Simon Hazée

Professeur

SSH/LSM Louvain School of Management (LSM)

SSH/LRIM Louvain Research Institute in Management and Organizations (LouRIM)

I am an Associate Professor of Marketing at Université catholique de Louvain (UCLouvain), attached to the Louvain Research Institute in Management and Organizations (LouRIM) and the Louvain School of Management (LSM). I received my MSc and PhD in Management Science from HEC Liège (Belgium), and have been a visiting scholar at KU Leuven (Belgium) and Fordham University’s Gabelli School of Business (USA).

I conduct research that lies at the intersection of the fields of digital marketing and service management, and mainly focuses on customer experience with new frontline technologies, customer care and marketing in the sharing economy. As LouRIM's Data Ambassador, I actively support open science and engage in both open science and meta-science research.

My work has appeared in the Journal of Service Research, International Journal of Operations and Production Management, Psychology & Marketing, and Journal of Business Research, among others. I serve as an Associate Editor for the Journal of Service Research and Journal of Service Management, and as a member of the Editorial Review Board of the Journal of Business Research.

Postal address

LSM - Bâtiment B
M1.01.01
Chaussée de Binche 151
7000 Mons

LSM

BATB - Bâtiment B
Floor 02 Office B 202
7000 Mons

Phone : 065323367

Learning units for 2025

Label	Code
Business Analytics	LCEMS2114
Customer Relationship Management(CRM)	LLSMS2022
Market Insights	MGEHC2135
Retailing & Distribution Management	MLSMM2131
Digital Data Analysis	MLSMM2231

2026

Journal article

Juquelier, A., Hazée, S., Van Vaerenbergh, Y., & Poncin, I. (2026). Automated social presence in artificial agents: A conventional and qualitative comparative meta-analysis. Journal of the Academy of Marketing Science. Accepted/in-press. https://doi.org/10.1007/s11747-026-01177-x (Original work published 2026)

https://research.dial.uclouvain.be/handle/2078.5/278521

Van Vaerenbergh, Y., Hazée, S., & Zwienenberg, T. J. (2026). Open Science: A Review of Its Effectiveness and Implications for Service Research. Journal of Service Research, 29(1), 22-44. https://doi.org/10.1177/10946705251338461 (Original work published 2026)

https://research.dial.uclouvain.be/handle/2078.5/266691

Conference paper

Juquelier, A., Hazée, S., Van Vaerenbergh, Y., & Poncin, I. (2026, July 1). Service Robots That Evoke Automated Social presence: A Meta-analysis. Frontiers In Service Conference, Helsinki (Finland).

https://research.dial.uclouvain.be/handle/2078.5/277985

Juquelier, A., Hazée, S., Van Vaerenbergh, Y., & Poncin, I. (2026). Automated social presence in artificial agents: A conventional and qualitative comparative meta-analysis. 55th Annual Conference of the European Marketing Academy (EMAC), Bath (UK).

https://research.dial.uclouvain.be/handle/2078.5/277501

2025

Conference paper

Duquesne, O., Ducarroz, C., & Hazée, S. (2025). Retailers’ Differentiated Promotional Practices: Balancing Consumer Fairness Perceptions Across Online and Offline Channels. 41ème Congrès International de l’Association Française du Marketing (AFM), Lille, France.

https://research.dial.uclouvain.be/handle/2078.5/246494

Duquesne, O., Hazée, S., & Ducarroz, C. (2025). Navigating Differentiated Promotional Practices: Examining Consumer Fairness Perceptions in Omnichannel Retail. 54th Annual Conference EMAC 2025, Pozuelo, Spain.

https://research.dial.uclouvain.be/handle/2078.5/246496

Duquesne, O., Hazée, S., & Ducarroz, C. (2025). Navigating Differentiated Promotional Practices: Examining Consumer Fairness Perceptions in Omnichannel Retail. 8ème Journée doctorale franco-belge en Marketing, Paris, France.

