Sandra Streukens

Hasselt University · Marketing Research Group (MAR)

Purpose The aim of this study is twofold: (1) to gain insight into the different perspectives on the relationship between patient and person centeredness and (2) to learn more about the differences between non-academic and academic stakeholders in the healthcare system. Design/methodology/approach This mixed-methods study includes a scoping review...

Multicollinearity, or the existence of excessive correlations among (combinations of) predictor variables, is a commonly encountered phenomenon that affects (PLS-SEM) parameter estimates. This chapter provides an extensive overview of multicollinearity, its consequences, detection, and possible solutions. Critical to this overview is the explicit d...

Studying the drivers of animal protein consumption (APC), beyond just meat consumption, is of great importance as reducing APC has a high potential to mitigate climate change and other environmental issues. One known determinant of food behavior is the social environment. However, in pro-environmental literature, social contacts' influence on meat...

For Gen Z, mobile apps largely equal 'self-service'. App vendors must understand key determinants of these users' value-in-use experience and customer engagement. Recent research highlights how usage context co-determines value-in-use experience. In this article, how the personal usage context affects app evaluation is theorized and empirically inv...

Purpose Following a contingency approach, this paper aims to understand when service automation can enhance or destroy value for customers in the frontline by (1) providing a comprehensive overview of factors that influence the value co-creation/co-destruction potential of service automation and (2) zooming in on the combination of service contexts...

Purpose Although consumers feel that the move toward service robots in the frontline so far was driven by firms' strive to replace human service agents and realize cost savings accordingly, the COVID-19 pandemic has led customers to appreciate frontline robots' ability to provide services in ways that keep them safe and protected from the virus. St...

The extant research suggests that entrepreneurial decision-making effectiveness is somehow influenced by the use of intuition and rationality, as well as entrepreneurs’ abilities to deal with combinations of (high levels of) environmental volatility and time pressure. However, previous research has been unable to identify how decision-makers should...

Prior research considers various aspects of customer participation (CP) which can be defined as customers’ contribution of effort, knowledge, information, or other resources to service production and delivery (Dong and Sivikumar 2017). However, actionable guidelines for customer participation management (CPM)—i.e., organizational actions and activi...

This chapter addresses two research questions. Overall, these two research objectives are rooted in a CEM-model that follows chain of effects between CEM initiatives, CE, and business performance. Within this context, the first research objective is related to the heart of CEM, which concerns the conceptualization of CE. In particular, the aim is t...

Importance-performance map analysis (IPMA) combines PLS-SEM estimates, indicating the importance of an exogenous construct’s influence on another endogenous construct of interest, with an additional dimension comprising the exogenous construct’s performance in a two-dimensional map. From a practical point of view, IPMA contributes to more rigorous...

Purpose This research examines whether explicitly communicating the customer’s resource integrating role in value propositions improves or diminishes value proposition effectiveness. Design/methodology/approach Based on existing research on value propositions, three effectiveness criteria are used: role clarity, expected customer value and purch...

Importance-performance map analysis (IPMA) combines PLS-SEM estimates, indicating the importance of an exogenous construct’s influence on another endogenous construct of interest, with an additional dimension comprising the exogenous construct’s performance in a two-dimensional map. From a practical point of view, IPMA contributes to more rigorous...

Purpose The purpose of this paper is to provide an illustrated step-by-step guideline of the partial least squares factorial structural equation modeling (PLS FAC-SEM) approach. This approach allows researchers to assess whether and how model relationships vary as a function of an underlying factorial design, both in terms of the design factors in...

Statistical inference, which relies on bootstrapping in partial least squares structural equation modeling (PLS-SEM), lies at the heart of developing practically relevant and academically rigorous theory. Inspection of PLS-SEM applications in European management research reveals that there is still much to be gained in terms of bootstrapping. This...

Purpose – The purpose of this paper is to provide insight into the decision process behind whether customers complain, and to identify the effects of the situational factor credence quality in this decision process. Design/methodology/approach – A quasi-experimental design is used in which scenarios are applied in combination with a survey to test...

