Service Value Perceptions and Customer Loyalty
Pihlstrom, M.; Liljander, V.; Van Riel, Allard ULg

Poster (2008, July 14)

Detailed reference viewed: 16 (0 ULg)
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See detailTechnology readiness and the evaluation and adoption of self-service technologies
Van Riel, Allard ULg; Liljander, Veronica; Gillberg, Filippa et al

in Journal of Retailing and Consumer Services (2006), 13(3), 177-191

s companies struggle to persuade their customers to adopt new self-service technologies (SSTs), it has become increasingly important to understand the factors affecting customers’ attitudes towards these ... [more ▼]

s companies struggle to persuade their customers to adopt new self-service technologies (SSTs), it has become increasingly important to understand the factors affecting customers’ attitudes towards these SSTs and their adoption behaviour. Technology readiness (TR), i.e. the customer's mental readiness to accept new technologies, has been proposed as such a factor. TR comprises four dimensions: innovativeness, optimism, discomfort and insecurity. This article investigates the effects of TR on customers’ (1) attitudes towards using SST for airline check-in, (2) adoption of self-service check-in, and (3) evaluations of a new self-service check-in on the Internet, in terms of perceived service quality, satisfaction and loyalty. An empirical study was conducted among loyalty program customers of a European airline, having access to Internet check-in. Data were collected with online and traditional mail surveys, resulting in 1258 usable responses. Analysis of the data revealed that only optimism and innovativeness formed unique individual dimensions. Furthermore, TR had surprisingly little impact on customer attitudes towards SST, on adoption behaviour, and on SST evaluations. Optimism explained consumer behaviour towards SSTs best, whereas innovativeness had only a marginal effect on attitudes towards using the Internet or a mobile phone to check-in. The article concludes with a discussion of the validity of the TR construct and suggestions for future research. Managerial implications are provided. [less ▲]

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See detailE-services and offline fulfillment: How loyalty is created
Semein, Janjaap; Van Riel, Allard ULg; Van Birgelen, Marcel

in Managing Service Quality (2005), 15(2), 182-194

Detailed reference viewed: 41 (0 ULg)
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See detailPolicy decisions and modal choice: An example from the European Union
Ribbink, Dina; Van Riel, Allard ULg; Semeijn, Janjaap

in Transportation Journal (2005), 44(1), 33-44

This study addresses the question of how trans-national regulations could stimulate environmentally friendly and socially responsible transportation. Three scenarios are developed for 2010, taking into ... [more ▼]

This study addresses the question of how trans-national regulations could stimulate environmentally friendly and socially responsible transportation. Three scenarios are developed for 2010, taking into account various costs related to road, rail, and inland waterway transportation, including costs to society and environmental costs. The attractiveness of different containerized transport modes is calculated for a representative freight corridor in the European Union. The modal split is adjusted for the capacity limitations of the different modes. Analysis of the results reveals that dedicated cargo rail and inland waterways, the two more socially responsible transportation modes, are already relatively attractive to shippers, but lack sufficient capacity to deal with forecasted demand. Further legislative interventions, such as increased taxation, would therefore only increase the financial burden to shippers and society. Important investments appear necessary for the further development of dedicated cargo rail and inland waterways. [less ▲]

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See detailExtending electronic portals with new services: Exploring the usefulness of brand extension models
Van Riel, Allard ULg; Ouwersloot, Hans

in Journal of Retailing and Consumer Services (2005), 12(4), 245-254

Detailed reference viewed: 37 (0 ULg)