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prof. dr. H.C.A. Roest

Tias Nimbas Full Professor 

Tilburg School of Economics and Management
Department of Marketing


My research focuses on the psychological aspects of selecting service products and business partners, including customer expectation assessment and management.


Principal publications

  • Henk Roest and Aric Rindfleisch (2010), "The Influence of Quality Cues and Typicality Cues on Restaurant Purchase Intention", Journal of Retailing and Consumer Services, 17 (Spring), 10-18
  • Henk Roest (2008), "Experience-Based Category Expectations in Service Quality Research and Management," in: Cases on Hospitality Industry, V. Jauhari (ed.), The Haworth Press, New York, 117-140
  • Ruud Frambach, Henk Roest and Trichy Krishnan (2007), "The Impact of Consumer Internet Experience on Channel Preference and Usage Intentions Across the Different Stages of the Buying Process," Journal of Interactive Marketing, 21 (Spring), 26-41. This article received the Elsevier Top Cited Paper Award 2007-2011.
  • Henk Roest and Rik Pieters (1997), "The Nomological Net of Perceived Service Quality", International Journal of Service Industry Management, 8 (4), 336-351
  • Rik Pieters, Kitty Koelemeijer and Henk Roest (1995), "Assimilation Processes in Service Satisfaction Formation", International Journal of Service Industry Management, 6 (3), 17-33  This article received the Literati Outstanding Paper Award ("best article").

Click here for a list of publications in PDF format PDF

Last amended: 21 March 2018