Article (Scientific journals)
Business Meetings in a Post-Pandemic World: When and How to Meet Virtually?
Standaert, Willem  ; Muylle, Steve; Basu, Amit
In press • In Business Horizons
Article (Scientific journals)
Product Digitalization at Nike: The Future is Now
Standaert, Willem 
In press • In Journal of Information Technology Teaching Cases
Article (Scientific journals)
Framework for Open Insurance Strategy: Insights from a European Study
Standaert, Willem  ; Muylle, Steve
2022 • In Geneva Papers on Risk and Insurance: Issues and Practice
Article (Scientific journals)
How Shall We Meet? Understanding the Importance of Meeting Mode Capabilities for Different Meeting Objectives
Standaert, Willem  ; Muylle, Steve; Basu, Amit
2021 • In Information and Management, p. 1-14
Article (Scientific journals)
Digital growth Strategies at Drone Racing League
Standaert, Willem 
2021 • In Journal of Information Technology Teaching Cases, 11 (1), p. 2-7
Article (Scientific journals)
Paradoxical Tensions Related to AI-Powered Evaluation Systems in Competitive Sports
Mazurova, Elena; Standaert, Willem  ; Penttinen, Esko et al.
In press • In Information Systems Frontiers
Article (Scientific journals)
Opening the gates: A framework for an open banking strategy
Standaert, Willem  ; Muylle, Steve; Cumps, Bjorn
2020 • In Journal of Digital Banking, 4 (4), p. 364–376
This paper provides decision makers in digital banking with a framework for developing their open banking strategies. Based on interviews with experts from leading banks and insurers, FinTech and big tech, a large consultancy and the regulator, we have identified five strategic dimensions of open banking — product innovation, customer experience integration, ecosystem competition, datascape and geographical scope — and mapped the relationships between them. Decision makers in financial services can assess their position on these important dimensions of open banking and set their strategic direction. Using the framework, we also illustrate how hitherto relatively closed banks with a dominant market position are starting to transform into open ecosystem players that embrace digital innovation. Likewise, we show how open banking initiatives of big tech and FinTech can be mapped on the framework. In addition, the paper reviews how regulation, market and digital technology impact open banking strategy.
Article (Scientific journals)
Brand repulsion: consumers' boundary work with rejected brands
Dessart, Laurence  ; Cova, Bernard
2021 • In European Journal of Marketing, 55 (4), p. 1758-7123
This paper aims: 1) to conceptualize brand repulsion as a specific nuance of brand rejection; 2) to highlight the boundary work at play in situations of collective brand repulsion; 3) to extract implications for the brands that are at the centre of such situations and to delineate future directions for scholars.Our study of the “I Hate Apple” group on Facebook is grounded in a six-year long naturalistic enquiry designed to capture the boundary work performed by its members. Our sources include netnographic data, online focus groups, observations and personal online correspondence with members and moderators. Our findings reveal that certain brands serve the identity work of consumers by allowing them in erecting boundaries based on three major sources of repulsion: anti-fandom, anti-hegemony and anti-marketing. They show that for each type of boundary work, corporate and product brand repulsion seems prevalent.Our research limits itself to considering the types of boundary work related to brand repulsion as regards a single brand: Apple.
Article (Scientific journals)
Augmenting brand community identification for inactive users: a uses and gratification perspective
Dessart, Laurence  ; Veloutsou, Cleopatra
2021 • In Journal of Research in Interactive Marketing, 15 (3), p. 361-385
In an era where companies shift a part of their marketing budget to support their social media presence, very little is known about the antecedents and effects of participant identification in a social media community. This research aims to examine the antecedents of community identification in a Facebook company-managed brand community, for inactive members, using the Uses and Gratification Theory (UGT). Brand community identification is also expected to lead to higher levels of brand loyalty for these members. This research reports the results of a quantitative with survey data from 389 members of a variety of different official Facebook pages. The results reveal that inactive members of Facebook pages can be influenced to act in a way that is beneficial for a company. Perceived human and information value of the brand Facebook page lead members to identify with a brand community and identification is a strong predictor of loyalty to the brand. By showing that brand community identification and loyalty exists for users with low activity levels, this research challenges the widely accepted idea that only highly active members are valuable in online brand communities. Specifically, it reveals the most important motivations for these members to identify with the community and be loyal to the brand.
