Odekerken - Schröder, Gaby
Expertise
Gaby Odekerken's professional interest and expertise is heavily inspired by the current service economy. Fascinated by managerial questions of how to create a unique customer experience, in a complex value network or how to infuse new technology in retail or healthcare settings or how to move manufacturing firms towards services, she enjoys developing new courses or embarks on innovative research projects with PhD candidates, co-authors and industry stakeholders.
Her research has been published in leading international journals such as Journal of Marketing, Journal of Service Research, International Journal of Robotics, Journal of the American Medical Directors Association, BMC Geriatrics, Journal of Service Management, Journal of Services Marketing, Journal of Retailing, Journal of Business Research, MISQ, European Journal of Marketing, Journal of Relationship Marketing, Journal of Consumer Marketing etc., currently (June 2020) resulting in over 10,000 citations and an H-index of 28.
Gaby Odekerken is passionate about (international) triple helix cooperations, involving government, industry and university. Her participation as a researcher and partner in large EU consortia as well as in regional subsidy initiatives, enable her to transfer and validate her scientifc knowledge.
In addition she is an experienced commissioner of large service organizations.
Career History
- 2010-present Full Professor in Customer-Centric Service Science
- 2016-2019: Head of Department of Marketing and Supply Chain Management, responsible for a team of over 50 faculty members and PhD candidates engaged in research, teaching and knowledge transfer to society
- 2010-2016: Director Service Science Factory engaged in briding theory and practice by acquiring service design and innovation projects for internal and external stakeholders and by managing a team responsible for developing innovative solutions to these projects
- 2011-2015: Vice chair of the Department of Marketing and Supply Chain Management, responsible as a program leader for the MSc program on Strategic Marketing
- 2007-2010: Director MSc Programs School of Business and Economics, responsible for initiating, accreditation and successful offering of the school's MSc portfolio
- 2002-2010: Associate Professor, responsible for research, education and PhD supervision in the research domains of service marketing and relationship marketing
- 1999-2002: Assistant Professor, responsible for research and education in marketing and marketing research
- 1997-1999: PhD candidate (supported by grant from Dutch Retail Association -HBD- and Ahold)
- 1994-1997: Lecturer in marketing and marketing research
- 1993: MSc research abroad in Indonesia
- 1993: MSc internship Shell Headquarters London
Publications
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Groven, F. M. V., Zwakhalen, S. M. G., Odekerken-Schröder, G., Tan, F., & Hamers, J. P. H. (2021). Comfort during the bed bath-A randomised crossover trial on the effect of washing without water versus water and soap in nursing students. Journal of Clinical Nursing, 30(15-16), 2234-2245. https://doi.org/10.1111/jocn.15610
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Stead, S., Odekerken-Schröder, G., & Mahr, D. (2021). Unraveling customer experiences in a new servicescape: an ethnographic schema elicitation technique (ESET). Journal of Service Management, 32(4), 612-641. https://doi.org/10.1108/JOSM-02-2020-0048
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Odekerken-Schroder, G., Mele, C., Russo-Spena, T., Mahr, D., & Ruggiero, A. (2020). Mitigating loneliness with companion robots in the COVID-19 pandemic and beyond: an integrative framework and research agenda. Journal of Service Management, 31(6), 1149-1162. https://doi.org/10.1108/JOSM-05-2020-0148
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Oertzen, A-S., Odekerken-Schroder, G., & Mager, B. (2020). Driving users' behaviours and engagement in co-creating services. Journal of Services Marketing, 34(4), 549-573. https://doi.org/10.1108/JSM-06-2019-0244
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Caic, M., Avelino, J., Mahr, D., Odekerken-Schröder, G., & Bernardino, A. (2020). Robotic Versus Human Coaches for Active Aging: An Automated Social Presence Perspective. International Journal of Social Robotics, 12(4), 867-882. https://doi.org/10.1007/s12369-018-0507-2
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Sion, K., Verbeek, H., de Vries, E., Zwakhalen, S., Odekerken-Schroder, G., Schols, J., & Hamers, J. (2020). The Feasibility of Connecting Conversations: A Narrative Method to Assess Experienced Quality of Care in Nursing Homes from the Resident's Perspective. International Journal of Environmental Research and Public Health, 17(14), 1-22. [5118]. https://doi.org/10.3390/ijerph17145118
