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Disentangling satisfaction of tenants on science parks: A multiple case study in Belgium

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  • Lecluyse, Laura
  • Knockaert, Mirjam

Abstract

While science parks represent one of the most important policy initiatives to stimulate firm development and growth, their contributions are still highly debated. This paper takes a novel customer-oriented approach to disentangle the contributions science parks provide to their tenants. Particularly, we qualitatively explore when and how science park tenants reach customer satisfaction and how tenants cope with low levels of satisfaction. Our study finds that reaching customer satisfaction is contingent on tenants’ expectations, perceived service quality, and pre-entry achievements. We further disentangle coping strategies used by tenants when they are confronted with low levels of satisfaction. Our study provides important theoretical contributions to the organizational sponsorship literature by adding new insights from social psychology and holds valuable practical and policy implications.

Suggested Citation

  • Lecluyse, Laura & Knockaert, Mirjam, 2020. "Disentangling satisfaction of tenants on science parks: A multiple case study in Belgium," Technovation, Elsevier, vol. 98(C).
    • Handle: RePEc:eee:techno:v:98:y:2020:i:c:s0166497220300377
    DOI: 10.1016/j.technovation.2020.102156
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    Cited by:

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    4. Hülya Ünlü & Serdal Temel & Kristel Miller, 2023. "Understanding the drivers of patent performance of University Science Parks in Turkey," The Journal of Technology Transfer, Springer, vol. 48(3), pages 842-872, June.

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