Tuncdogan A; Acar OA; Volberda HW; de Ruyter K, 2024, 'IQ, EQ, and multiple intelligences: A brief review of the discussion', in The Oxford Handbook of Individual Differences in Organizational Contexts, pp. 53 - 63
Book Chapters | 2024
Tuncdogan A; Acar OA; Volberda HW; de Ruyter K, 2024, 'Introduction', in The Oxford Handbook of Individual Differences in Organizational Contexts, Oxford University Press, pp. 3 - 10, http://dx.doi.org/10.1093/oxfordhb/9780192897114.013.1
Book Chapters | 2022
Keeling DI; de Ruyter K; Cox D, 2022, 'Introduction to the handbook of research on customer loyalty', in Handbook of Research on Customer Loyalty, pp. 1 - 3
Book Chapters | 2022
Keeling DI; de Ruyter K, 2022, 'Loyalty-Based Learning (LBL) in channel enablement programmes', in Handbook of Research on Customer Loyalty, pp. 164 - 172
Book Chapters | 2020
Okazaki S; de Ruyter K; Mukherji P; Minami C; Nishioka K; Boyi L, 2020, 'Special Session: Marketing and Consumer Wellbeing in Digital Environment: An Abstract', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 263 - 264, http://dx.doi.org/10.1007/978-3-030-39165-2_111
Book Chapters | 2019
Keeling DI; de Ruyter K; Cox D, 2019, 'Engagement-to-value (E2V): An empirical case study', in Hollebeek LD; Sprott DE(ed.), Handbook of Research on Customer Engagement, pp. 20 - 34, http://dx.doi.org/10.4337/9781788114899.00007
Book Chapters | 2019
de Ruijter J, 2019, 'Engagement-to-Value Conversion. An empirical case study', in Handbook of Research on Customer Engagement, Edward Elgar Publishing, pp. 20 - 34
Book Chapters | 2016
Storey C; Blonska A; de Ruyter K, 2016, 'A Dyadic View on Buyers and Sellers Social Capital: Its Effect on Customized Treatments and Relationship Commitment', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 383, http://dx.doi.org/10.1007/978-3-319-19428-8_101
Book Chapters | 2015
de Ruyter K; Feinberg RA, 2015, 'The Cross Cultural Power of Environmental Advertisement Claim on Product Attitude and Purchase Intention for Services', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 121 - 122, http://dx.doi.org/10.1007/978-3-319-17356-6_37
Book Chapters | 2015
de Ruyter K; Wetzels M, 2015, 'Service Brand Extensions the Role of Corporate Image and Extension Similarity', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 39 - 43, http://dx.doi.org/10.1007/978-3-319-17356-6_11
Book Chapters | 2015
Čaić M; Mahr D; Aguirre E; de Ruyter K; Wetzels M, 2015, '“Too Close for Comfort”: The Negative Effects of Location-Based Advertising', in Advances in Advertising Research (Vol. V), Springer Fachmedien Wiesbaden, pp. 103 - 111, http://dx.doi.org/10.1007/978-3-658-08132-4_8
Book Chapters | 2014
De Ruyter K; Van Laer T, 2014, 'It’s the social, stupid! Leveraging the 4C markers of social in online service delivery', in Handbook of Service Marketing Research, pp. 413 - 436, http://dx.doi.org/10.4337/9780857938855.00029
Book Chapters | 2014
de Ruyter K; Patterson PG; Yu T, 2014, 'Are you (appropriately) experienced? Service-sales ambidexterity.', in Rust R; Huang MH(ed.), Handbook of Service Marketing Research, Edward Elgar Publishing, pp. 270 - 292, http://dx.doi.org/10.4337/9780857938855
Book Chapters | 2014
de Ruyter K; van Laer T, 2014, 'Chapter 19: It's the social, stupid! Leveraging the 4C markers of social in online service delivery', in Handbook of Service Marketing Research, Edward Elgar Publishing, pp. 413 - 436, http://dx.doi.org/10.4337/9780857938855.00029