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Sion, K., Verbeek, H., Aarts, S., Zwakhalen, S., Odekerken-Schroder, G., Schols, J., & Hamers, J. (2020). The Validity of Connecting Conversations: A Narrative Method to Assess Experienced Quality of Care in Nursing Homes from the Resident's Perspective. International Journal of Environmental Research and Public Health, 17(14), [5100]. https://doi.org/10.3390/ijerph17145100
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Sion, K. Y. J., Verbeek, H., Zwakhalen, S. M. G., Odekerken-Schroder, G., Schols, J. M. G. A., & Hamers, J. P. H. (2020). Themes Related to Experienced Quality of Care in Nursing Homes From the Resident's Perspective: A Systematic Literature Review and Thematic Synthesis. Gerontology and geriatric medicine, 6, [2333721420931964]. https://doi.org/10.1177/2333721420931964
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Sion, K. Y. J., Verbeek, H., de Boer, B., Zwakhalen, S. M. G., Odekerken-Schroder, G., Schols, J. M. G. A., & Hamers, J. P. H. (2020). How to assess experienced quality of care in nursing homes from the client's perspective: results of a qualitative study. BMC Geriatrics, 20(1), [67]. https://doi.org/10.1186/s12877-020-1466-7
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Sion, K., Verbeek, H., de Vries, E., Zwakhalen, S., Odekerken-Schröder, G., & Schols, J. (2020). Ruimte voor Zorg meet ervaren kwaliteit in verpleeghuizen door verhalen te verbinden. Senior, 1(4), 3-9. https://gompel-svacina.eu/product/senior-jrg-1-nr-4/
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Odekerken-Schröder, G. (Author), & Mahr, D. (Author). (2020). Service robots: rising or falling stars?. Digital or Visual Products https://maastrichtuniversity.bbvms.com/view/default_videoteam/3940527.html
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Caic, M., Holmlid, S., Mahr, D., & Odekerken-Schroder, G. (2019). Beneficiaries' View of Actor Networks: Service Resonance for Pluralistic Actor Networks. International Journal of Design, 13(3), 69-88. http://www.ijdesign.org/index.php/IJDesign/article/viewFile/3106/873
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Sion, K. Y. J., Haex, R., Verbeek, H., Zwakhalen, S. M. G., Odekerken-Schroder, G., Schols, J. M. G. A., & Hamers, J. P. H. (2019). Experienced Quality of Post-Acute and Long-Term Care From the Care Recipient's Perspective-A Conceptual Framework. Journal of the American Medical Directors Association, 20(11), 1386-1390. https://doi.org/10.1016/j.jamda.2019.03.028
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Ciuchita, R., Mahr, D., & Odekerken-Schroder, G. (2019). "Deal with it": How coping with e-service innovation affects the customer experience. Journal of Business Research, 103, 130-141. https://doi.org/10.1016/j.jbusres.2019.05.036
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Caic, M., Mahr, D., & Odekerken-Schröder, G. (2019). Value of social robots in services: social cognition perspective. Journal of Services Marketing, 33(4), 463-478. https://doi.org/10.1108/JSM-02-2018-0080
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Oertzen, A-S., & Odekerken-Schröder, G. (2019). Achieving continued usage in online banking: A post-adoption study. International Journal of Bank Marketing, 37(6), 1394-1418. https://doi.org/10.1108/IJBM-09-2018-0239
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Mahr, D., Stead, S., & Odekerken-Schröder, G. (2019). Making SENSE of Customer Service Experiences: A Text Mining Review. Journal of Services Marketing, 33(1), 88-103. https://doi.org/10.1108/JSM-10-2018-0295
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Mennens, K., van Gils, A., Odekerken-Schröder, G., & Letterie, W. (2018). Exploring Antecedents of Service Innovation Performance in Manufacturing SMEs. International Small Business Journal, 36(5), 500-520. https://doi.org/10.1177/0266242617749687
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Oertzen, A-S., Odekerken-Schröder, G., Brax, S. A., & Mager, B. (2018). Co-creating services - conceptual clarification, forms and outcomes. Journal of Service Management, 29(4), 641-679. https://doi.org/10.1108/JOSM-03-2017-0067
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Simao, H., Ribeiro, P., Moreno, P., Figueiredo, R., Duarte, N., Nunes, R., Bernardino, A., Caic, M., Mahr, D., & Odekerken-Schröder, G. (2018). Experiments with Vizzy as a Coach for Elderly Exercise. Paper presented at The 13th Annual ACM/IEEE International Conference on Human Robot Interaction , Chicago, IL, United States.
