Allard C.R. Van Riel
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Journal Articles

Balancing truth and lies: ethical management of AI in service encounters

Hannah Snyder, Lars Witell, Allard C.R. van Riel, Thomas Magor, Shannon Lutze, Ursula Sigrid Bougoure
Journal: Journal of Service Management
Journal of Service Management (2026) 37 (4): 644–663.
https://doi.org/10.1108/JOSM-12-2024-0538
Published: 09 January 2026
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Journal Articles

AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers

Lars Witell, Hannah Snyder, Allard C.R. van Riel, Mohamed Zaki
Journal: Journal of Service Management
Journal of Service Management 1–21.
https://doi.org/10.1108/JOSM-10-2024-0436
Published: 12 August 2025
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Journal Articles

Why should I trust you? Influence of explanation design on consumer behavior in AI-based services

Florence Nizette, Wafa Hammedi, Allard C.R. van Riel, Nadia Steils
Journal: Journal of Service Management
Journal of Service Management (2025) 36 (1): 50–74.
https://doi.org/10.1108/JOSM-05-2024-0223
Published: 20 December 2024
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Includes: Supplementary data
Journal Articles

A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration

Allard C.R. van Riel, Farhad Tabatabaei, Xiaoyi Yang, Ewa Maslowska, Velmurugan Palanichamy, Della Clark, Michael Luongo
Journal: Journal of Service Management
Journal of Service Management (2025) 36 (1): 27–49.
https://doi.org/10.1108/JOSM-05-2024-0220
Published: 15 November 2024
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Journal Articles

A framework for sustainable service system configuration: Exploring value paradoxes with examples from the hospitality industry

Allard C.R. Van Riel, Jie J. Zhang, Lee Phillip McGinnis, Mohammad G. Nejad, Milos Bujisic, Paul A. Phillips
Journal: Journal of Service Management
Journal of Service Management (2019) 30 (3): 349–368.
https://doi.org/10.1108/JOSM-12-2018-0396
Published: 03 June 2019
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Journal Articles

Business model innovation and value-creation: the triadic way

Tor Wallin Andreassen, Line Lervik-Olsen, Hannah Snyder, Allard C.R. Van Riel, Jillian C. Sweeney, Yves Van Vaerenbergh
Journal: Journal of Service Management
Journal of Service Management (2018) 29 (5): 883–906.
https://doi.org/10.1108/JOSM-05-2018-0125
Published: 17 September 2018
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Journal Articles

The use of gamification mechanics to increase employee and user engagement in participative healthcare services: A study of two cases

Wafa Hammedi, Thomas Leclerq, Allard C.R. Van Riel
Journal: Journal of Service Management
Journal of Service Management (2017) 28 (4): 640–661.
https://doi.org/10.1108/JOSM-04-2016-0116
Published: 21 August 2017
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Journal Articles

An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters

Cécile Delcourt, Dwayne D. Gremler, Fabrice De Zanet, Allard C.R. van Riel
Journal: Journal of Service Management
Journal of Service Management (2017) 28 (1): 85–106.
https://doi.org/10.1108/JOSM-12-2015-0407
Published: 20 March 2017
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Journal Articles

Consumer perceptions of service constellations: implications for service innovation

Allard C.R. van Riel, Giulia Calabretta, Paul H. Driessen, Bas Hillebrand, Ashlee Humphreys, Manfred Krafft, Sander F.M. Beckers
Journal: Journal of Service Management
Journal of Service Management (2013) 24 (3): 314–329.
https://doi.org/10.1108/09564231311327012
Published: 14 June 2013
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Journal Articles

Managing in‐store logistics: a fresh perspective on retail service

Olfa Bouzaabia, Allard C.R. van Riel, Janjaap Semeijn
Journal: Journal of Service Management
Journal of Service Management (2013) 24 (2): 112–129.
https://doi.org/10.1108/09564231311323926
Published: 19 April 2013
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Journal Articles

Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

Cécile Delcourt, Dwayne D. Gremler, Allard C.R. van Riel, Marcel van Birgelen
Journal: Journal of Service Management
Journal of Service Management (2013) 24 (1): 5–24.
https://doi.org/10.1108/09564231311304161
Published: 08 March 2013
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Journal Articles

Waiting for service at the checkout: Negative emotional responses, store image and overall satisfaction

Allard C.R. van Riel, Janjaap Semeijn, Dina Ribbink, Yvette Bomert‐Peters
Journal: Journal of Service Management
Journal of Service Management (2012) 23 (2): 144–169.
https://doi.org/10.1108/09564231211226097
Published: 20 April 2012
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Journal Articles

New service development in high tech sectors: A decision‐making perspective

Allard C.R. van Riel, Annouk Lievens
Journal: Journal of Service Management
International Journal of Service Industry Management (2004) 15 (1): 72–101.
https://doi.org/10.1108/09564230410523349
Published: 01 February 2004
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Journal Articles

Exploring consumer evaluations of e‐services: a portal site

Allard C.R. van Riel, Veronica Liljander, Petra Jurriëns
Journal: Journal of Service Management
International Journal of Service Industry Management (2001) 12 (4): 359–377.
https://doi.org/10.1108/09564230110405280
Published: 01 October 2001
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