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Van Riel Allard

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Main Referenced Co-authors
Delcourt, Cécile  (5)
Hammedi, Wafa  (5)
Sasovova, Z. (4)
Semeijn, Janjaap (4)
Gremler, Dwayne (3)
Main Referenced Keywords
Services (6); e-services (4); Brand Extensions (2); Decision-Making (2); Innovation (2);
Main Referenced Unit & Research Centers
INNOV (11)
HEC ULiège (1)
Main Referenced Disciplines
Marketing (16)
Strategy & innovation (11)
Special economic topics (health, labor, transportation...) (1)

Publications (total 28)

The most downloaded
2050 downloads
Semein, J., Van Riel, A., & Van Birgelen, M. (2005). E-services and offline fulfillment: How loyalty is created. Managing Service Quality, 15 (2), 182-194. https://hdl.handle.net/2268/117132

The most cited

374 citations (Scopus®)

Van Riel, A., & Liljander, V. (2001). Exploring Consumer Evaluations of e-Services: A Portal Site. International Journal of Service Industry Management, 12 (4), 359-377. doi:10.1108/09564230110405280 https://hdl.handle.net/2268/1286

Nizette, F., Steils, N., Hammedi, W., & Van Riel, A. (2023). Role of Explainable AI on recommendation trust and adoption [Paper presentation]. Frontiers in Service, Maastricht, Netherlands.
Peer reviewed

Delcourt, C., Van Riel, A., van Birgelen, M., & Gremler, D. (July 2011). Delivering bad news to customers: The role of employee emotional and technical competences [Paper presentation]. European Institute of Retailing and Services Studies, San Diego, United States.

Brandt, C., Pahud de Mortanges, C., & Van Riel, A. (May 2011). Fidélité et Substitution : Effets de l’Etendue et de la Durée des Ruptures de Stock sur le Comportement du Consommateur [Paper presentation]. Le 27e Congrès de l'association française du marketing, Bruxelles, Belgium.

Delcourt, C., Van Riel, A., van Birgelen, M., & Gremler, D. (May 2011). The emotional competence of service contact employees. Effects on rapport, customer satisfaction and loyalty [Paper presentation]. Association Française du Marketing, Brussels, Belgium.

Delcourt, C., Van Riel, A., van Birgelen, M., & Gremler, D. (2010). EMOCOMP! A customer based scale for measuring emotional competences in service employees. ORBi-University of Liège. https://orbi.uliege.be/handle/2268/160252.

Hammedi, W., Van Riel, A., & Semeijn, J. (July 2009). Perceived logistics service quality driven store Loyalty [Poster presentation]. 16th international conference on Recent Advances in Retailing and Services Science, Niagara Falls, Canada.

Delcourt, C., Van Riel, A., & Birgelen, M. (July 2009). Linking Frontline Employees’ Emotional Intelligence to Customer Perceptions in a Service Delivery Context [Paper presentation]. The European Institute of Retailing and Service Studies, Niagara, Canada.

Delcourt, C., Van Riel, A., & Birgelen, M. (2009). LINKING CONTACT EMPLOYEE EMOTIONAL INTELLIGENCE TO CUSTOMER PERCEPTIONS [Paper presentation]. Quality in Services 11, Wolfsburg, Germany.

Toussirot, M., & Van Riel, A. (25 August 2008). Services and Consumer Communities [Poster presentation]. 3rd Doctoral Summer School in Services Engineering and Management, Helsinki, Finland.

Ennabih, A., Van Riel, A., & Sasovova, Z. (08 August 2008). Antecedents of Team Learning in New Product Development Teams [Poster presentation]. Yearly Conference of The Academy of Management, 8-13 August, 2008, Anaheim, USA, Anaheim, USA, United States.

Hammedi, W., Van Riel, A., & Sasovova, Z. (08 August 2008). Reflexivity in the Service Innovation Screening Process: Effects on Decision- Making Outcomes [Poster presentation]. Yearly Conference of The Academy of Management, 8-13 August, 2008, Anaheim, USA, Anaheim, USA, United States.

Liljander, V., Pihlstrom, M., & Van Riel, A. (14 July 2008). Multi- Channel Service Management: How well Integrated are the Channels? [Poster presentation]. EIRASS 2008 Conference, Zagreb, Croatia.