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Sion, K., Verbeek, H., Boer, B. D., Zwakhalen, S., Odekerken-Schröder, G., Schols, J., & Hamers, J. (2018). Measuring experienced quality of care in nursing homes from the resident’s perspective: a needs assessment. Abstract from 17th European Doctoral Conference in Nursing Science, Maastricht, Netherlands.
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Caic, M., Mahr, D., Odekerken-Schröder, G., & Holmlid, S. (2018). Rise of the machines: Acceptance of social robotic services through network utility maximization. Abstract from Frontiers in Service 2018, Austin, United States.
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Caic, M., Avelino, J., Mahr, D., Odekerken-Schröder, G., & Bernardino, A. (2018). Robotic versus human coaches for active aging: A field study on customer service experience. Paper presented at La Londe Conference, La Londe les Maures, France.
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Caic, M., Odekerken-Schroder, G., & Mahr, D. (2018). Service robots: value co-creation and co-destruction in elderly care networks. Journal of Service Management, 29(2), 178-205. https://doi.org/10.1108/JOSM-07-2017-0179
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Caic, M., Avelino, J., Mahr, D., Odekerken-Schröder, G., & Bernardino, A. (2018). The Social Role of the Digital Interface: How Social Robots Change Service Interactions. Paper presented at Interactive Marketing Research Conference, Amsterdam, Netherlands.
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Stead, S., Odekerken-Schröder, G., & Mahr, D. (2018). Towards the Crux of Customer Service Experiences: Opening the Black Box of Multisensory Processing. Abstract from Frontiers in Service 2018, Austin, United States.
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Overkamp, T., Caic, M., Holmlid, S., Mahr, D., & Odekerken-Schröder, G. (2018). Understanding generalisability from network-conscious service design projects. In ServDes
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Groven, F., Zwakhalen, S., Odekerken-Schröder, G., Joosten, E., & Hamers, J. (2017). How does washing without water perform compared to the traditional bed bath: a systematic review. BMC Geriatrics, 17(1), [31]. https://doi.org/10.1186/s12877-017-0425-4
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Henkel, A., Bögershausen, J., Ciuchita, R., & Odekerken-Schröder, G. (2017). Storm after the Quiet: How Marketplace Interactions Shape Consumer Resources in Collective Goal Pursuits. Journal of the Association for Consumer Research, 2(1), 26-47. https://doi.org/10.1086/690463
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Oertzen, A-S., Mager, B., & Odekerken-Schröder, G. (2017). A measurement tool for value co-creation. Paper presented at The 5th Naples Forum on Service, Sorento, Naples, Italy.
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Verhallen, P., Brüggen, E., Post, T., & Odekerken-Schröder, G. (2017). Hailing Vessels and Dropping Anchors: Plotting the Anchor-and-adjustment Heuristic Against Peer Effects. Paper presented at International Pension Workshop 2017, Leiden, Netherlands.
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Verhallen, P., Brüggen, E., Post, T., & Odekerken-Schröder, G. (2017). Hailing Vessels and Dropping Anchors: Plotting the Anchor-and-adjustment Heuristic Against Peer Effects. Paper presented at CFP Board Academic Colloquium, Arlington, VA, United States.
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Caic, M., Mahr, D., Odekerken-Schröder, G., Holmlid, S., & Beumers, R. (2017). Moving Towards Network-Conscious Service Design: Leveraging network visualisations. Touchpoint; the journal of service design, 9(1), 60-63. https://www.service-design-network.org/community-knowledge/moving-towards-network-conscious-service-design
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Haex, R., van Rooyen, M., Sion, K. Y. I., Beurskens, A. J. H. M., Hamers, J. P. H., Moser, A., Odekerken-Schröder, G., Schols, J. M. G. A., Verbeek, H., & Zwakhalen, S. (2017). Not everything that can be counted counts: innovative and feasible measurements of long-term care quality. Poster session presented at CAPHRI Research day, Valkenburg, Netherlands.
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Caic, M., Odekerken-Schröder, G., & Mahr, D. (2017). Programmed to Care: A Typology of Social Service Robots in Healthcare. Abstract from Frontiers in Service Conference, 2017, New York, United States.
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Verhallen, P., Brüggen, E., Post, T., & Odekerken-Schröder, G. (2017). Raising Anchor for Behavioral Interventions: Evidence in Favor of Peer Effects. Paper presented at Boulder Summer Conference on Consumer Financial Decision-Making, Boulder, United States.