Book Chapters | 2013
de Ruyter K; Yu Y, 2013, 'You can, if you think you can: The impact of customer and employee efficacy on technology based service delivery.', in Fisk R; Russell-Bennett R; Harris LC(ed.), Serving Customers: Global Services Marketing Perspectives, Tilde University Press, pp. 129 - 143
Book Chapters | 2010
Streukens S; Wetzels M; Daryanto A; de Ruyter K, 2010, 'Analyzing Factorial Data Using PLS: Application in an Online Complaining Context', in Handbook of Partial Least Squares, Springer Berlin Heidelberg, pp. 567 - 587, http://dx.doi.org/10.1007/978-3-540-32827-8_25
Book Chapters | 2009
Bandyopadhyay S; Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2009, 'Multi-Channel Retailing and Customer Satisfaction', in Contemporary Research in E-Branding, IGI Global, pp. 280 - 291, http://dx.doi.org/10.4018/978-1-59904-813-0.ch018
Book Chapters | 2009
Belei N; Noteborn G; de Ruyter K, 2009, 'Cross-world branding - one world is not enough', in Kingsley J; Wankel C(ed.), Higher Education in Virtual Worlds: Teaching and Learning in Second Life, Emerald Group Publishing Ltd, pp. 112 - 140
Book Chapters | 2009
Warrington P; Gangstad E; Feinberg R; de Ruyter K, 2009, 'Multi-channel retailing and customer satisfaction: Implications for E-CRM', in Lee I(ed.), Emergent Strategies for E.Business Processes, Services and Implications: Advancing Corporate Frameworks, IGI Global, USA, pp. 47 - 59
Book Chapters | 2009
Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2009, 'Multi-Channel Retailing and Customer Satisfaction', in Advances in E-Business Research, IGI Global, pp. 47 - 58, http://dx.doi.org/10.4018/978-1-60566-154-4.ch004
Book Chapters | 2008
Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2008, 'Multi-Channel Retailing and Customer Satisfaction', in Electronic Commerce, IGI Global, pp. 1902 - 1914, http://dx.doi.org/10.4018/978-1-59904-943-4.ch148
Book Chapters | 2008
Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2008, 'Multi-channel retailing and customer satisfaction: Implications for eCRM', in Contemporary Research in E-Branding, pp. 280 - 291, http://dx.doi.org/10.4018/978-1-59904-813-0.ch018
Wetzels M; de Ruyter K, 1999, 'Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Call Center Agents', in Service Quality and Management, Deutscher Universitätsverlag, pp. 227 - 250, http://dx.doi.org/10.1007/978-3-322-90981-7_9
Book Chapters | 1996
von Raesfeld Meijer AM; de Ruyter K; Cabo P, 1996, 'Cooperation new service development: A social dynamic approach', in Advances in Services Marketing and Management, Elsevier, pp. xxvi - xxvii, http://dx.doi.org/10.1016/s1067-5671(96)05044-5
Hamelberg K; de Ruyter K; van Dolen W; Konuş U, 2025, 'Finding the Right Voice: How CEO Communication on the Russia–Ukraine War Drives Public Engagement and Digital Activism', Journal of Public Policy and Marketing, 44, pp. 140 - 159, http://dx.doi.org/10.1177/07439156241230910
Journal articles | 2024
Montecchi M; Plangger K; West D; de Ruyter K, 2024, 'Perceived brand transparency: A conceptualization and measurement scale', Psychology and Marketing, 41, pp. 2274 - 2297, http://dx.doi.org/10.1002/mar.22048
Journal articles | 2023