Sensory marketing can be an efficient way to involve consumers in the store environment. Diffusing a pleasant ambient scent that matches with the store setting is often used to create pleasant shopping experiences. The aim of this study is to extend scent marketing research: (i) by examining the effect of pleasant ambient scent on the different dim...

FAC-SEM is a special type of multigroup analysis where the groups are structured as a factorial design. The aim of FAC-SEM is to assess how the path model parameters vary as a function of the dimensions of the underlying factorial design. As such, FAC-SEM offers researchers a unique opportunity to further understand their experimental data. This pa...

Despite the importance of customer value, considerable divergence of opinion exists on how to adequately conceptualize and measure this construct. In this study, four commonly used methods for measuring customer value (e.g., the methods proposed by Dodds, Monroe, and Grewal (1991), Gale (1994), Holbrook (1999), and Woodruff and Gardial (1996)) are...

In this paper, we link front line employees (FLE) to sales performance and second, develop a general model for optimizing FLE investment to maximize bottom line. In the first part, we investigate three person-environment antecedents to FLEs’ self-efficacy and its impact on objective sales performance directly and indirectly through FLE’s creativity...

Although previous research has underscored the significance of the personality traits of frontline employees (FLEs) in employee service behaviors, knowledge about customer preferences for FLE personality traits is lacking. This study responds to this gap in the literature, empirically assessing customers’ preferences for FLE personality traits. The...

Recent research in marketing in general and service logic in particular has indicated that the customer is responsible for his own value creation. The customer has to integrate the resources provided by the firm (goods, services) with other resources by applying his own skills. The customer thus acts as a resource integrator. This paper examines t...

Purpose – The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, to assess two competing perspectives regarding elaboration likelihood for the moderating impact of individual differences. Design/methodology/approach – A scenario-based survey was used...

Self check-outs, self-scanning, online ticket buying, designing your own shoes and dresses. Since co-production is seen as a source of competitive advantage, firms are more and more trying to involve the customer in their production process. But why are customers willing to co-produce? What is in it for them? Building on the notion of customer valu...

Value co-creation concerns the active participation of the customer in the creation of a unique offering. In both the academic and management literature co-creation is considered as an important source of competitive advantage. The benefits of co-creation include long-term customer-firm relationships due to enhanced productivity and improved custom...

The findings of a consumer survey (n = 206) confirm the impact of store personality and self-congruity on customer value. The hypothesized interaction effect between store personality and self-congruity is not supported, implying that store personality is valued by customers, regardless of whether the store’s personality matches the customer’s self...

Prevailing studies have demonstrated the importance of learning for an organization's innovation outcome. Both strategic management and strategic marketing theories have stressed the importance of continuously reinventing business models and creating new customer value. We extend these views by focusing on the impact of deliberate learning mechanis...

Obesity can lead to several severe health problems and has become a serious social health problem. Since 1980, the prevalence of obesity worldwide has doubled and according to recent data 15.5% of adults are obese in Europe. General practitioners (GP's) are well placed to counsel overweight and obese patients about their weight. In general, patient...

Fine fashion and fast fashion are ever converging. Just as consumers buy luxury fashion brands to express or enhance their self-image, so also can they patronize fashion stores with a self-congruent personality positioning. This article addresses the following research question: Do people use store personality traits to infer store patron personali...

Building upon recent advances in the organizational psychology literature, the authors aim to better understand the variables that underlie a customer’s intention to participate in the value creation process. More specifically, they investigate whether the recently recognized construct of Psychological Capital (PsyCap) can be extended to the custom...

Customer value has been considered a strategic imperative in the retail environment, since the customer is more value conscious than ever before (Sweeney and Soutar 2001). In this study, the authors investigate store personality as a potential source of value. Furthermore, they examine the mediating role of customer value in the relationship betwee...