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Verhallen, P., Brüggen, E., Post, T., & Odekerken-Schröder, G. (2017). Raising Anchor for Behavioral Interventions: Evidence in Favor of Peer Effects. Paper presented at RAND Behavioral Finance Forum 2017, Washington, D.C., United States.
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Oertzen, A-S., Mager, B., & Odekerken-Schröder, G. (2017). Service innovation in value co-creation: A context and an outcome. Paper presented at The 15th International Research Symposium on Service Excellence in Management, Porto, Portugal.
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Vink, J., Mahr, D., & Odekerken-Schröder, G. (2017). Shifting the balance of power in healthcare through service design. In B. Mager (Ed.), Service Design Impact Report - Health Sector Service Design Network.
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Mennens, K., van Gils, A., Letterie, W., & Odekerken-Schröder, G. (2017). Succesvolle diensteninnovaties in de maakindustrie. In Ontwikkelingen in het marktonderzoek : Jaarboek MarktOnderzoekAssociatie (Vol. 42, pp. 169-181). Spaar en Hout BV. http://moa04.artoo.nl/clou-moaweb-images/images/bestanden/pdf/Jaarboeken_MOA/MOA_JAARBOEK_2017_HFST11.pdf
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Stead, S., Odekerken-Schröder, G., & Mahr, D. (2017). Towards a multisensory customer experience: an investigation through sensory ethnography. 74-74. Abstract from Frontiers in Service Conference, 2017, New York, United States.
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Stead, S., Odekerken-Schröder, G., & Mahr, D. (2017). Towards a multi-sensory customer service experience. 808-810. Abstract from The 15th International Research Symposium on Service Excellence in Management, Porto, Portugal.
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Caic, M., Odekerken-Schröder, G., & Mahr, D. (2017). Value networks in elderly care: Value co-creation and co-destruction practices. 886-888. Abstract from The 15th International Research Symposium on Service Excellence in Management, Porto, Portugal.
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Verleye, K., Jaakkola, E., Hodgkinson, I. R., Jun, G. T., & Odekerken-Schröder, G. (2017). What causes imbalance in complex service networks? Evidence from a public health service. Journal of Service Management, 28(1), 34-56. https://doi.org/10.1108/JOSM-03-2016-0077
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Mennens, K., van Gils, A., Odekerken - Schröder, G., & Letterie, W. (2016). Exploring Antecedents of Service Innovation Excellence in Manufacturing SMEs. Maastricht University, Graduate School of Business and Economics. GSBE Research Memoranda No. 025 https://doi.org/10.26481/umagsb.2016025
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Henkel, A., Bögershausen, J., Ciuchita, R., & Odekerken-Schröder, G. (2016). Unheard consumers: a resource perspective on the goal pursuit of families with hearing impaired children. Paper presented at 2016 Winter Marketing Academic (AMA) Conference, Las Vegas, United States. https://www.ama.org/events-training/Conferences/Pages/Winter-Marketing-Educators-Conference-Doctoral.aspx
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Odekerken-Schröder, G. J. (2015). Webshop niet iets voor erbij. Dagblad de Limburger - Limburgs Dagblad.