Hammedi, W., & Van Riel, A. (14 July 2008). Online Grocery Shopping: The Challenge of Home Delivery Service [Poster presentation]. EIRASS 2008 Conference, Zagreb, Croatia.

Pihlstrom, M., Liljander, V., & Van Riel, A. (14 July 2008). M- Service Value Perceptions and Customer Loyalty [Poster presentation]. EIRASS 2008 Conference, Zagreb, Croatia.

Ennabih, A., Van Riel, A., & Sasovova, Z. (09 July 2008). Knowledge Sharing between new service development teams: the roles of organizational and project climate [Poster presentation]. EGOS Conference, Amsterdam, Netherlands.

Hammedi, W., Van Riel, A., & Sasovova, Z. (29 June 2008). The Role of Knowledge Processes in High technology services Screening process: An exploration [Poster presentation]. PDMA Conference, Hamburg, Germany.

Van Riel, A., Liljander, V., Gillberg, F., & Gummerus, J. (2006). Technology readiness and the evaluation and adoption of self-service technologies. Journal of Retailing and Consumer Services, 13 (3), 177-191. doi:10.1016/j.jretconser.2005.08.004
Peer Reviewed verified by ORBi

Ribbink, D., Van Riel, A., & Semeijn, J. (2005). Policy decisions and modal choice: An example from the European Union. Transportation Journal, 44 (1), 33-44.
Peer Reviewed verified by ORBi

Van Riel, A., Pahud de Mortanges, C., & Streukens, A. (2005). Marketing antecedents of industrial brand equity: An empirical investigation in specialty chemicals. Industrial Marketing Management, 34 (8), 841-847. doi:10.1016/j.indmarman.2005.01.006
Peer Reviewed verified by ORBi

Semein, J., Van Riel, A., & Van Birgelen, M. (2005). E-services and offline fulfillment: How loyalty is created. Managing Service Quality, 15 (2), 182-194.
Peer Reviewed verified by ORBi

Van Riel, A., & Ouwersloot, H. (2005). Extending electronic portals with new services: Exploring the usefulness of brand extension models. Journal of Retailing and Consumer Services, 12 (4), 245-254. doi:10.1016/j.jretconser.2004.07.003
Peer Reviewed verified by ORBi

Van Riel, A., Lemmink, J., Streukens, A., & Liljander, V. (2004). Boost Customer Loyalty With Online Support: The Case of Mobile Telecoms Providers. International Journal of Internet Marketing and Advertising, 1 (1), 4-23. doi:10.1504/ijima.2004.003687
Peer Reviewed verified by ORBi

Van Riel, A., Semeijn, J., & Pauwels, P. (2004). Online travel service quality: The role of pre-transaction services. Total Quality Management and Business Excellence, 15 (4), 475-493. doi:10.1080/1478336042000183578
Peer Reviewed verified by ORBi

Van Riel, A., & Lievens, A. (2004). New service development in high tech sectors: A decision making perspective. International Journal of Service Industry Management, 15 (1), 72-101. doi:10.1108/09564230410523349
Peer Reviewed verified by ORBi

Van Riel, A., Lemmink, J., & Ouwersloot, H. (2004). High-Technology Service Innovation Success: A Decision-Making Perspective. Journal of Product Innovation Management, 21 (5), 348-359. doi:10.1111/j.0737-6782.2004.00087.x
Peer Reviewed verified by ORBi

Van Riel, A., Semeijn, J., & Janssen, W. (2003). E-service quality expectations: a case study. Total Quality Management and Business Excellence, 14 (4), 437-450. doi:10.1080/1478336032000047255
Peer Reviewed verified by ORBi

Van Riel, A., & Liljander, V. (2001). Exploring Consumer Evaluations of e-Services: A Portal Site. International Journal of Service Industry Management, 12 (4), 359-377. doi:10.1108/09564230110405280
Peer Reviewed verified by ORBi

Van Riel, A., Lemmink, J., & Ouwersloot, H. (2001). Consumer Evaluations of Brand Extensions: Differences between Goods and Services. Journal of Service Research, 3 (3), 220-231.
Peer Reviewed verified by ORBi

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