Vlerick Repository
The Vlerick Repository is a searchable open-access publication database, containing the complete archive of research output written by Vlerick Business School faculty and researchers.
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Item Synchromodal replenishment under non-stationary demand: an illustrative case study(2024)Synchromodal replenishment aligns transport mode decisions with inventory replenishment needs. We present a case study considering the simultaneous use of road and rail transport to replenish a distribution center in Belgium from a supplier in Spain, aiming for a modal shift from road to sustainable rail transport. Product demand is non-stationary, meaning the demand distribution changes over time. Although the underlying demand distribution is not directly observable, demand observations provide partial information.- We apply the synchromodal replenishment policy proposed in Yee et al. (2024) that combines a committed, stable rail order with flexible short-term orders on rail and road. The short-term orders are based on inventory levels and partial information about the non-stationary demand. The case study demonstrates the value of adding short-term flexibility to rail orders to induce a modal shift. Our analysis shows how the proposed policy improves the modal shift compared to a benchmark policy without flexible rail orders. The retailer can reduce the carbon footprint of its replenishments without compromising service levels or costs. We also show how offering the flexible rail option increases the rail operator’s revenues. These findings highlight the potential of synchromodal replenishment with flexible rail orders to facilitate a modal shift.Item Breaking through only to break up: A cross-country analysis of the speed of advancement and exit of female executives(Wiley, 2025)We examine the speed of advancements and exits of female executive directors vis-à-vis comparable men. In line with recent research, we suggest that women are likely to experience an apparent gender-based advantage in the form of lower age at the time of their first-ever executive director appointment. However, we argue that this advantage may be transitory. Appointed women also experience faster exits from these positions, with age partially mediating the differential speed of exits between male and female executive directors. We also contend that these effects are contingent on countries' local gender norms (especially women's economic participation) such that lower gender parity leads to even lower ages at appointments and faster exits for female executive directors. Results based on 15,202 unique rookie executive directors from 33 countries between 2002 and 2015 largely support these predictions.Item Editorial: Paradoxes of diversity, equity and inclusion: from the lab to the social field(Frontiers Media, 2024)Item The influence of emotions and communication style on customer satisfaction and recommendation in a call center context: An NLP-based analysis(Elsevier Science Inc., 2025)We study the impact of customer sentiment, agent sentiment, and emotional matching (i.e., call center agents matching emotional expressive states of customers) on satisfaction and recommendation intentions in a utilitarian service context. We methodologically contribute by text mining observed data using advanced transformer-based NLP algorithms and compare findings with those of previous survey-based research. An analysis of 25008 call center conversations reveals that positive (vs negative) customer sentiment more strongly impacts satisfaction and recommendation. For recommendation (vs satisfaction) we observe that negative emotional expressions have a relatively stronger weight, albeit less strong than that of positive ones. We find that emotional expressions of call center agents (vs those of clients) have a smaller impact on these outcomes. Emotional matching is observed as beneficial, but not necessarily when faced with negative high-arousal emotional expressions. As conceptual grounding, we refer to theorizing around delight, formality, source credibility, emotional arousal and loss aversion.