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Odekerken-Schröder, G. J., Sillen, K. I. J., & Wetzels, M. G. M. (2015). Ex-inwoners als vergeten ambassadeurs van een stad/regio. In A. E. Bronner (Ed.), Jaarboek 2015: ontwikkelingen in het marktonderzoek (pp. 155-167). Spaar en Hout BV. http://moa04.artoo.nl/clou-moaweb-images/images/bestanden/pdf/Jaarboeken_MOA/JaarboekMarktonderzoek2015.pdf
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Mahr, F. D., Kalogeras, N., & Odekerken-Schröder, G. J. (2013). A service science approach for improving healthy food experiences. Journal of Service Management, 24(4), 435-471. https://doi.org/10.1108/JOSM-04-2013-0089
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Moeller, S., Ciuchita, R. P. A., Mahr, F. D., Odekerken-Schröder, G. J., & Fassnacht, M. (2013). Uncovering collaborative value creation patterns and establishing corresponding customer roles. Journal of Service Research, 16(4), 471-487. https://doi.org/10.1177/1094670513480851
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Tijhuis, M. J., Pohjola, M., Gunnlaugsdottir, H., Kalogeras, N., Leino, O., Luteijn, J., Magnusson, S., Odekerken-Schröder, G. J., Poto, M., Tuomisto, J., Ueland, O., White, B., Holm, F., & Verhagen, H. (2012). Looking beyond borders: Integrating best practices in benefit-risk analysis into the field of food and nutrition. Food and Chemical Toxicology, 50(1), 77-93. https://doi.org/10.1016/j.fct.2011.11.044
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Ueland, O., Gunnlaugsdottir, H., Holm, F., Kalogeras, N., Leino, O., Luteijn, J., Magnusson, S., Odekerken-Schröder, G. J., Pohjola, M., Tijhuis, M. J., Tuomisto, J., White, B., & Verhagen, H. (2012). State of the art in benefit-risk analysis: Consumer perception. Food and Chemical Toxicology, 50(1), 67-76. https://doi.org/10.1016/j.fct.2011.06.006
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Kalogeras, N., Odekerken-Schröder, G. J., Pennings, J. M. E., Gunnlaugsdottir, H., Holm, F., Leino, O., Luteijn, J., Magnusson, S., Pohjola, M., Tijhuis, M. J., Tuomisto, J., Ueland, O., White, B., & Verhagen, H. (2012). State of the art in benefit-risk analysis: Economics and marketing-finance. Food and Chemical Toxicology, 50(1), 56-66. https://doi.org/10.1016/j.fct.2011.07.066
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Pohjola, M., Leino, O., Kollanus, V., Tuomisto, J., Gunnlaugsdottir, H., Holm, F., Kalogeras, N., Luteijn, J., Magnusson, S., Odekerken-Schröder, G. J., Tijhuis, M. J., Ueland, O., White, B., & Verhagen, H. (2012). State of the art in benefit-risk analysis: Environmental health. Food and Chemical Toxicology, 50(1), 40-55. https://doi.org/10.1016/j.fct.2011.06.004
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Tijhuis, M. J., de Jong, N., Pohjola, M., Gunnlaugsdottir, H., Hendriksen, M., Hoekstra, J., Holm, F., Kalogeras, N., Leino, O., van Leeuwen, F. X. R., Luteijn, J., Magnusson, S., Odekerken-Schröder, G. J., Rompelberg, C., Tuomisto, J., Ueland, O., White, B., & Verhagen, H. (2012). State of the art in benefit-risk analysis: Food and nutrition. Food and Chemical Toxicology, 50(1), 5-25. https://doi.org/10.1016/j.fct.2011.06.010
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Magnusson, S., Gunnlaugsdottir, H., van Loveren, H., Holm, F., Kalogeras, N., Leino, O., Luteijn, J., Odekerken-Schröder, G. J., Pohjola, M., Tijhuis, M. J., Tuomisto, J., Ueland, O., White, B., & Verhagen, H. (2012). State of the art in benefit-risk analysis: Food microbiology. Food and Chemical Toxicology, 50(1), 33-39. https://doi.org/10.1016/j.fct.2011.06.005
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Verhagen, H., Tijhuis, M. J., Gunnlaugsdottir, H., Kalogeras, N., Leino, O., Luteijn, J., Magnusson, S., Odekerken-Schröder, G. J., Pohjola, M., Tuomisto, J., Ueland, O., White, B., & Holm, F. (2012). State of the art in benefit-risk analysis: Introduction. Food and Chemical Toxicology, 50(1), 2-4. https://doi.org/10.1016/j.fct.2011.06.007
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Luteijn, J., White, B., Gunnlaugsdottir, H., Holm, F., Kalogeras, N., Leino, O., Magnusson, S., Odekerken-Schröder, G. J., Pohjola, M., Tijhuis, M. J., Tuomisto, J., Ueland, O., McCarron, P. A., & Verhagen, H. (2012). State of the art in benefit-risk analysis: medicines. Food and Chemical Toxicology, 50(1), 26-32. https://doi.org/10.1016/j.fct.2011.06.008
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Odekerken-Schröder, G. J. (2011). Are you being served? (OBS 7425 ed.) Maastricht University. https://doi.org/10.26481/spe.20110325go
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Odekerken-Schröder, G. J. (2011). Uit het oog uit het hart? Telecommerce Magazine , 2011(2), 24-25.
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Odekerken-Schröder, G. J. (2011). Wat wil de klant eigenlijk? Telecommerce Magazine , 2011(1), 24-25.
