Publications and communications of Laurence Dessart

Kandil, O., Dessart, L., Standaert, W., & Bosma, M. (08 January 2024). A Framework to Improve the Digital Customer Experience in Complex Services. Services Marketing Quarterly, 45 (1), 25-54. doi:10.1080/15332969.2023.2294235

Etienne, E., Leclercq, A.-L., Remacle, A., Dessart, L., & Schyns, M. (15 July 2023). Perception of avatars nonverbal behaviors in virtual reality. Psychology and Marketing, 40 (11), 2464-2481. doi:10.1002/mar.21871

Dethier, F., Delcourt, C., & Dessart, L. (2023). Donor Perceptions of Nonprofit Organizations’ Transparency: Conceptualization and Operationalization. Nonprofit and Voluntary Sector Quarterly. doi:10.1177/08997640231211212

Ernens, S., Delcourt, C., Dessart, L., & Baiwir, L. (December 2022). Frontline Employees’ Attitude Toward Embodied Social Robots In Customer Service: An Integrative Framework And Empirical Test. Journal of Service Management Research, 6 (4). doi:10.5771/2511-8676-2022-4

Dessart, L., & Veloutsou, C. (July 2021). Augmenting brand community identification for inactive users: a uses and gratification perspective. Journal of Research in Interactive Marketing, 15 (3), 361-385. doi:10.1108/JRIM-11-2019-0191

Morgan-Thomas, A., Dessart, L., & Veloutsou, C. (December 2020). Digital ecosystem and consumer engagement: A socio-technical perspective. Journal of Business Research, 121, 713-723. doi:10.1016/j.jbusres.2020.03.042

Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2020). Brand negativity: a relational perspective on anti-brand community participation. European Journal of Marketing, 54 (7), 1761-1785. doi:10.1108/EJM-06-2018-0423

Dessart, L., & Pitardi, V. (November 2019). How stories generate consumer engagement: An exploratory study. Journal of Business Research, 104, 183-195. doi:10.1016/j.jbusres.2019.06.045

Dessart, L., Aldas-Manzano, J., & Veloutsou, C. (2019). Unveiling heterogeneous engagement-based loyalty in brand communities. European Journal of Marketing, 53 (3), 1854-1881. doi:10.1108/EJM-11-2017-0818

Dessart, L., & Duclou, M. (2019). Health and fitness online communities and product behaviour. Journal of Product and Brand Management, 28 (2), 188-199. doi:10.1108/JPBM-12-2017-1710

Dessart, L. (2017). Social media engagement: A model of antecedents and relational outcomes. Journal of Marketing Management, 33 (5-6), 375-399. doi:10.1080/0267257X.2017.1302975

Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2016). Capturing consumer engagement: duality, dimensionality and measurement. Journal of Marketing Management, 32 (5-6), 399-426. doi:10.1080/0267257X.2015.1130738

Dessart, L., & Pitardi, V. (2016). How Youtube Storytelling Can Win Consumers’ Hearts: the Case of Nivea. Advances in Consumer Research, 44, 728.

Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2014). Brand communities and anti-brand communities: similarities, differences and implications for managers. In N. Grigoriou & C. Veloutsou, Theoretical and Empirical Reflections in Marketing. Athens, Greece: ATINER.

Kandil, O., Standaert, W., & Dessart, L. (12 May 2023). A framework to improve the digital customer experience in a complex services context [Paper presentation]. Euregio 2023, Maastricht, Netherlands.