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Research Output 1991 2019

2019

Customer-dominant logic and the need for exploring app usage in different customer contexts

Lemmink, J., Franzelova, I., Säaksjärvi, M. & Heinonen, K., 7 Mar 2019, In : Journal of Indian Business Research. 11, 1, p. 50-59 10 p.

Research output: Contribution to journalArticleAcademicpeer-review

Future service technologies: is service research on track with business reality?

Kunz, W. H., Heinonen, K. & Lemmink, J. G. A. M., 12 Aug 2019, In : Journal of Services Marketing. 33, 4, p. 479-487 9 p.

Research output: Contribution to journalArticleAcademicpeer-review

2018

Discounting Humanity: When Consumers are Price Conscious, Employees Appear Less Human

Henkel, A. P., Boegershausen, J., Hoegg, J., Aquino, K. & Lemmink, J., Apr 2018, In : Journal of Consumer Psychology. 28, 2, p. 272-292 21 p.

Research output: Contribution to journalArticleAcademicpeer-review

2017

Investigating a Comparative Evaluation Approach in Explaining Loyalty

Jaiswal, A. K. & Lemmink, J., 2017, In : Marketing Intelligence & Planning, Qualitative Market Research. 35, 7, p. 937-954 18 p.

Research output: Contribution to journalArticleAcademicpeer-review

Measuring Engagement with Charitable Events in Social Media Brand and user Posts

Lemmink, J., Hensens, K., Lucas, B. & Heinonen, K., 2017, p. 73-73.

Research output: Contribution to conferenceAbstractAcademic

The Social Dimension of Service Interactions: Observer Reactions to Customer Incivility

Henkel, A. P., Boegershausen, J., Rafaeli, A. & Lemmink, J., May 2017, In : Journal of Service Research. 20, 2, p. 120-134

Research output: Contribution to journalArticleAcademicpeer-review

2016

For Your Ties Only: Team Dynamics and Creativity in B2B Service Co-Creation

Francu, E., van den Bossche, P., Lemmink, J. & Segers, M., 2016, p. Session 12.

Research output: Contribution to conferenceAbstractAcademic

The Undesired Discounting Effect of Budget Brands: How Brand Positioning Affects Perceptions of Customer Service Representatives’ Human Qualities

Henkel, A., Bögershausen, J., Aquino, K. & Lemmink, J., 2016.

Research output: Contribution to conferencePaperAcademic

2015
11 Citations (Scopus)

Futurizing smart service: implications for service researchers and managers

Wuenderlich, N. V., Heinonen, K., Ostrom, A. L., Patricio, L., Sousa, R., Voss, C. & Lemmink, J. G. A. M., 1 Jan 2015, In : Journal of Services Marketing. 29, 6/7, p. 442-447 6 p.

Research output: Contribution to journalArticleAcademicpeer-review

Service alliances between unequals: the apple does not fall far from the better tree

Bleijerveld, J. F. J., Gremler, D. & Lemmink, J. G. A. M., 1 Jan 2015, In : Journal of Service Management. 26, 5, p. 807-822 16 p.

Research output: Contribution to journalArticleAcademicpeer-review

Speed of service innovation and the increasing role of real time experimentation

Lemmink, J. G. A. M., 1 Jan 2015, The Nordic School: Service Marketing and Management for the Future. Gummerus, J. & Koskull, K. V. (eds.). Helsinki: CERS: Hanken School of Economics, p. 195-197

Research output: Chapter in Book/Report/Conference proceedingChapterAcademic

2012
16 Citations (Scopus)

The best of both worlds? Effects of attribute-induced goal conflict on consumption of healthy indulgences

Belei-Bisping, N. V. T., Geyskens, K., Goukens, C., Ramanathan, S. & Lemmink, J. G. A. M., Dec 2012, In : Journal of Marketing Research. 49, 6, p. 900-909 10 p.

Research output: Contribution to journalArticleAcademicpeer-review

2011

A tale of the other valley; rising returns on service innovations

Lemmink, J. G. A. M., 15 Sep 2011, Venlo: Document Services Valley. 10 p.

Research output: Book/ReportInaugural speechPopular

Love at first touch: creating tangible service innovations

Lichel, L. & Lemmink, J. G. A. M., 1 Jan 2011, In : Touchpoint; the journal of service design. 3, 2, p. 12-13

Research output: Contribution to journalArticleProfessional

2010

Angels And Demons: The Differential Effects Of Less Threatening Food Temptations On Consumption

Belei-Bisping, N. V. T., Geyskens, K., Goukens, C., Ramanathan, S. & Lemmink, J. G. A. M., 1 Jan 2010, In : Advances in Consumer Research.