Article (Scientific journals)
Brand negativity: a relational perspective on anti-brand community participation
Dessart, Laurence  ; Veloutsou, Cleopatra; Morgan-Thomas, Anna
2020 • In European Journal of Marketing, 54 (7), p. 1761-1785
This paper aims to focus on the phenomena of negative brand relationships and emotions to evidence how such relationships transpose into the willingness to participate in collective actions in anti-brand communities. An online survey was carried out, targeting Facebook anti-brand communities, dedicated to sharing negativity toward technology products. A total of 300 members of these communities participated in the study. The study shows that the two dimensions of negative brand relationship (negative emotional connection and two-way communication) lead to community participation in anti-brand communities, through the mediating role of social approval and oppositional loyalty. Anti-brand community growth is supported by members’ intentions to recommend the group and is the result of their participation. The study’s focus on technology brands calls for further research on other brand types and categories and the inclusion of other independent variables should be considered to extend understanding of collective negativity in anti-brand communities. The paper provides insight to brand managers on the ways to manage negativity around their brand online and understand the role that brand communities play in this process. The paper proposes the first integrative view of brand negativity, encompassing emotions and behaviors of consumers as individuals and as members of a collective, which allows the understanding of the dynamics of anti-branding and highlights the mechanisms that facilitate anti-brand community expansion.
Article (Scientific journals)
Digital ecosystem and consumer engagement: A socio-technical perspective
Morgan-Thomas, Anna; Dessart, Laurence  ; Veloutsou, Cleopatra
2020 • In Journal of Business Research, 121, p. 713-723
This paper develops a technology-centric perspective on consumer engagement in the digital ecosystem. Focusing on engagement with brands on social media-based brand communities, the study argues that consumer engagement is a socio-technical phenomenon that emerges from consumer action with digital technology. The action and the technology are co-constitutive of engagement practice and subject to continuous and mutually recursive change. The empirical findings explore how consumers engage in the digital ecosystem through actions with physical devices, digital haptics, and platforms. The findings highlight how the digital materiality of the engagement ecosystem generates new kinds of engagement practices including uncovering, appropriating, and cultivating. The study advances current thinking on engagement by offering a holistic view of engagement practice that encompasses multiple technologies and rejects technological mediation. This paper offers original theoretical insights into the status of digital technologies in consumer engagement, setting new directions for the future research on engagement.
Article (Scientific journals)
Transparency of nonprofit organizations: An integrative framework and research agenda
Dethier, Fanny  ; Delcourt, Cécile  ; Willems, Jurgen
In press • In Journal of Philanthropy and Marketing, e1725
Over the past 20 years, as the study of transparency has evolved into a burgeoning multidisciplinary field, nonprofit scholars have developed an impressive body of research on the antecedents and outcomes of the transparency of nonprofit organizations (NPOs). From both theoretical and practical purposes, it is necessary to develop an overall picture of such antecedents and outcomes, to allow scholars and NPOs to understand why, when, and how transparency should be implemented. Current studies provide a fragmented view, focused on specific elements of NPO transparency; with a systematic literature review of 76 articles, this article offers both an integrative framework of the antecedents and outcomes of NPO transparency and an agenda for research, based on a critical analysis of the integrative framework. Four relevant research orientations emerge: (1) direction of NPO transparency, (2) distinguishing actual from perceived transparency, (3) the dark side of NPO transparency, and (4) NPO transparency contingency factors. Research along these four orientations could add nuance to existing knowledge of transparency and provide key insights with regard to why, when, and how transparency works.
Article (Scientific journals)
Service delivery system design for risk management in sharing-based product service systems: A customer-oriented approach
Hazée, Simon; Van Vaerenbergh, Yves; Delcourt, Cécile  et al.
2020 • In International Journal of Operations and Production Management, 40 (4), p. 459-479
Article (Scientific journals)
Twenty-Seven Years of Service Research: A Literature Review and Research Agenda
Furrer, Olivier; Kerguignas, Jie; Delcourt, Cécile  et al.
2020 • In Journal of Services Marketing, 34 (3), p. 299-316
Purpose – The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of scholars, resulting in an expanding body of knowledge. Accordingly, it is time to reflect on extant service research, assess its boundaries, and think about its future. This paper aims to consider three research questions: How has service research evolved over the past 27years? Which articles have most influenced the evolution of service research in the past 27years? What are the most promisingresearchthemesforthefuture? Design/methodology/approach – To answer these questions, the authors analyze the contents of 3,177 service research articles published in ten majoracademicjournals between1993and August2019.Multiplecorrespondenceanalysis reveals theevolutionofkeyserviceresearch themesand theirunderlyingrelationships. Findings – The research themes are organized in a growth–share matrix with four quadrants (stars, question marks, cash cows and pets) and also combine into four research clusters (human resource management, organizational behavior and strategy, technology, and operations and customer behavior and marketing). Together with a specified list of influential articles that have shaped the evolution of service research, these insights suggest anagendaforresearch. Originality/value – Acknowledging the vast growth of service research, this study presentsan up-to-date picture of the discipline and an agenda to stimulatecontinuedresearch