Bart Larivière

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Bart Larivière, David E. Bowen, Tor W. Andreassen et al. · Journal of Business Research · 2017 · 703 citations · Full text

Customer Satisfaction, Service Research, Service Study +11

Customer attrition analysis for financial services using proportional hazard models

Dirk Van den Poel, Bart Larivière · European Journal of Operational Research · 2003 · 411 citations

Customer Profitability, Customer Satisfaction, Financial Risk Management +10

Predicting customer retention and profitability by using random forests and regression forests techniques

Bart Larivière · Expert Systems with Applications · 2005 · 306 citations

Marketing Analytics, Customer Satisfaction, Customer Profitability +13

A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes

Yves Van Vaerenbergh, Chiara Orsingher, Iris Vermeir et al. · Journal of Service Research · 2014 · 242 citations

Customer Satisfaction, Behavioral Decision Making, Social Psychology +20

Value fusion

Bart Larivière, Herm Joosten, Edward C. Malthouse et al. · Journal of service management · 2013 · 165 citations

Customer Satisfaction, Digital Marketing, Value Theory +18