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Odekerken-Schröder, G. J., Hennig-Thurau, T., & Knaevelsrud, A. (2010). Exploring the post-termination stage of consumer-brand relationships: An empirical investigation of the premium car market. Journal of Retailing, 86(4), 372-385. https://doi.org/10.1016/j.jretai.2010.09.004
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Wetzels, M. G. M., Odekerken-Schröder, G. J., & van Oppen, C. A. M. L. (2009). Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration. Mis Quarterly, 33(1), 177-195. https://doi.org/10.2307/20650284
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Ouwersloot, J., & Odekerken-Schröder, G. J. (2008). Who is Who in Brand Communities - And Why? European Journal of Marketing, 42(5-jun), 571-585. https://doi.org/10.1108/03090560810862516
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Ringberg, T., Odekerken-Schröder, G. J., & Christensen, G. L. (2007). A Cultural Models Approach to Service Recovery. Journal of Marketing, 71(July), 194-214. https://doi.org/10.1509/jmkg.71.3.194
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Bloemer, J. M. M., & Odekerken-Schröder, G. J. (2007). The Psychological Antecedents of Enduring Customer Relationships: An Empirical Study in a Bank Setting. Journal of Relationship Marketing, 6(1), 21-45. https://doi.org/10.1300/J366v06n01_03
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van den Brink, D., Odekerken-Schröder, G. J., & Pauwels, P. F. J. (2006). The Effects of Strategic and Tactical Cause-Related Marketing on Consumers' Brand Loyalty. Journal of Consumer Marketing, 23(1), 15-26. https://doi.org/10.1108/07363760610641127
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Bloemer, J. M. M., & Odekerken-Schröder, G. J. (2006). The Role of Employee Relationship Proneness in Creating Employee Loyalty. International Journal of Bank Marketing, 24(4), 252-264. https://doi.org/10.1108/02652320610671342
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Odekerken-Schröder, G. J., Wulf De, K., & Reynolds, K. E. (2005). A Cross-Cultural Investigation of Relationship Marketing Effectiveness in Retail Services: A Contingency Approach. Advances in International Marketing, 15, 33-73. https://doi.org/10.1016/S1474-7979(04)15003-5
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de Wulf, K., Odekerken-Schröder, G. J., Goedertier, F., & van Ossel, G. (2005). Consumer Perceptions of Store Brands Versus National Brands. Journal of Consumer Marketing, 22, 223-232. https://doi.org/10.1108/07363760510605335
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van Oppen, C. A. M. L., Odekerken-Schröder, G. J., & Wetzels, M. G. M. (2005). Experiential value: a hierarchical model, the impact on e-loyalty and a customer typology. METEOR, Maastricht University School of Business and Economics. METEOR Research Memorandum No. 017 https://doi.org/10.26481/umamet.2005017
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Odekerken-Schröder, G. J., & Bloemer, J. M. M. (2004). Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in a Health-Care Context. Journal of Relationship Marketing, 3(1), 35-53. https://doi.org/10.1300/J366v03n01_03
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Odekerken-Schröder, G. J., & Bloemer, J. M. M. (2004). Loyalty of Boundary Spanning Employees. In Proceedings of the 33rd EMAC Conference EMAC.
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Noordhoff, C. S., Pauwels, P. F. J., & Odekerken-Schröder, G. J. (2004). The Effect of Customer Card Programs: A Comparative Study in Singapore and The Netherlands. International Journal of Service Industry Management, 15(4), 351-364. https://doi.org/10.1108/09564230410552040
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Wetzels, M. G. M., Lindgreen, A., van Veghel, R., & Odekerken-Schröder, G. J. (2004). The Impact of Information and Communication Technology on Buyer-Seller Relationships in an E-Tailing Context. In Proceedings 33rd EMAC Conference
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Bloemer, J. M. M., & Odekerken-Schröder, G. J. (2003). Antecedents and Consequences of Affective Commitment. Australasian Marketing Journal, 11(3), 33-43. https://doi.org/10.1016/S1441-3582(03)70133-5
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de Wulf, K., & Odekerken-Schröder, G. J. (2003). Assessing the Impact of a Retailer's Relationship Efforts on Consumers' Attitudes and Behavior. Journal of Retailing and Consumer Services, 10(2), 95-108. https://doi.org/10.1016/S0969-6989(02)00013-9
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Odekerken-Schröder, G. J., & Ouwersloot, J. (2003). Brand Communities: An Investigation of Plural Relationships. In Relationship Marketing, Customer Relationship Management, and Marketing Management: Co-operation, Competition, Co-evolution Freie Universitat Berlin.
