Simon Hazée
Professeur
Simon Hazée is an Associate Professor of Marketing at UCLouvain (Belgium), Louvain School of Management. He holds a PhD in Management Science, and teaches various marketing courses such as "Customer Relationship Management", "Market Insights", and "Business Analytics". Simon is also attached to the Louvain Research Institute in Management and Organizations (LouRIM) and the Center on Consumers and Marketing Strategy (CCMS). His research lies at the intersection of the fields of digital marketing and service management, and mainly focuses on customer experience with new technologies, customer care and marketing in the sharing economy. His work has appeared in the Journal of Service Research, International Journal of Operations and Production Management, Marketing Letters, and Journal of Business Research, among others. Simon has received (or was finalist of) several best reviewer, dissertation, and conference paper awards. He serves on the editorial review board of Journal of Business Research, Journal of Service Management and Journal of Service Theory and Practice.
My research lies at the intersection of the fields of digital marketing, service and customer experience management, and mainly focuses on the following topics:
- customer care / service / support,
- customer-interfacing retail technologies
- marketing in the sharing economy
2024
Van Vaerenbergh, Yves ; Hazée, Simon. Frontline employee work engagement and customer service evaluations: a conceptual replication. In: Journal of Service Management, (2024). doi:10.1108/josm-07-2024-0304 (Accepté/Sous presse).
2022
Ravazzani, Silvia ; Hazée, Simon (co-first author). Value co-creation through social media: a multistakeholder, communication perspective. In: Journal of Service Management, Vol. 33, no. 4/5, p. 589-600 (2022). doi:10.1108/JOSM-11-2021-0411.
2021
Xu, Yu ; Hazée, Simon (co-first author) ; So, Kevin Kam Fung (co-first author) ; Li, Daisy K. (co-first author) ; Malthouse, Edward Carl (co-first author). An evolutionary perspective on the dynamics of service platform ecosystems for the sharing economy. In: Journal of Business Research, Vol. 135, no.October, p. 127-136 (2021). doi:10.1016/j.jbusres.2021.05.056.
2020
Hazée, Simon ; Van Vaerenbergh, Yves. Customers’ contamination concerns: An integrative framework and future prospects for service management. In: Journal of Service Management, Vol. 32, no. 2, p. 161-175 (2020). doi:10.1108/JOSM-04-2020-0129.
2020
Hazée, Simon ; Van Vaerenbergh, Yves ; Delcourt, Cécile ; Kabadayi, Sertan. Service delivery system design for risk management in sharing-based product service systems: a customer-oriented approach. In: International Journal of Operations & Production Management, Vol. 40, no. 4, p. 459-479 (2020). doi:10.1108/ijopm-08-2019-0581.
2020
Hazée, Simon ; Zwienenberg, Thijs (co-first author) ; Van Vaerenbergh, Yves (co-first author) ; Faseur, Tine (co-first author) ; Vandenberghe, Audrey (co-first author) ; Keutgens, Olivier (co-first author). Why customers and peer service providers do not participate in collaborative consumption. In: Journal of Service Management, Vol. 31, no. 3, p. 397-419 (2020). doi:10.1108/JOSM-11-2018-0357.
2019
Hazée, Simon ; Van Vaerenbergh, Yves ; Delcourt, Cécile ; Warlop, Luk. Sharing Goods? Yuck, No! An Investigation of Consumers’ Contamination Concerns About Access-Based Services. In: Journal of Service Research, Vol. 22, no.3, p. 256-271 (2019). doi:10.1177/1094670519838622.
2018
Van Vaerenbergh, Yves ; Hazée, Simon ; Costers, Annelies. Customer participation in service recovery: a meta-analysis. In: Marketing Letters, Vol. 29, no.4, p. 465-483 (2018). doi:10.1007/s11002-018-9470-9.
