Fidélité et Substitution : Effets de l’Etendue et de la Durée des Ruptures de Stock sur le Comportement du Consommateur

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 ▲]

Services and Consumer Communities

Poster (2008, August 25)

Antecedents of Team Learning in New Product Development Teams

Poster (2008, August 08)

Multi- Channel Service Management: How well Integrated are the Channels?

Poster (2008, July 14)

Knowledge Sharing between new service development teams: the roles of organizational and project climate

Poster (2008, July 09)

Technology readiness and the evaluation and adoption of self-service technologies

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 ▲]

Policy decisions and modal choice: An example from the European Union

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 ▲]

Extending electronic portals with new services: Exploring the usefulness of brand extension models

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

Online travel service quality: The role of pre-transaction services

in Total Quality Management & Business Excellence (2004), 15(4), 475-493

High-Technology Service Innovation Success: A Decision-Making Perspective

in Journal of Product Innovation Management (2004), 21(5), 348-359