Recently, academics have attributed a large part of alliance success to a firm's ability to successfully manage its alliances, also called its level of alliance management capability. We contribute to this growing body of literature by (1) verifying the impact of alliance management capability on alliance performance and (2) analyzing the drivers o...

Despite the importance of customer value, little agreement exists on how to best conceptualize and measure this construct. The most commonly used value measurement methods include those of Dodds, Monroe, and Grewal (1991), Gale (1994), Holbrook (1999), and Woodruff and Gardial (1996), yet they differ substantially in terms of dimensionality (one-di...

It is widely recognized that customer value is key to business success. However, considerable divergence of opinion exists on how to most adequately measure customer value. The authors compare four measurement methods (i.e., the methods of Dodds, Monroe, & Grewal; Gale; Woodruff & Gardial; and Holbrook) in terms of predictive ability of satisfactio...

Multi-attribute models are commonly used to assess customers’ evaluative judgments. Typically, the accompanying data are analyzed using regression-based techniques that require a priori specification of the functional form, apply to only a relatively restricted set of functional forms, and implicitly assume that positive and negative changes betwee...

It is widely recognized that customer value is key to business success. However, considerable divergence of opinion exists on how to most adequately measure customer value. The authors compare four measurement methods (i.e., the methods of Dodds, Monroe, & Grewal; Gale; Woodruff & Gardial; and Holbrook) in terms of predictive ability of satisfactio...

The current study models perceived justice with complaint handling as a formative construct and assesses its consequences in terms of both cognitive and affective outcomes (i.e. dual processes). The results of the empirical study provide an in-depth understanding how to design truly effective complaint management strategies.

Obesity has become a health problem in western Europe and Belgium. In Belgium, 54% of the males and 40% of the females are overweight. A high percentage of overweight kids endure teasing because of their weight. The effect of history of teasing on body dissatisfaction and the intention to eat healthy is studied. In a sample of 239 overweight and ob...

Purpose. To better understand the formation of customer attitudes and intentions to use technology-based customer complaining (TBCC) and the influence of individual and situational characteristics in this process. Design / Methodology / Approach. Building on information systems research (Technology Acceptance Model (TAM)) and consumer research (El...

The aim of the study was to test the relations between constructs from the self-determination theory (autonomous and controlled motivation), the theory of planned behaviour (attitudes, self-efficacy, and intentions), and behaviour change within a theoretically integrated model. Additionally, the aim was to test if these relations vary by behaviour...

The basic notion of relationship marketing entails that firms should strive for mutually beneficial customer relationships. By combining relationship marketing theory and operations research methods, this paper aims to develop and demonstrate a managerial decision-making model that business market managers can use to optimize and evaluate marketing...

Structural equation modeling (SEM) can be employed to emulate more traditional analysis techniques, such as MANOVA, discriminant analysis, and canonical correlation analysis. Recently, it has been realized that this emulation is not restricted to covariance-based SEM, but can easily be extended to components-based SEM, or partials least squares (PL...

Consistent with Vargo and Lusch’s (2004) premise that “the customer is always a co-producer”, understanding customer’s evaluations of the service encounter is crucial in managing the value co-creation process. Moreover, as service organizations increasingly rely on technology-mediated customer contact, there is a strong need for research that asse...

Purpose - The purpose of this paper is to investigate what discussants in internet based discussion forums talk about. Investigates electronic word of mouth (e-WOM) as a potential source of information for service innovation. The aim is to derive four core categories of unique dialogues that provide valuable information to service innovation. Desig...

Structural equation modeling (SEM) can be employed to emulate more traditional analysis techniques, such as MANOVA, discriminant analysis, and canonical correlation analysis. Recently, it has been realized that this emulation is not restricted to covariance-based SEM, but can easily be extended to components-based SEM, or partials least squares (PL...

Purpose The purpose of this paper is to investigate what discussants in internet based discussion forums talk about. Investigates electronic word of mouth (e‐WOM) as a potential source of information for service innovation. The aim is to derive four core categories of unique dialogues that provide valuable information to service innovation. Design...

