B
Bart Larivière
Researcher at Ghent University
Publications - 53
Citations - 2859
Bart Larivière is an academic researcher from Ghent University. The author has contributed to research in topics: Customer retention & Customer satisfaction. The author has an hindex of 21, co-authored 49 publications receiving 2377 citations. Previous affiliations of Bart Larivière include Katholieke Universiteit Leuven & Erasmus University Rotterdam.
Papers
More filters
Journal ArticleDOI
Customer attrition analysis for financial services using proportional hazard models
Dirk Van den Poel,Bart Larivière +1 more
TL;DR: These findings suggest that: (1) demographic characteristics, environmental changes and stimulating ‘interactive and continuous’ relationships with customers are of major concern when considering retention; (2) customer behaviour predictors only have a limited impact on attrition in terms of total products owned as well as the interpurchase time.
Journal ArticleDOI
“Service Encounter 2.0”: an investigation into the roles of technology, employees and customers
Bart Larivière,David E. Bowen,Tor W. Andreassen,Werner H. Kunz,Nancy J. Sirianni,Christopher A. Voss,Nancy V. Wünderlich,Arne De Keyser +7 more
TL;DR: In this paper, a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers is presented.
Journal ArticleDOI
Predicting customer retention and profitability by using random forests and regression forests techniques
Bart Larivière,Dirk Van den Poel +1 more
TL;DR: The research findings demonstrate that both random forests techniques provide better fit for the estimation and validation sample compared to ordinary linear regression and logistic regression models, and suggest that past customer behavior is more important to generate repeat purchasing and favorable profitability evolutions.
Journal ArticleDOI
Investigating the role of product features in preventing customer churn, by using survival analysis and choice modeling: The case of financial services
Bart Larivière,Dirk Van den Poel +1 more
TL;DR: The results of this study indicate that customer retention cannot be understood by solely relying on customer characteristics, and it might be true that “not all customers are created equal”, but neither are all products.
Journal ArticleDOI
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes
TL;DR: In this article, the authors investigate whether the service firm could have prevented the failure (controllability attribution) and whether the cau-tability attribution could have been improved.