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.
Vlerick Repository
Featured Items
Recent Submissions
Item Metadata only The Innovative Business School(Taylor & Francis, 2025-10-14)Business schools are better at teaching innovation than practising it. Yet the external turmoil schools are facing is rapidly exceeding that of internal dynamics and business school leaders are advised to turn their attention outwards. While Covid-19 was a systemic shock that induced a wave of innovation, business school leaders today need to think about how to create a more systemic approach to innovation than one that is driven by a single response to a single external event. Business schools operate in a dynamic environment demanding a solid innovation engine that enables innovation across four dimensions – portfolio, format, pedagogy and partnerships. Schools benefit from paying specific attention to (1) how to organisationally embed innovation in the school and (2) how to build an ecosystem that fortifies its efforts, all while battling the incumbent inertia that stems from sticky mental models and resource dependencies.Item Metadata only Locally Relevant, Globally Inspired(Oxford University Press (OUP), 2025-11-14)This chapter examines how business schools navigate the tension between global internationalization and local relevance. It explains that while global expansion enhances reputation, diversity, and academic quality, many schools originate as locally embedded institutions closely tied to regional economies and communities. The chapter highlights that internationalization, when purpose-driven rather than expansionary, strengthens local impact by translating global insights into contextualized, applicable knowledge. It presents Vlerick Business School’s evolution and its Open to the World initiative as models for integrating global standards while serving local ecosystems and emphasizes alliances such as FOME to demonstrate how internationalization raises quality benchmarks. Finally, the chapter advocates a ‘glocal’ approach, urging schools to combine global ambition with local engagement to sustain relevance, legitimacy, and societal contribution.Item Metadata only Patient experience in the evolution towards digitalized care(Vlerick Business School, 2025)The ongoing digitization of healthcare has brought about a paradigm shift in how patients access and interact with health services. The deployment of advanced technologies, ranging from telemedicine and electronic health records to wearable medical devices, has transformed healthcare, offering promising possibilities for efficiency, accessibility, and personalized care. Central to this evolution is the patient experience, whose acceptance and utilization of digital health technologies are crucial determinants for the successful progression of this transformation. This academic research report aims to provide a comprehensive analysis of the patient experience in the context of the evolution towards digitized care. A thorough literature review forms the foundation of this study, examining and analyzing theoretical frameworks that explain the acceptance of technologies in healthcare. By integrating diverse perspectives on technology acceptance, we seek to understand why certain technologies are embraced successfully while others are met with reservation. The underlying motivation of this research is twofold. Firstly, we strive to offer insights into the factors influencing the acceptance of digital health technologies, with a particular focus on various theoretical models attempting to elucidate this complex dynamic. Secondly, we aim to provide policymakers, healthcare professionals, and technology developers with practical insights that can serve as guidance for the implementation of digital health applications, ultimately optimizing patient care. In the following discourse, we will first provide an overview of the current state of affairs in the digitization of healthcare, followed by a critical examination of the literature on technology acceptance. Subsequently, we will delve into the specific challenges and opportunities that arise in the context of patient experience within digitized care. This report seeks to bridge the gap between scholarly insights and practical applications, with findings serving as valuable building blocks for further research and policy development in the rapidly evolving landscape of digital healthcare.Item Metadata only Leveraging NLP to Analyze Emotions in Customer-Agent Interactions: Impacts on Satisfaction and Recommendation Intentions(2025)We investigate the impact of customer and agent emotions, as well as emotional matching, on satisfaction and recommendation intentions in a utilitarian service context. Employing transformer-based NLP algorithms, we analyze observed data from 25,008 call center conversations and compare our findings with prior survey-based research. Our analysis reveals that positive customer sentiment more strongly influences satisfaction and recommendation than negative sentiment. Negative emotions, while less impactful than positive ones, have a relatively greater effect on recommendation than on satisfaction. Agent emotions have a smaller impact on both outcomes compared to customer emotions. Emotional matching is generally beneficial, except when dealing with high-arousal negative emotions like anger. Our conceptual framework is grounded in theories of delight, formality, source credibility, emotional arousal, and loss aversion.Item Metadata only A state-market interplay framework for strategic knowledge management in Chinese MNEs(Elsevier, 2026-06)The internationalization of Chinese multinational enterprises (MNEs) has triggered a rapid rise in research on their knowledge management practices. However, this literature lacks a coherent theory to explain variation in Chinese MNEs’ knowledge management strategies in and over time. In particular, we still lack an understanding of how firms navigate the unique tension between a home-country state-as-strategist and the market-led logic of global competition. To address this theoretical gap, this paper draws on a systematic review of 150 articles to develop a state-market interplay framework for the strategic knowledge management of Chinese MNEs. Our framework explains how the relationship between state-led and market-led logics generates three distinct strategic modes, each with a corresponding dominant knowledge management strategy: (1) Subordinated Interplay emphasizing knowledge acquisition; (2) Conflicting Interplay focused on knowledge transfer; and (3) Integrated Interplay concentrating on global knowledge creation. We also identify firm-level capabilities and external and internal catalysts that influence transitions between modes. The study contributes to International Business theory and the knowledge-based view by offering a typology of state–market interplay in state-capitalist economies and by explaining the institutional contingencies of firms’ knowledge strategies. We conclude by outlining avenues for future research.