Paul Gemmel

Functietitel : Research Fellow

Operations & Supply Chain Management

Expert in
Healthcare management
Service Quality Management
Capacity Management in Services
Efficiency Benchmarking in Services
Operationeel en supply chain management
Service operations management
Hospital Management


Paul Gemmel is als research fellow verbonden aan Vlerick Business School.



Articles in refereed journals with impact

  • Verleye K. Gemmel P. Rangarajan D.  forthcoming. Engaged Customers as Job Resources or Demands for Frontline Employees?. Journal of Service Theory and Practice,

  • Verleye K. Gemmel P. Rangarajan D.  2014. Managing Engagement Behaviors in a Network of Customers and Stakeholders: Evidence from the Nursing Home Sector. Journal of Service Research, 17(1): 68-84.

  • Robberecht R. Cardoen B. Gemmel P.  2014. Breaking down the silo of the hospital pharmacy. British Journal of Hospital Medicine, 75(9): 486-487.

  • Gemmel P. Vandaele D. Tambeur W.  2008. Hospital Process Orientation (HPO): The development of a measurement tool. Total Quality Management & Business Excellence, 19(12): 1207-1217.

  • Verhaeghe R. Vlerick P. De Backer G. Van Maele G. Gemmel P.  2008. Recurrent changes in the work environment, job resources and distress among nurses: a comparative cross-sectional survey. International Journal of Nursing Studies, 45(3): 382-392.

  • Vandaele D. Rangarajan D. Gemmel P. Lievens A.  2007. How to govern business services exchanges: contractual and relational issues. International Journal of Management Reviews, 9(3): 237-258.

  • Vandaele D. Gemmel P.  2007. Purchased business services influence downstream supply chain members. International Journal of Service Industry Management, 18(3): 307-328.

  • Verhaeghe R. Vlerick P. Gemmel P. Van Maele G. De Backer G.  2006. Impact of recurrent changes in the work environment on nurses' psychological well-being and sickness absence. Journal of Advanced Nursing, 56(6): 646-656.

  • Gemmel P. Boaden R.  2002. Editorial special issue Healthcare Operations Management. International Journal of Operations and Production Management, 22(3)

  • De Man S. Gemmel P. Vlerick P. Van Rijk P. Dierckx R.  2002. Patients’ perceptions of service quality and patient satisfaction in nuclear medicine. European Journal of Nuclear Medicine, 29(9)

Articles in other (un)refereed journals

  • Trkman P. Mertens W. Viaene S. Gemmel P.  2015. From business process management to customer process management. Business Process Management Journal, 21(2): 250-266.

  • Cardoen B. Gemmel P. Robberecht R.  2013. De onthaalomgeving vanuit een service-operations perspectief., 11(2): 22-28.

  • Cardoen B. Gemmel P. Robberecht R.  2012. Lean in healthcare - Breaking the trade-off between service and efficiency. Zorgmagazine, (May): 32-34.

  • Verleye K. Gemmel P.  2011. Innovation in the elderly care sector: at the edge of chaos. Journal of Management & Marketing in Healthcare,

  • Gemmel P. Verleye K.  2010. Emotional attachment to a hospital: bringing employees and customers into the engagement zone. Journal of Applied Management and Entrepreneurship, 15(3): 78-93.

  • Berbée R. Gemmel P. Droesbeke B. Casteleyn H. Vandaele D.  2009. Evaluation of Hospital Service Level Agreements. International Journal of Health Care Quality Assurance, 22(5)

  • Vanderputten I. Gemmel P.  2005. Materiaallogistiek in ziekenhuizen: een vergelijkende studie van de huidige organisatie in 12 Vlaamse ziekenhuizen. Acta Hospitalia, (3): 55-71.

  • Vanhoucke M. Vereecke A. Gemmel P.  2005. The project scheduling game (PSG): simulating time/ cost trade-offs in projects. Project Management Journal, 36(1): 51-59.

  • Vandaele D. Gemmel P.  2004. Service level agreements: een literatuuroverzicht. Tijdschrift voor Economie en Management, XLIX(1): 137-168.

  • Gemmel P. Van Dierdonck R.  1999. Admission scheduling in acute care hospitals: does the practice fit with the theory?. International Journal of Operations and Production Management, 19(9): 863-.

Book Chapters

  • Gemmel P. Vanderputten I.  2005. De organisatie en de toegevoegde waarde van materiaallogistiek in ziekenhuizen. In: Ed. Management Jaarboek 2005 (pp. 138-145). Vlaamse Management Associatie.

  • Gemmel P. Vereecke A.  2004. Obtaining better performance through business process orientation. In: Verweire K. Van den Berghe L.A.A. Ed. Integrated Performance Management. A Guide to Strategy Implementation (pp. 116-134). Sage Publications.

  • Gemmel P.  2004. Performance at the operational level: quality- and time-based competition. In: Verweire K. Van den Berghe L.A.A. Ed. Integrated Performance Management. A Guide to Strategy Implementation (pp. 51-68).

  • Gemmel P. Vandaele D.  2004. Service level agreements. Overbodige luxe of noodzaak?. In: Ed. Management Jaarboek 2004 (pp. 124-129). Vlaamse Management Associatie.

  • Gemmel P.  2003. Benchmarking van prestatie-indicatoren: het gebruik van Activity-Based Productivity Analysis en Data Envelopment Analysis bij efficiëntiebenchmarking in dienstenorganisaties. In: Bruggeman W. Ameels A. Scheipers G. Ed. Strategisch besturen met de Balanced Scorecard (pp. 177-200). Maklu Uitgevers.