2017
Hazée, Simon ; Delcourt, Cécile ; Van Vaerenbergh, Yves. Burdens of Access : Understanding Customer Barriers and Barrier-Attenuating Practices in Access-Based Services. In: Journal of Service Research, Vol. 20, no.4, p. 441-456 (2017). doi:10.1177/1094670517712877.
2017
Hazée, Simon ; Van Vaerenbergh, Yves ; Armirotto, Vincent. Co-creating service recovery after service failure: The role of brand equity. In: Journal of Business Research, Vol. 74, no.4, p. 101-109 (2017). doi:10.1016/j.jbusres.2017.01.014.
2024
Juquelier, Antoine ; Hazée, Simon ; Poncin, Ingrid. Automated social presence in service encounters led by service robots: a configurational meta-analytical approach. SERVSIG (Bordeaux, France, du 05/06/2024 au 08/06/2024).
2024
Duquesne, Ophélie ; Hazée, Simon ; Ducarroz, Caroline. Navigating the Customer Journey: Examining Promotional Inconsistency Across Offline and Online Channels. 13th AMA SERVSIG International Service Conference (Bordeaux, France, du 05/06/2024 au 08/06/2024).
2023
Zwienenberg, Thijs Johannes ; Van Vaerenbergh, Yves ; Hazée, Simon. Adoption of Open Science Practices in Service Research: An Empirical Assessment and Ways Forward. Frontiers in Service Conference (Maastricht, The Netherlands, du 15/06/2023 au 18/06/2023).
2023
Juquelier, Antoine ; Poncin, Ingrid ; Hazée, Simon. Customer experience in interaction with artificial intelligence: the role of artificial empathy. Frontiers in Service Conference (Maastricht, The Netherlands, du 15/06/2023 au 18/06/2023).
2023
Hazée, Simon ; De Keyser, Arne ; Larivière, Bart ; Gordeliy, Ivan ; Kim, Yenee ; Talebi, Arash. Just walk out stores—the future of shopping? Examining reasons for and against consumer adoption. Frontiers in Service Conference (Maastricht, The Netherlands, du 15/06/2023 au 18/06/2023).
2023
Van Vaerenbergh, Yves ; Hazée, Simon. Too Engaged for Customer Service? Employee Engagement Exacerbates Customers’ Reactions to Negative Service Outcomes. Frontiers in Service Conference (Maastricht, The Netherlands, du 15/06/2023 au 18/06/2023).
2022
Hazée, Simon ; Zwienenberg, Thijs ; Van Vaerenbergh, Yves ; Faseur, Tine. Should I share or should I go? A meta-analysis of the factors influencing customer adoption of the sharing economy. 17th International Research Conference in Service Management (Porquerolles, France).
2022
Hazée, Simon ; De Keyser, Arne ; Varga, Dorottya ; Van Vaerenbergh, Yves ; Kuzgun, Ebru. Social Media Customer Care: Research Synthesis and Future Directions. 12th AMA SERVSIG International Service Conference (Glasgow, UK).
2022
Juquelier, Antoine ; Hazée, Simon ; Poncin, Ingrid. The dark side of artificial intelligence: a consumer experiential perspective. 8e Journée de Recherche en Marketing du Grand Est (JRMGE) (Nancy, 25/03/2022).
2021
Hazée, Simon ; De Keyser, Arne ; Varga, Dorottya ; Kuzgun, Ebru ; Van Vaerenbergh, Yves. Social media customer care: Research synthesis and new directions. Interactive Marketing Research Conference (New York City, USA).
2019
Hazée, Simon. Why Customers Do Not Participate in the Access Economy. 16th International Research Symposium on Advancing Service Research and Practice (QUIS16) Conference (Karlstad (Sweden), du 10/06/2019 au 13/06/2019).
2019
Hazée, Simon ; Van Vaerenbergh, Yves ; De Faseur, Tine ; Vandenberghe, Audrey ; Keutgens, Olivier. Why Customers and Peer Service Providers Do Not Participate in Collaborative Consumption. 28th Frontiers in Service Conference (Singapore, du 18/07/2019 au 21/07/2019).