Research output: Contribution to journalConference article in journalAcademicpeer-review

2008
60 Citations (Scopus)

Negative Spillover in Brand Portfolios: Exploring the Antecedents of Asymmetric Effects

Lei, J., Dawar, N. & Lemmink, J. G. A. M., 1 Jan 2008, In : Journal of Marketing. 72, 3, p. 111-123

Research output: Contribution to journalArticleAcademicpeer-review

2007
127 Citations (Scopus)

The Effect of Service Employees Technology Readiness on Technology Acceptance

Walczuch, R. M., Lemmink, J. G. A. M. & Streukens, A. C. P., 1 Jan 2007, In : Information & Management. 44, 2, p. 206-215

Research output: Contribution to journalArticleAcademicpeer-review

2006

Antecedents of Effective Decision-Making: A Cognitive Approach

van Riel, A. C. R., Ouwersloot, J. & Lemmink, J. G. A. M., 1 Jan 2006, In : The ICFAI journal of Managerial Economics. IV, 4, p. 7-28

Research output: Contribution to journalArticleAcademicpeer-review

2 Citations (Scopus)

The Impact of Information Characteristics on Negative Spillover Effects in Brand Portfolios

Lei, J., Dawar, N. & Lemmink, J. G. A. M., 1 Jan 2006, In : Advances in Consumer Research. 33, 1, p. 324-325

Research output: Contribution to journalArticleAcademicpeer-review

2005
31 Citations (Scopus)

Survival of the Fittest: The Multi-Faceted Role of Fit in Co-Branding

Pruppers, R. E. W., Ouwersloot, J. & Lemmink, J. G. A. M., 1 Jan 2005, In : Advances in Consumer Research. 32, p. 245-245

Research output: Contribution to journalArticleAcademicpeer-review

6 Citations (Scopus)

The Need for more Multidisciplinary Research

Lemmink, J. G. A. M., 1 Jan 2005, In : International Journal of Service Industry Management. 16, 1, p. 7-9

Research output: Contribution to journalArticleAcademicpeer-review

2004

Acceptance of Information Technology by Technology Ready Service Employees

Walczuch, R. M., Kristian, K., Sans, J., Lemmink, J. G. A. M. & Streukens, A. C. P., 1 Jan 2004, Proceedings IMS Forum 2004. Teich, M. (ed.). Lake Como: IMS Forum

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

4 Citations (Scopus)

An Agenda for Research into Services Management: Afterword to the Special Edition on European Research in Service Marketing

Lings, I., Lemmink, J. G. A. M. & Botschen, G., 1 Jan 2004, In : Journal of Business Research. 57, 4, p. 456-458

Research output: Contribution to journalArticleAcademicpeer-review

76 Citations (Scopus)
901 Downloads (Pure)

An Empirical Assessment of the Influence of Customers Emotions and Contact Employee Performance on Encounter and Relationship Satisfaction

van Dolen, W. M., de Ruyter, J. C. & Lemmink, J. G. A. M., 1 Jan 2004, In : Journal of Business Research. 57, 4, p. 437-444

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
97 Citations (Scopus)
487 Downloads (Pure)

Antecedents and Consequences of Service Climate in Boundary-Spanning Self-Managing Service Teams

de Jong, A., de Ruyter, J. C. & Lemmink, J. G. A. M., 1 Jan 2004, In : Journal of Marketing. 68, 2, p. 18-35

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
33 Citations (Scopus)

Boost Customer Loyalty With Online Support: The Case of Mobile Telecoms Providers

van Riel, A. C. R., Lemmink, J. G. A. M., Streukens, A. C. P. & Liljander, V. M., 1 Jan 2004, In : International Journal of Internet Marketing and Advertising. 1, 1, p. 4-23

Research output: Contribution to journalArticleAcademicpeer-review

93 Citations (Scopus)

High Technology Service Innovation Success: A Decision Making Perspective

van Riel, A. C. R., Lemmink, J. G. A. M. & Ouwersloot, J., 1 Jan 2004, In : Journal of Product Innovation Management. 21, 5, p. 348-359

Research output: Contribution to journalArticleAcademicpeer-review

How Does E-Trust Affect Loyalty Intentions on the Internet? A Cross National Investigation

van Riel, A. C. R., Ribbink, D., Liljander, V. M. & Lemmink, J. G. A. M., 1 Jan 2004, Proceedings of the 9th International Research Symposium on Service Excellence in Management QUIS 9. Johnston, R., Edvardsson, B., Gustafsson, A. & Brown, SW. (eds.). Karlstad: Karlstad

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

2 Citations (Scopus)
185 Downloads (Pure)
Open Access
File
25 Citations (Scopus)

Service Intensiveness and Brand Extension Evaluations

Lei, J., Pruppers, R. E. W., Ouwersloot, J. & Lemmink, J. G. A. M., 1 Jan 2004, In : Journal of Service Research. 6, 3, p. 243-255

Research output: Contribution to journalArticleAcademicpeer-review

Special Issue on European Research in Service Marketing

Lemmink, J. G. A. M., Botschen, G. & Lings, I., 1 Jan 2004, In : Journal of Business Research. 57, 4, p. 372-373