Heller J; Mahr D; de Ruyter K; Schaap E; Hilken T; Keeling DI; Chylinski M; Flavián C; Jung T; Rauschnabel PA, 2023, 'An interdisciplinary Co-authorship networking perspective on AR and human behavior: Taking stock and moving ahead', Computers in Human Behavior, 143, http://dx.doi.org/10.1016/j.chb.2023.107697
Journal articles | 2023
Mahr D; Heller J; de Ruyter K, 2023, 'Augmented reality (AR): The blurring of reality in human-computer interaction', Computers in Human Behavior, 145, http://dx.doi.org/10.1016/j.chb.2023.107755
Journal articles | 2023
Satornino CB; Pelser J; Wetzels M; de Ruyter K; Grewal D, 2023, 'You've lost that learning feeling: Drivers and drawbacks of channel partner disengagement with sales training', Industrial Marketing Management, 113, pp. 258 - 276, http://dx.doi.org/10.1016/j.indmarman.2023.06.006
Journal articles | 2023
de Ruyter K; Keeling D, 2023, 'Responsible management on the organizational frontline: a stewardship perspective', Emerald Open Research, 1, http://dx.doi.org/10.1108/eor-04-2023-0002
Journal articles | 2022
Barnes S; de Ruyter K, 2022, 'Guest editorial: Artificial intelligence as a market-facing technology: getting closer to the consumer through innovation and insight', European Journal of Marketing, 56, pp. 1585 - 1589, http://dx.doi.org/10.1108/EJM-05-2022-979
Journal articles | 2022
Golf-Papez M; Heller J; Hilken T; Chylinski M; de Ruyter K; Keeling DI; Mahr D, 2022, 'Embracing falsity through the metaverse: The case of synthetic customer experiences', Business Horizons, 65, pp. 739 - 749, http://dx.doi.org/10.1016/j.bushor.2022.07.007
Journal articles | 2022
Hilken T; Chylinski M; Keeling DI; Heller J; de Ruyter K; Mahr D, 2022, 'How to strategically choose or combine augmented and virtual reality for improved online experiential retailing', Psychology and Marketing, 39, pp. 495 - 507, http://dx.doi.org/10.1002/mar.21600
Journal articles | 2022
Hilken T; Chylinski M; de Ruyter K; Heller J; Keeling DI, 2022, 'Exploring the frontiers in reality-enhanced service communication: from augmented and virtual reality to neuro-enhanced reality', Journal of Service Management, 33, pp. 657 - 674, http://dx.doi.org/10.1108/JOSM-11-2021-0439
Journal articles | 2022
Hilken T; Heller J; Keeling DI; Chylinski M; Mahr D; de Ruyter K, 2022, 'Bridging Imagination Gaps on the Path to Purchase with Augmented Reality: Field and Experimental Evidence', Journal of Interactive Marketing, 57, pp. 356 - 375, http://dx.doi.org/10.1177/10949968221083555
Journal articles | 2022
Hilken T; Keeling DI; Chylinski M; de Ruyter K; Golf Papez M; Heller J; Mahr D; Alimamy S, 2022, 'Disrupting marketing realities: A research agenda for investigating the psychological mechanisms of next-generation experiences with reality-enhancing technologies', Psychology and Marketing, 39, pp. 1660 - 1671, http://dx.doi.org/10.1002/mar.21678
Journal articles | 2022
Hollebeek LD; Keeling DI; de Ruyter K, 2022, 'Customer engagement design in industrial innovation', Industrial Marketing Management, 106, pp. 83 - 89, http://dx.doi.org/10.1016/j.indmarman.2022.07.010
Journal articles | 2022
Keeling DI; de Ruyter K; Laing A, 2022, 'Consumer (dis)engagement coping profiles using online services in managing health-related stressors', Psychology and Marketing, 39, pp. 2205 - 2220, http://dx.doi.org/10.1002/mar.21717
Journal articles | 2022