https://research.dial.uclouvain.be/handle/2078.5/246498

Duquesne, O., Ducarroz, C., & Hazée, S. (2025). Navigating Retailer’s Differentiated Promotional Practices: Examining Consumer Fairness Perceptions Across Online and Offline Channels. 38th Doctoral Colloquium EMAC 2025, Pozuelo, Spain.

https://research.dial.uclouvain.be/handle/2078.5/246493

Journal article

Hazée, S., De Keyser, A., Larivière, B., Kim, Y., Talebi, A., & Gordeliy, I. (2025). Just Walk Out Stores—The Future of Shopping? Examining Configurations of Reasons for and Against Consumer Adoption. Psychology & Marketing, 42(4), 987-1017. https://doi.org/10.1002/mar.22161 (Original work published 2025)

https://research.dial.uclouvain.be/handle/2078.5/242546

Juquelier, A., Poncin, I., & Hazée, S. (2025). Empathic chatbots: A double-edged sword in customer experiences. Journal of Business Research, 188(115074), 1-12. https://doi.org/10.1016/j.jbusres.2024.115074 (Original work published 2025)

https://research.dial.uclouvain.be/handle/2078.5/271000

2024

Conference paper

Duquesne, O., Hazée, S., & Ducarroz, C. (2024). Navigating the Customer Journey: Examining Promotional Inconsistency Across Offline and Online Channels. 13th AMA SERVSIG International Service Conference, Bordeaux, France.

https://research.dial.uclouvain.be/handle/2078.5/232431

Juquelier, A., Hazée, S., Poncin, I., & et al. (2024). Automated social presence in service encounters led by service robots: a configurational meta-analytical approach. SERVSIG, Bordeaux, France.

https://research.dial.uclouvain.be/handle/2078.5/233253

Journal article

Van Vaerenbergh, Y., & Hazée, S. (2024). Frontline employee work engagement and customer service evaluations: a conceptual replication. Journal of Service Management, 35(5), 630-652. https://doi.org/10.1108/josm-07-2024-0304 (Original work published 2024)

https://research.dial.uclouvain.be/handle/2078.5/234514

2023

Conference paper

Juquelier, A., Poncin, I., & Hazée, S. (2023). Customer experience in interaction with artificial intelligence: the role of artificial empathy. Frontiers in Service Conference, Maastricht, The Netherlands.

https://research.dial.uclouvain.be/handle/2078.5/232623

Hazée, S., De Keyser, A., Larivière, B., Gordeliy, I., Kim, Y., & Talebi, A. (2023). Just walk out stores—the future of shopping? Examining reasons for and against consumer adoption. Frontiers in Service Conference, Maastricht, The Netherlands.

https://research.dial.uclouvain.be/handle/2078.5/28158

Van Vaerenbergh, Y., & Hazée, S. (2023). Too Engaged for Customer Service? Employee Engagement Exacerbates Customers’ Reactions to Negative Service Outcomes. Frontiers in Service Conference, Maastricht, The Netherlands.

https://research.dial.uclouvain.be/handle/2078.5/23507

Zwienenberg, T. J., Van Vaerenbergh, Y., & Hazée, S. (2023). Adoption of Open Science Practices in Service Research: An Empirical Assessment and Ways Forward. Frontiers in Service Conference, Maastricht, The Netherlands.

https://research.dial.uclouvain.be/handle/2078.5/26617

2022

Conference paper

Hazée, S., De Keyser, A., Varga, D., Van Vaerenbergh, Y., Kuzgun, E., & et al. (2022). Social Media Customer Care: Research Synthesis and Future Directions. 12th AMA SERVSIG International Service Conference, Glasgow, UK.

https://research.dial.uclouvain.be/handle/2078.5/105705

Juquelier, A., Hazée, S., & Poncin, I. (2022). The dark side of artificial intelligence: a consumer experiential perspective. 8e Journée de Recherche en Marketing du Grand Est (JRMGE), Nancy.

https://research.dial.uclouvain.be/handle/2078.5/232624

Hazée, S., Zwienenberg, T., Van Vaerenbergh, Y., Faseur, T., & et al. (2022). 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.