2018
Van Vaerenbergh, Yves ; Hazée, Simon ; Costers, Annelies . Customer Participation in Service Recovery: A Meta-Analysis. 15th International Research Conference in Service Management (La Londe les Maures (France), du 10/06/2018 au 13/06/2018).
2018
Hazée, Simon ; Zwienenberg, Thijs ; Van Vaerenbergh, Yves ; De Faseur, Tine . Why Customers Do Not Participate in Collaborative Consumption. 15th International Research Conference in Service Management (La Londe les Maures (France), du 10/06/2018 au 13/06/2018).
2017
Zwienenberg, Thijs ; Hazée, Simon ; Van Vaerenbergh, Yves ; De Faseur, Tine . An Exploration of Consumer Rejection of Collaborative Consumption. Collaborative Economy Think Tank (Surrey, UK, 29/09/2017).
2017
Hazée, Simon ; Delcourt, Cécile ; Van Vaerenbergh, Yves . Burdens of Access: Understanding Customer Barriers and Barrier-Attenuating Practices Related to Access-Based Services. 21st EMAN Conference (Liège (Belgium), du 27/06/2017 au 29/06/2017).
2017
Hazée, Simon ; Van Vaerenbergh, Yves ; Armirotto, Vincent . Co-Creating Service Recovery After Service Failure: The Role of Brand Equity. 26th Frontiers in Service Conference (New York (USA), du 22/06/2017 au 25/06/2017).
2016
Hazée, Simon ; Van Vaerenbergh, Yves ; De Keyser, Arne ; Costers, Annelies . Customer Coping with Service Failures Across Cultures: A Multilevel Investigation. 25th Frontiers in Service Conference (Bergen (Norway), du 23/06/2016 au 26/06/2016).
2016
Hazée, Simon ; Delcourt, Cécile ; Van Vaerenbergh, Yves . Sharing a Car? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services. 10th AMA SERVSIG International Service Conference (Maastricht (The Netherlands), du 17/06/2016 au 19/06/2016).
2016
Hazée, Simon ; Delcourt, Cécile ; Van Vaerenbergh, Yves . Sharing a Car? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services. 14th International Research Conference in Service Management (La Londe les Maures (France), du 31/05/2016 au 3/06/2016).
2015
Hazée, Simon ; Delcourt, Cécile ; Van Vaerenbergh, Yves . Do Consumers Dare to Share? Exploring Consumers’ Perceived Risks in Collaborative Consumption.. 44th EMAC Annual Conference (Leuven (Belgium), du 26/05/2015 au 29/05/2015).
2015
Hazée, Simon ; Delcourt, Cécile ; Van Vaerenbergh, Yves . Sharing a Car? Yuck, No! An Investigation of Consumer Contamination in Non-Ownership Services. 24th Frontiers in Service Conference (San Jose, California (USA), du 9/07/2015 au 12/07/2015).
2014
Hazée, Simon ; Delcourt, Cécile ; Van Vaerenbergh, Yves . Should I Access or Should I Own? . 8th AMA SERVSIG International Service Conference (Thessaloniki (Greece), du 13/06/2014 au 15/06/2014).
2014
Hazée, Simon ; Delcourt, Cécile ; Van Vaerenbergh, Yves . Should I Access or Should I Own? Perceived Risks as Barriers to Collaborative Consumption. 23rd Frontiers in Service Conference (Miami (USA), du 26/06/2014 au 29/06/2014).
2013
Hazée, Simon ; Delcourt, Cécile . To Be Afraid or to Be Proud? The Impact of Emotional Valence and Response Efficacy on Persuasion in Anti-Drink Driving Advertising. 42nd EMAC Annual Conference (Istanbul (Turkey), du 04/06/2013 au 07/06/2013).