Research output: Contribution to journalArticleAcademicpeer-review

Survival of the Fittest: The Multifaceted Role of it in Cobranding

Pruppers, R. E. W., Ouwersloot, J. & Lemmink, J. G. A. M., 1 Jan 2004, Proceedings ACR North American Conference. Portland, Oregon: Portland

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

14 Citations (Scopus)

The Effect of Verbalized Emotions on Loyalty in Written Complaints

Mattsson, J., Lemmink, J. G. A. M. & McColl, R., 1 Jan 2004, In : Total Quality Management & Business Excellence. 15, 7, p. 941-959

Research output: Contribution to journalArticleAcademicpeer-review

2003
323 Downloads (Pure)
Open Access
File
385 Downloads (Pure)

Boost customer loyalty with online support: the case of mobile telecoms providers

van Riel, A. C. R., Liljander, V. M., Lemmink, J. G. A. M. & Streukens, A. C. P., 1 Jan 2003, Maastricht: METEOR, Maastricht University School of Business and Economics, 37 p.

Research output: Working paperProfessional

Open Access
File
4 Citations (Scopus)
182 Downloads (Pure)

The Adoption of Information Technology in Self-Managing Service Teams

de Jong, A., de Ruyter, J. C. & Lemmink, J. G. A. M., 1 Jan 2003, In : Journal of Service Research. 6, 2, p. 162-179

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
66 Citations (Scopus)

The Role of Corporate Image and Company Employment Image in Explaining Application Intentions

Lemmink, J. G. A. M., Schuijf, A. & Streukens, A. C. P., 1 Jan 2003, In : Journal of Economic Psychology. 24, p. 1-15

Research output: Contribution to journalArticleAcademicpeer-review

2002

Conceptualization and Measurement of the Impact of Information and Communication Technology (ICT) on Service Process Efficiency

Walczuch, R. M., Bielowski, A. G. & Lemmink, J. G. A. M., 1 Jan 2002, Proceedings of the Hawaii International Conference on Systems Sciences. Big Island, Hawaii: Hawai

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

56 Citations (Scopus)

Customer-Sales Employee Encounters: A Dyadic Perspective

van Dolen, W. M., Lemmink, J. G. A. M., de Ruyter, J. C. & de Jong, A., 1 Jan 2002, In : Journal of Retailing. 78, p. 265-279

Research output: Contribution to journalArticleAcademicpeer-review

Employee Behavior, Feelings of Warmth and Customer Percepion in Service Encounters

Lemmink, J. G. A. M. & Mattsson, J., 1 Jan 2002, In : The International Journal of Retail & Distribution Management. 30, 1, p. 18-33

Research output: Contribution to journalArticleAcademicpeer-review

Increasing Customer Loyalty with E-Support: The Case of Mobile Telecom Providers

van Riel, A. C. R., Liljander, V. M., Lemmink, J. G. A. M. & Sikorski, S., 1 Jan 2002, Proceedings of the 11th AMA Frontiers in Services Conference. Maastricht, The Netherlands, p. 74-74

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

33 Citations (Scopus)

Modeling and Evaluating Service Quality Measurement Using Neural Networks

Behara, R. S., Fisher, W. W. & Lemmink, J. G. A. M., 1 Jan 2002, In : International Journal of Operations & Production Management. 22, 10, p. 1162-1185

Research output: Contribution to journalArticleAcademicpeer-review

The Impact of Information Technology on Bank Branch Operating Efficiency

Parsons, L., Lemmink, J. G. A. M., Walczuch, R. M., Bielowski, A. G. & Mattsson, J., 1 Jan 2002, Proceedings of the 11th AMA Frontiers in Services Conference. Maastricht, the Netherlands: AMA, p. 85-85

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

2001
47 Citations (Scopus)

Affective Consumer Responses in Service Encounters: The Emotional Content in Narratives of Critical Indicents

van Dolen, W. M., Lemmink, J. G. A. M., Mattsson, J. & Rhoen, I. T. P., 1 Jan 2001, In : Journal of Economic Psychology. 22, p. 359-376

Research output: Contribution to journalArticleAcademicpeer-review

226 Citations (Scopus)
1337 Downloads (Pure)

Antecedents of Commitment and Trust in Customer-Supplier Relationships in High-Technology Markets

de Ruyter, J. C., Moorman, L. & Lemmink, J. G. A. M., 1 Jan 2001, In : Industrial Marketing Management. 30, 3, p. 271-286

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File

Competitive Reactions to Product Quality Improvements in Industrial Markets

Lemmink, J. G. A. M. & Kasper, J. D. P., 1 Jan 2001, Marketing: Critical Perspectives on Business and Management, Vol V, 9.1. Baker, M. (ed.). London: Routledge/Taylor & Francis Group, p. 1-15

Research output: Chapter in Book/Report/Conference proceedingChapterAcademic