https://research.dial.uclouvain.be/handle/2078.5/105704

Journal article

Ravazzani, S., & Hazée, S. (2022). Value co-creation through social media: a multistakeholder, communication perspective. Journal of Service Management, 33(4/5), 589-600. https://doi.org/10.1108/JOSM-11-2021-0411 (Original work published 2022)

https://research.dial.uclouvain.be/handle/2078.5/108048

2021

Journal article

Xu, Y., Hazée, S., So, K. K. F., Li, D. K., & Malthouse, E. C. (2021). An evolutionary perspective on the dynamics of service platform ecosystems for the sharing economy. Journal of Business Research, 135(October), 127-136. https://doi.org/10.1016/j.jbusres.2021.05.056 (Original work published 2021)

https://research.dial.uclouvain.be/handle/2078.5/109829

Conference paper

Hazée, S., De Keyser, A., Varga, D., Kuzgun, E., Van Vaerenbergh, Y., & et al. (2021). Social media customer care: Research synthesis and new directions. Interactive Marketing Research Conference, New York City, USA.

https://research.dial.uclouvain.be/handle/2078.5/105702

2020

Journal article

Hazée, S., Zwienenberg, T., Van Vaerenbergh, Y., Faseur, T., Vandenberghe, A., Keutgens, O., & et al. (2020). Why customers and peer service providers do not participate in collaborative consumption. Journal of Service Management, 31(3), 397-419. https://doi.org/10.1108/JOSM-11-2018-0357 (Original work published 2020)

https://research.dial.uclouvain.be/handle/2078.5/120535

Hazée, S., Van Vaerenbergh, Y., Delcourt, C., & Kabadayi, S. (2020). Service delivery system design for risk management in sharing-based product service systems: a customer-oriented approach. International Journal of Operations and Production Management, 40(4), 459-479. https://doi.org/10.1108/ijopm-08-2019-0581 (Original work published 2020)

https://research.dial.uclouvain.be/handle/2078.5/119797

Hazée, S., & Van Vaerenbergh, Y. (2020). Customers’ contamination concerns: An integrative framework and future prospects for service management. Journal of Service Management, 32(2), 161-175. https://doi.org/10.1108/JOSM-04-2020-0129 (Original work published 2020)

https://research.dial.uclouvain.be/handle/2078.5/118193

2019

Conference paper

Hazée, S. (2019). Why Customers Do Not Participate in the Access Economy. 16th International Research Symposium on Advancing Service Research and Practice (QUIS16) Conference, Karlstad (Sweden).

https://research.dial.uclouvain.be/handle/2078.5/62652

Hazée, S., Van Vaerenbergh, Y., De Faseur, T., Vandenberghe, A., & Keutgens, O. (2019). Why Customers and Peer Service Providers Do Not Participate in Collaborative Consumption. 28th Frontiers in Service Conference, Singapore.

https://research.dial.uclouvain.be/handle/2078.5/63971

Journal article

Hazée, S., Van Vaerenbergh, Y., Delcourt, C., & Warlop, L. (2019). Sharing Goods? Yuck, No! An Investigation of Consumers’ Contamination Concerns About Access-Based Services. Journal of Service Research, 22(3), 256-271. https://doi.org/10.1177/1094670519838622 (Original work published 2019)

https://research.dial.uclouvain.be/handle/2078.5/126257

2018

Journal article

Van Vaerenbergh, Y., Hazée, S., & Costers, A. (2018). Customer participation in service recovery: a meta-analysis. Marketing Letters : a journal of research in marketing, 29(4), 465-483. https://doi.org/10.1007/s11002-018-9470-9 (Original work published 2018)

https://research.dial.uclouvain.be/handle/2078.5/62321

Conference paper

Hazée, S., Zwienenberg, T., Van Vaerenbergh, Y., & De Faseur, T. (2018). Why Customers Do Not Participate in Collaborative Consumption. 15th International Research Conference in Service Management, La Londe les Maures (France).

https://research.dial.uclouvain.be/handle/2078.5/62621

Van Vaerenbergh, Y., Hazée, S., & Costers, A. (2018). Customer Participation in Service Recovery: A Meta-Analysis. 15th International Research Conference in Service Management, La Londe les Maures (France).

