Jos Lemmink
Maastricht University
Customer retentionAdvertisingEmpirical researchEngineeringService qualityBusinessLoyalty business modelPsychologyMarketingCognitive psychologyCustomer satisfactionPerspective (graphical)Operations managementConsumer behaviourValue (economics)LoyaltyQuality (business)Service (business)Scope (project management)Customer advocacyService innovationPublic relationsComputer scienceRelationship marketingKnowledge managementService designCustomer Service AssuranceService delivery frameworkSocial psychologyMarketing mix
Publications 77
#1Steffi Kohl (UM: Maastricht University)
#2Mark P. Graus (UM: Maastricht University)H-Index: 7
Last. Jos Lemmink (UM: Maastricht University)H-Index: 26
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Despite the increased popularity of virtual teams, in-person teamwork remains the dominant way of working. This paper investigates to what extent social signals can be used to infer the work domain of team meetings. It reveals insights into the complex nature of team dynamics, that are not often quantified in literature, during the design thinking process. This was done by using sociometric badges to measure the social interactions of four teams over a three week development cycle. From these in...
Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make optimal use of communicative behaviors that enhance relational outcomes. The purpose of this paper is to identify which human-like communicative behaviors used by conversational agents have positive effects on relatio...
4 CitationsSource
#1Werner H. Kunz (UMass: University of Massachusetts Amherst)H-Index: 20
#2Kristina Heinonen (Hanken School of Economics)H-Index: 22
Last. Jos LemminkH-Index: 26
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Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies by comparing the content of articles in academic journals with practitioner-oriented publication outlets.,A total of 5,118 technology-related articles from service journals, service conferences, business journals and business magazines are analyzed. Text-mining on abstracts is used for the thematic and semantic analysis. Common ...
26 CitationsSource
#1Jos LemminkH-Index: 26
#2Iva Franzelova (UM: Maastricht University)H-Index: 1
Last. Kristina Heinonen (Hanken School of Economics)H-Index: 22
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Purpose Nowadays, customers have big chunks of information on their smartphones and can acquire information and make decisions rapidly, oftentimes with the use of specific apps. Most of the research on this topic to date has been conducted from the perspective of the provider, or the company, therefore missing the value that is created with these apps in the customer’s own domain according to the customer-dominant logic (CDL) approach. Design/methodology/approach As compared with prior research,...
1 CitationsSource
#1Alexander P. Henkel (OU: Open University)H-Index: 5
#1Alexander P. Henkel (OU: Open University)H-Index: 3
Last. Jos Lemmink (UM: Maastricht University)H-Index: 26
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Consumers are frequently bombarded with a myriad of marketing tactics. One tactic regularly employed by thrift-oriented brands is to highlight low prices, discounts, and sales promotions. When consumers encounter these low-price signals, they may adopt a price conscious mentality, that is, a singular focus on getting the cheapest deal. A price conscious mentality is likely beneficial for consumers, as it helps them save money. However, it is also possible that it has negative implications, parti...
10 CitationsSource
#1Anand Kumar Jaiswal (IIMA: Indian Institute of Management Ahmedabad)H-Index: 10
#2Jos LemminkH-Index: 26
Purpose The purpose of this paper is to examine the superiority of comparative evaluation or relative attitudinal measurement approach in which the respondent evaluates one object with direct comparison with other objects. The study uses comparative and non-comparative approaches to examine the effects of service quality, value, and customer satisfaction on attitudinal loyalty in a service setting. Design/methodology/approach The study uses the data collected from the survey of 300 customers of ...
5 CitationsSource
#1Alexander P. Henkel (Open University in the Netherlands)H-Index: 5
Last. Jos LemminkH-Index: 26
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Service interactions run a gamut from an instrumental self-focus to full social appreciation. Observing another customer’s incivility toward a frontline employee can emphasize social concerns as guiding principles for the observer’s own service interaction. Five studies test these dynamics; the results reveal that an incivility incident leads observers to prioritize social over market concerns. This reprioritization becomes manifest in a subsequent service interaction through increased feelings ...
40 CitationsSource
#1Jos LemminkH-Index: 26
Last. Kristina HeinonenH-Index: 22
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Last. Mien SegersH-Index: 51
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