Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/28391
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dc.contributor.authorMARTENS, Carmen-
dc.contributor.authorHERSSENS, Jasmien-
dc.contributor.authorDelcourt, Cécile-
dc.date.accessioned2019-06-12T14:33:51Z-
dc.date.available2019-06-12T14:33:51Z-
dc.date.issued2018-
dc.identifier.citationBusiness & Society Seminar 2018, Mannheim, 20/06/2018 - 22/06/2018-
dc.identifier.urihttp://hdl.handle.net/1942/28391-
dc.language.isoen-
dc.titleThe Impact of the Servicescape on Customer Intimacy in Healthcare Services-
dc.typeConference Material-
local.bibliographicCitation.conferencedate2018, June 20-22-
local.bibliographicCitation.conferencenameBusiness & Society Seminar 2018-
local.bibliographicCitation.conferenceplaceMannheim-
local.bibliographicCitation.jcatC2-
dc.relation.referencesAnderson, L., Ostrom, A.L., Corus, C., Fisk, R.P., Gallan, A.S., Giraldo, M., Mende, M., Mulder, M., Rayburn, S.W. and Rosenbaum, M.S. (2013), "Transformative service research: An agenda for the future", Journal of Business Research, Vol. 66 No. 8, pp. 1203-10. Berry, L. and Bendapudi, N. (2007), "A fertile field for service research", Journal of Service Research, Vol. 10 No. 2, pp. 111-22. Berry, L., Seiders, K., & Grewal, D. (2002). Understanding Service Convenience. Journal of Marketing, 66(3), 1-17. Retrieved from http://www.jstor.org/stable/3203451 Bitner, M.J. (1992), "Servicescapes: The impact of physical surroundings on customers and employees", Journal of Marketing, Vol. 56 No. 2, pp. 57. Brucks, Merrie (1985), “The Effect of Product Class Knowledge on Information Search Behavior,” Journal of Consumer Research, 12 (June), 1-16. Delcourt, C., Gremler, D.D., van Riel, A.C.R. and van Birgelen, M. (2016), "Employee emotional competence: Construct conceptualization and validation of a customer-based measure", Journal of Service Research, Vol. 19 No. 1, pp. 72-87. Delcourt, C., Gremler, D.D., van Riel, A.C.R. and De Zanet, F. (2017), "The impact of employee competencies on customer experience in emotionally charged service encounters", Journal of Service Management, Vol. 28 No. 1, pp.1-22 Herssens, J. (2011). Designing Architecture for More. Doctoral Thesis, Hasselt-Leuven: PHL-University Hasselt-University Leuven (pp. 393 + (audio cd)). Herssens, J. (2017a), “(Re)presentations of Haptic Embodiment: Video-ethnography through the Lens of Blindness”, Societies, 6, (under review). Herssens, J. (2017b), “Designing (for) More”, In J. Herssens, P. Kercher, M. Strickfaden (Eds.), Designing for More: Inclusive cities. Berlin: Springer-Verlag. Heylighen, A. and Herssens, J. (2014), "Designerly ways of not knowing: What designers can learn about space from people who are blind", Journal of Urban Design, Vol. 19 No. 3, pp. 317-32. Hui, Michael K., Laurette Dube, and Jean-Charles Chebat (1997), “The Impact of Music on Consumers’Reactions to Waiting for Services,” Journal of Retailing, 73 (1), 87-104. Hui, Michael K., Mrugank V. Thakor, and Ravi Gill (1998), “The Effect of Delay Type and Service Stage on Consumers’ Reactions to Waiting,” Journal of Consumer Research, 24 (4), 469-79. Katz, Karen L., Blaire M. Larson, and Richard C. Larson (1991), “Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage,” Sloan Management Review, (Winter), 44-53. Kellaris, James J. and Robert J. Kent (1992), “The Influence of Music on Consumers’ Temporal Perceptions: Does Time Fly When You’re Having Fun?” Journal of Consumer Psychology, 1 (4), 365-76. Khullar, D. (2017), “Bad Hospital Design is making us Sicker”, New York Times, https://mobile.nytimes.com/2017/02/22/well/live/bad-hospital-design-is-making-us-sicker.html, Accessed on February 22nd 2017. Mace, R. (1985), Universal Design, Barrier Free Environments for Everyone. Los Angeles: Designers West. Maister, David H. (1985), “The Psychology of Waiting Lines,” in The Service Encounter, John A. Czepiel, Michael R. Solomon, and Carol F. Surprenant, eds. Lexington, MA: Lexington Books, 113-23. Mitchell, Deborah J., Barbara E. Kahn, and Susan C. Knasko (1995), “There’s Something in the Air: Effects of Congruent and Incongruent Ambient Odor on Consumer Decision Making,” Journal of Consumer Research, 22 (2), 229-38. Morgan, M. (2017). “Matt Morgan: Poor hospital design has an impact on staff, patients, and healthcare.”, the obj opinion, http://blogs.bmj.com/bmj/2017/11/02/matt-morgan-poor-hospital-design-has-an-impact-on-staff-patients-and-healthcare/, accessed on November 10th 2017. Rao, Akshay R. and Kent B. Monroe (1988), “The Impact of Product Knowledge on the Price-Perceived Quality Relationship,” Journal of Consumer Research, 15 (September), 253-64. Sujan, Mita (1985), “Consumer Knowledge: Effects of Evaluation Strategies Mediating Consumer Judgments,” Journal of Consumer Research, 12 (June), 31-46. Warren, D. (1978), Perception by the Blind. In C. Carterette Edward & P. Friedman Morton (Eds.), Handbook of Perception. New York: Academic Press-
local.type.refereedRefereed-
local.type.specifiedConference Presentation-
item.fullcitationMARTENS, Carmen; HERSSENS, Jasmien & Delcourt, Cécile (2018) The Impact of the Servicescape on Customer Intimacy in Healthcare Services. In: Business & Society Seminar 2018, Mannheim, 20/06/2018 - 22/06/2018.-
item.fulltextWith Fulltext-
item.contributorMARTENS, Carmen-
item.contributorHERSSENS, Jasmien-
item.contributorDelcourt, Cécile-
item.accessRightsRestricted Access-
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