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Odekerken-Schröder, G. J., Ouwersloot, J., Lemmink, J. G. A. M., & Semeijn, J. (2003). Consumers' Trade-Off Between Relationship, Service Package, and Price: An Empirical Study in the Car Industry. European Journal of Marketing, 37(1/2), 219-242. https://doi.org/10.1108/03090560310454262
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Odekerken-Schröder, G. J., Wetzels, M. G. M., & Cramer, A. (2003). Consumer Trade-Offs Online: An Empirical Study of Choice and Convenience. In Marketing Responsible and Relevant? EMAC Brussels.
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de Wulf, K., Odekerken-Schröder, G. J., & van Kenhove, P. (2003). Investments in Consumer Relationships: A Critical Reassessment and Model Extension. International Review of Retail, Distribution and Consumer Research, 13(3), 245-261. https://doi.org/10.1080/0959396032000101354
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Odekerken-Schröder, G. J., de Wulf, K., van Oppen, C. A. M. L., & de Canniere, M. (2003). Loyalty Monitor Onderzoek. In P. Kotler (Ed.), Principes van Marketing (pp. 419-420). Pearson/Prentice Hall.
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Odekerken-Schröder, G. J., de Wulf, K., & Schumacher, P. (2003). Strenghtening Outcomes of Retailer-Consumer Relationships: The Dual Impact of Relationship Marketing Tactics and Consumer Personality. Journal of Business Research, 56(3), 177-190. https://doi.org/10.1016/S0148-2963(01)00219-3
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Bloemer, J. M. M., Odekerken-Schröder, G. J., & Kestens, L. (2003). The Impact of Need for Social Affiliation and Consumer Relationship Proneness on Behavorial Intentions: An Empirical Study in a Hairdresser's Context. Journal of Retailing and Consumer Services, 10(4), 231-240. https://doi.org/10.1016/S0969-6989(02)00018-8
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Odekerken-Schröder, G. J., & Wetzels, M. G. M. (2003). Trade-Offs in Online Purchase Decisions: Two Empirical Studies in Europe. European Management Journal, 21(6), 731-739. https://doi.org/10.1016/j.emj.2003.09.017
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de Wulf, K., Odekerken-Schröder, G. J., de Canniere, M., & van Oppen, C. A. M. L. (2003). What Drives Consumer Participation to Loyalty Programs? A Conjoint Analytical Approach. Journal of Relationship Marketing, 2(1/2), 69-83. https://doi.org/10.1300/J366v02n01_05
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Martens, H., Bloemer, J. M. M., & Odekerken-Schröder, G. J. (2002). A Comparison of the Antecedents of Employee and Customer Loyalty at a Belgian Bank. In Proceedings 39th Annual Meeting Eastern Academy of Management Yale.
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Odekerken-Schröder, G. J., & Bloemer, J. M. M. (2002). Constraints and dedication as drivers for relationship commitment: an empirical study in a health-care context. METEOR, Maastricht University School of Business and Economics. METEOR Research Memorandum No. 056 https://doi.org/10.26481/umamet.2002056
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Odekerken-Schröder, G. J., & Bloemer, J. M. M. (2002). Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in Health-Care Context. In Proceedings 31st EMAC Conference EMAC.
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Odekerken-Schröder, G. J., Ouwersloot, J., Lemmink, J. G. A. M., & Semeijn, J. (2002). Consumers' trade-off between relationship, service package, and price : an empirical study in the car industry. METEOR, Maastricht University School of Business and Economics. METEOR Research Memorandum No. 089 https://doi.org/10.26481/umamet.2002089
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de Wulf, K., d'Haene, I., Zegers, D., & Odekerken-Schröder, G. J. (2002). Do Satisfied Call Center Operators Deliver Better Customer Service? In Proceedings of the 11th AMA Frontiers in Services Conference (pp. 40-40). Maastricht.
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de Wulf, K., Odekerken-Schröder, G. J., & van Kenhove, P. (2002). Investments In Consumer Relationships - A Critical Reassessment And Model Extension. METEOR, Maastricht University School of Business and Economics. METEOR Research Memorandum No. 077 https://doi.org/10.26481/umamet.2002077
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Odekerken-Schröder, G. J., de Wulf, K., & Hofstee, N. (2002). Is Gender Stereotyping more Prevalent in Masculine Countries? A Cross-National Analysis. International Marketing Review, 19(4), 408-419. https://doi.org/10.1108/02651330210435690
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Bloemer, J. M. M., & Odekerken-Schröder, G. J. (2002). Store Satisfaction and Store Loyalty Explained by Customer- and Store-Related Factors. Journal of Consumer Satisfaction/Dissatisfaction and Complaining Behaviour, 15, 68-80.