https://research.dial.uclouvain.be/handle/2078.5/62626

2017

Journal article

Hazée, S., Delcourt, C., & Van Vaerenbergh, Y. (2017). Burdens of Access : Understanding Customer Barriers and Barrier-Attenuating Practices in Access-Based Services. Journal of Service Research, 20(4), 441-456. https://doi.org/10.1177/1094670517712877 (Original work published 2017)

https://research.dial.uclouvain.be/handle/2078.5/62319

Hazée, S., Van Vaerenbergh, Y., & Armirotto, V. (2017). Co-creating service recovery after service failure: The role of brand equity. Journal of Business Research, 74(4), 101-109. https://doi.org/10.1016/j.jbusres.2017.01.014 (Original work published 2017)

https://research.dial.uclouvain.be/handle/2078.5/60986

Conference paper

Zwienenberg, T., Hazée, S., Van Vaerenbergh, Y., & De Faseur, T. (2017). An Exploration of Consumer Rejection of Collaborative Consumption. Collaborative Economy Think Tank, Surrey, UK.

https://research.dial.uclouvain.be/handle/2078.5/61947

Hazée, S., Delcourt, C., & Van Vaerenbergh, Y. (2017). Burdens of Access: Understanding Customer Barriers and Barrier-Attenuating Practices Related to Access-Based Services. 21st EMAN Conference, Liège (Belgium).

https://research.dial.uclouvain.be/handle/2078.5/61291

Hazée, S., Van Vaerenbergh, Y., & Armirotto, V. (2017). Co-Creating Service Recovery After Service Failure: The Role of Brand Equity. 26th Frontiers in Service Conference, New York (USA).

https://research.dial.uclouvain.be/handle/2078.5/61950

2016

Conference paper

Hazée, S., Delcourt, C., & Van Vaerenbergh, Y. (2016). 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).

https://research.dial.uclouvain.be/handle/2078.5/61638

Hazée, S., Van Vaerenbergh, Y., De Keyser, A., & Costers, A. (2016). Customer Coping with Service Failures Across Cultures: A Multilevel Investigation. 25th Frontiers in Service Conference, Bergen (Norway).

https://research.dial.uclouvain.be/handle/2078.5/62286

Hazée, S., Delcourt, C., & Van Vaerenbergh, Y. (2016). Sharing a Car? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services. 10th AMA SERVSIG International Service Conference, Maastricht (The Netherlands).

https://research.dial.uclouvain.be/handle/2078.5/62284

2015

Conference paper

Hazée, S., Delcourt, C., & Van Vaerenbergh, Y. (2015). Sharing a Car? Yuck, No! An Investigation of Consumer Contamination in Non-Ownership Services. 24th Frontiers in Service Conference, San Jose, California (USA).

https://research.dial.uclouvain.be/handle/2078.5/61636

Hazée, S., Delcourt, C., & Van Vaerenbergh, Y. (2015). Do Consumers Dare to Share? Exploring Consumers’ Perceived Risks in Collaborative Consumption. 44th EMAC Annual Conference, Leuven (Belgium).

https://research.dial.uclouvain.be/handle/2078.5/61640

2014

Conference paper

Hazée, S., Delcourt, C., & Van Vaerenbergh, Y. (2014). Should I Access or Should I Own? Perceived Risks as Barriers to Collaborative Consumption. 23rd Frontiers in Service Conference, Miami (USA).

https://research.dial.uclouvain.be/handle/2078.5/62627

Hazée, S., Delcourt, C., & Van Vaerenbergh, Y. (2014). Should I Access or Should I Own? 8th AMA SERVSIG International Service Conference, Thessaloniki (Greece).

https://research.dial.uclouvain.be/handle/2078.5/62628

2013

Conference paper

Hazée, S., & Delcourt, C. (2013). 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).

https://research.dial.uclouvain.be/handle/2078.5/61953

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Simon Hazée

Postal address

LSM

Social networks

Learning units for 2025