Return on services is een recent ontwikkelde methode om klanttevredenheidsonderzoeken uit te voeren. De return on services methode onderscheidt zich van andere methoden voor kwaliteitsonderzoek door zijn klantgerichte, holistische, en strategisch georiënteerde benadering. Klantgericht heeft betrekking op de manier waarop kwaliteit gemeten wordt, na...

Despite the awareness that effective management of the climate in which service employees operate is a necessary condition for the development of favorable customer service evaluations and the generation of service revenues, little research exists that includes this knowledge in decision making models. By combining existing knowledge on service man...

Firms increasingly offer customers the opportunity to coproduce self-service using online technologies. This requires novice customers to adopt a new role and engage in information search. This is particularly challenging in complex, high-risk services, such as online investment trading. Actively managing customers' task-specific self-confidence, o...

By means of an experimental design, we investigate the moderating effect of humor on the interplay between process and outcome in terms of customer evaluations of the electronic service encounter. We conclude that a favorable process mitigates an unfavorable outcome in terms of enjoyment, satisfaction, and behavioral intentions when related humor i...

As much of the work of service employees is supported by IT, the quality of the service often depends on how the technology is used. Most employees only use a fraction of the functionality available on their desk-top. This may also depend on their personality. We performed research on the relationship of personality and technology acceptance.In our...

Industrial branding has emerged as an important issue, allowing firms to gain substantial competitive advantage, especially in markets where product commoditization and electronic procurement are on the increase. This article proposes, and empirically validates, a theoretically structured approach to measure brand equity, its antecedents and its co...

Purpose Most transactions initiated online are completed by some form of offline fulfilment, i.e. the delivery of the goods to the customer's doorstep. In previous studies, web site performance or e‐service quality was found to be an important antecedent of customer satisfaction and loyalty. In traditional settings, physical fulfilment is considere...

In e-commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties for the customer, trust is a condition for exchange. Trust in the electronic medium – here called “e-trust” – is believed to increase online customer loya...

In today's technological environment, rapid advances have considerably increased the number of service delivery options available to companies. Consequently, in addition to the traditional network of channel intermediaries, many firms have established customer interaction centers (CICs) to optimize their pre- and post-sales service offering to the...

Industrial branding has emerged as an important issue, allowing firms to gain substantial competitive advantage, especially in markets where product commoditization and electronic procurement are on the increase. This article proposes, and empirically validates, a theoretically structured approach to measure brand equity, its antecedents and its co...

The use of symmetric linear functional forms to describe the relationships among customer evaluative judgments is omnipresent in services research. However, according to several researchers, the use of symmetric linear functions to model the relationships among customer evaluative judgments leads to serious model misspecification. Although several...

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The intern...

Due to a tight labour market, some Western organisations are now looking for new ways to attract highly qualified applicants. This paper examines the influence of the corporate image and the company employment image on the application intentions of graduate business students. We begin by investigating the dimensional composition of these images, bo...

In today’s technological environment, rapid advances have considerably increased the number of service delivery options available to companies. Consequently, in addition to the traditional network of channel intermediaries, many firms have established Customer Interaction Centers (CICs) to optimize their pre- and post-sales service offering to the...

The potential to reconcile economic benefits to the firm with the social needs of customers has made commercial virtual communities a popular tool for companies to support their core products/service with a value-added service option. An important key to the success of such a virtual community is the behavior of its members. In this paper, we devel...

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The Interne...

This empirical study examines the impact of context-team factors and team-employee factors on perceived uncertainty in self-managed service teams. The results of our study show that context-team factors rather than team-employee factors are critical to the extent of uncertainty employees perceive when providing customer service. Furthermore, percei...

Listening to the voice of the customer has been embraced in marketing theory and practice for a long time. However, the wide scale implementation of call centers has only recently enabled managers to take this adage to the next level. At the same time, it is acknowledged that the evaluation of service delivery often depends on the so-called “servic...