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de Wulf, K., d'Haene, I., Zegers, D., & Odekerken-Schröder, G. J. (2002). The Impact of Call Centre Operator Satisfaction on Perceived Service Quality. In Proceedings 31st EMAC Conference EMAC.
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Bloemer, J. M. M., Odekerken-Schröder, G. J., & Kestens, L. (2002). The impact of need for social affiliation and consumer relationship proneness on behavioral intentions : an empirical study in a hairdresser's context. METEOR, Maastricht University School of Business and Economics. METEOR Research Memorandum No. 059 https://doi.org/10.26481/umamet.2002059
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Bloemer, J. M. M., & Odekerken-Schröder, G. J. (2002). The Influence of Store Image and Consumer Relationship Proneness on Store Loyalty. In Proceedings of the 11th AMA Frontiers in Services Conference (pp. 53-53). Maastricht.
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Bloemer, J. M. M., Odekerken-Schröder, G. J., & Martens, H. (2002). The psychology behind commitment and loyalty : an empirical study in a bank setting. METEOR, Maastricht University School of Business and Economics. METEOR Research Memorandum No. 058 https://doi.org/10.26481/umamet.2002058
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Bloemer, J. M. M., & Odekerken-Schröder, G. J. (2002). The Psychology Behind Commitment and Loyalty: An Empirical Study in the Banking Industry. In Proceedings Research Symposium of EMAC and ANZMAC Maastricht.
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de Wulf, K., & Odekerken-Schröder, G. J. (2001). A Critical Review of Theories Underlying Relationship Marketing in the Context of Explaining Consumer Relationships. Journal for the Theory of Social Behaviour, 31(1), 73-101. https://doi.org/10.1111/1468-5914.00147
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Odekerken-Schröder, G. J. (2001). De Invloed van de Winkel en de Consument op Winkeltrouw. Maandblad voor Accountancy en Bedrijfseconomie, 75(7/8), 336-344.
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de Wulf, K., Odekerken-Schröder, G. J., & Iacobucci, D. (2001). How and Why Retailers Should Invest in Consumer Relationships: A Cross-Country and Cross-Industry Exploration. Journal of Marketing, 65(4), 33-50.
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Odekerken-Schröder, G. J., & Ras, B. (2001). No Fun, No Loyalty: Winkelcentra in Nederland. Tijdschrift voor Marketing, sept, 19-20.
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Odekerken-Schröder, G. J., van Oppen, C. A. M. L., de Wulf, K., & de Canniere, M. (2001). Succesvolle Loyaliteitsprogramma's: Loyalty Monitor toont Belangrijkste Kenmerken. Tijdschrift voor Marketing, 35(7/8), 52-53.
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Odekerken-Schröder, G. J., de Wulf, K., Kleijnen, M. H. P., Kasper, J. D. P., & Hoekstra, J. C. (2001). The Impact of Quality on Store Loyalty: A Contingency Approach. Total Quality Management, 12(3), 307-322. https://doi.org/10.1080/09544120120034474
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van Oppen, C. A. M. L., Odekerken-Schröder, G. J., de Wulf, K., & de Canniere, M. (2001). What Drives Consumer Participation to Loyalty Programs: A Conjoint Analytical Approach. In E. Breivik, AW. Falkenberg, & Gronhaug (Eds.), Research Conference Proceedings, Rethinking European Marketing NHH/EMAC.
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Odekerken-Schröder, G. J., & de Wulf, K. (2001). Winkeltrouw in de Kledingbranche: Een Empirische Vergelijking tussen Nederlandse en Belgische Consumenten. In Bronner (Ed.), Jaarboek 2001 MarktOnderzoekAssociatie: Ontwikkelingen in het Marktonderzoek (pp. 73-88). De Vrieseborch.
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Schijns, J. M. C., & Odekerken-Schröder, G. J. (1995). Segment selection by relationship strength. METEOR, Maastricht University School of Business and Economics. METEOR Research Memorandum No. 038 https://doi.org/10.26481/umamet.1995038