  • Gemmel P. Krols K.  2003. Geïntegreerde prestatiemeting. Een vergelijkende studie van de ontwikkeling en implementatie in ziekenhuizen en productiebedrijven. In: Corens D. Sermeus W. Gemmel P. Vanden Bavière H. Van Tielen R. Ed. Compendium Gezondheidszorg en -Statistiek. De cijfers en het verhaal erachter Wolters Kluwer Belgium.

  • Gemmel P. Verweire K. Van Ossel G. Bruggeman W. Van Dierdonck R. Van Looy B.  2003. Performance measurement systems in service firms. In: Van Looy B. Gemmel P. Van Dierdonck R. Ed. Services management: an integrated approach (pp. 373-403). Pearson Education.

  • Gemmel P. Parmentier A. Michiels D.  2003. Procesgerichte organisatiestructuren in de gezondheidszorg: een uitdaging voor het huidige millenium?. In: Ed. Handboek gezondheidseconomie Wolters Kluwer Belgium.

  • De Man S. Vlerick P. Gemmel P. Dierckx R.  2003. Productivity and service quality in ambulatory care clinics. Rainer Hampp Verlag.

  • Gemmel P. Bourgonjon F.  2002. Efficiency benchmarking of bank branches for staffing purposes using DEA. In: Ed. Quality in service: crossing borders (pp. 147-150). University of Victoria.

  • Van Ossel G. Bruggeman W. Desmet S. Gemmel P. Slagmulder R. Van Dierdonck R. Van Looy B.  1998. Performance management in service firms. 


  • Gemmel P. Verleye K.  2010. Service management voor zorgorganisaties. Die Keure.

  • Corens D. Sermeus W. Gemmel P. Vanden Bavière H. Van Tielen R.  2003. Compendium Gezondheidszorg en -Statistiek. De cijfers en het verhaal erachter. Wolters Kluwer België-.

  • Van Looy B. Gemmel P. Van Dierdonck R.  2003. Services management: an integrated approach. Pearson Education.

  • Gemmel P. Bourgonjon F.  2002. Het operatiekwartier: knooppunt of knelpunt?. Wolters Kluwer België-.

  • Gemmel P. Van Dierdonck R. Van Looy B.  1998. Services management: an integrated approach. Pitman Publishing.

Conference Presentations

  • Verleye K. Gemmel P. Rangarajan D.  2012. Designing Service Interfaces in Co-Creation Situations. Paper presented at La Londe Conference, May 29-June 1, France.

  • Verleye K. Gemmel P. Rangarajan D.  2011. Why indirect customers deserve managers' attention: a quantitative and qualitative study on indirect customer engagement behavior. Paper presented at QUIS Conference 2011, New York,

  • Geerts A. Blindenbach-Driessen F. Gemmel P.  2009. Ambidexterity versus punctuated equilibrium and its effect on firm performance. Paper presented at 11th European Conference on Creativity and Innovation, October 28-30, Brussels, Belgium.

  • Sioncke G. Gemmel P.  2006. Strategic outsourcing in Healthcare Organisations: How to forge a successful pact to improve business performance?. Paper presented at 11th World Congress for Total Quality Management, December 4-6, Wellington, New Zealand.

Conference Proceedings

  • Gemmel P. Cardoen B. Robberecht R. Landry S.  2015. Process Performance and Service Quality in Chemotherapy Day Units: Two Sides of the Same Coin. (pp. 103-111). Shangai:

  • Geerts A. Blindenbach-Driessen F. Gemmel P.  2009. Ambidexterity in service firms. Twente:

  • Gemmel P. Verleye K.  2009. Manage the human sigma in the hospital. (pp. 140-149). Wolfsburg:

  • Vandaele D. Gemmel P.  2006. Boundary-spanning behavior of frontline service employees: impact on performance productivity and quality. Atlanta, Georgia:

  • Gemmel P. Vandaele D. Tambeur W.  2006. Hospital Process Orientation (HPO): the development of a measurement tool. La Londe des Maures:

  • Gemmel P. Vereecke A. Van Dierdonck R.  1999. A theoretical framework of international operations networks in pure service industries. (pp. 545-560). Venice: Universidad de Sevilla.

Doctoral dissertation

  • Gemmel P.  1996. A simulation-based experimental investigation of a hospital service requirements planning system under different sources of uncertainty. 

Research reports

  • Cardoen B. Gemmel P. Robberecht R.  2013. Witboek ziekenhuisapotheek - Positie van de ziekenhuisapotheek in de zorgketen. Healthcare Management Centre. (38 p.)

  • Geerts A. Blindenbach-Driessen F. Gemmel P.  2009. Ambidextrous innovation behavior in service firms. Flanders DC. (54 p.)

  • Verleye K. Gemmel P.  2009. Innovation in the elderly care sector: at the edge of chaos. Flanders DC. (131 p.)

  • Gemmel P. De Raedt L.  2008. De gezondheidszorg als complex adaptief systeem: een ander perspectief op innovatie. Flanders DC. (106 p.)

  • Van den Holen P. De Raedt L. De Maeseneer J. Gemmel P.  2008. Toekomstig ziekenhuislandschap Vlaanderen. (99 p.)

Vlerick cases

  • Gemmel P. De Raedt L.  2009. Access blocking at Ghent University Hospital. ECCH Case Study. Reference no. 609-007-1 (C) + 609-007-8 (TN).

Vlerick working papers

  • Gemmel P. Vandaele D. Tambeur W.  2007. Hospital Process Orientation (HPO): the development of a measurement tool. 2007/30 (23p.).

  • De Man S. Vandaele D. Gemmel P.  2004. The waiting experience and consumer perception of service quality in outpatient clinics. 2004 (36p.).