Ludwig S; Herhausen D; Grewal D; Bove L; Benoit S; de Ruyter K; Urwin P, 2022, 'Communication in the Gig Economy: Buying and Selling in Online Freelance Marketplaces', Journal of Marketing, 86, pp. 141 - 161, http://dx.doi.org/10.1177/00222429211030841
Journal articles | 2022
Plangger K; Grewal D; de Ruyter K; Tucker C, 2022, 'The future of digital technologies in marketing: A conceptual framework and an overview', Journal of the Academy of Marketing Science, 50, pp. 1125 - 1134, http://dx.doi.org/10.1007/s11747-022-00906-2
Journal articles | 2022
de Ruyter K; Keeling DI; Plangger K; Montecchi M; Scott ML; Dahl DW, 2022, 'Reimagining marketing strategy: driving the debate on grand challenges', Journal of the Academy of Marketing Science, 50, pp. 13 - 21, http://dx.doi.org/10.1007/s11747-021-00806-x
Journal articles | 2021
Chong T; Yu T; Keeling DI; de Ruyter K, 2021, 'AI-chatbots on the services frontline addressing the challenges and opportunities of agency', Journal of Retailing and Consumer Services, 63, http://dx.doi.org/10.1016/j.jretconser.2021.102735
Journal articles | 2021
Gonsalves C; Ludwig S; de Ruyter K; Humphreys A, 2021, 'Writing for Impact in Service Research', Journal of Service Research, 24, pp. 480 - 499, http://dx.doi.org/10.1177/10946705211024732
Journal articles | 2021
Heller J; Chylinski M; de Ruyter K; Keeling DI; Hilken T; Mahr D, 2021, 'Tangible Service Automation: Decomposing the Technology-Enabled Engagement Process (TEEP) for Augmented Reality', Journal of Service Research, 24, pp. 84 - 103, http://dx.doi.org/10.1177/1094670520933692
Journal articles | 2021
Keeling DI; Keeling K; de Ruyter K; Laing A, 2021, 'How value co-creation and co-destruction unfolds: a longitudinal perspective on dialogic engagement in health services interactions', Journal of the Academy of Marketing Science, 49, pp. 236 - 257, http://dx.doi.org/10.1007/s11747-020-00737-z
Journal articles | 2021
de Jong A; de Ruyter K; Keeling DI; Polyakova A; Ringberg T, 2021, 'Key trends in business-to-business services marketing strategies: Developing a practice-based research agenda', Industrial Marketing Management, 93, pp. 1 - 9, http://dx.doi.org/10.1016/j.indmarman.2020.12.004
Journal articles | 2020
Chylinski M; Heller J; Hilken T; Keeling DI; Mahr D; de Ruyter K, 2020, 'Augmented reality marketing: A technology-enabled approach to situated customer experience', Australasian Marketing Journal, 28, pp. 374 - 384, http://dx.doi.org/10.1016/j.ausmj.2020.04.004
Journal articles | 2020
Farace S; Roggeveen A; Villarroel Ordenes F; De Ruyter K; Wetzels M; Grewal D, 2020, 'Patterns in Motion: How Visual Patterns in Ads Affect Product Evaluations', Journal of Advertising, 49, pp. 3 - 17, http://dx.doi.org/10.1080/00913367.2019.1652120
Journal articles | 2020
Hilken T; Keeling DI; de Ruyter K; Mahr D; Chylinski M, 2020, 'Seeing eye to eye: social augmented reality and shared decision making in the marketplace', Journal of the Academy of Marketing Science, 48, pp. 143 - 164, http://dx.doi.org/10.1007/s11747-019-00688-0
Journal articles | 2020
Jessen A; Hilken T; Chylinski M; Mahr D; Heller J; Keeling DI; de Ruyter K, 2020, 'The playground effect: How augmented reality drives creative customer engagement', Journal of Business Research, 116, pp. 85 - 98, http://dx.doi.org/10.1016/j.jbusres.2020.05.002
Journal articles | 2020
Keeling DI; Cox D; de Ruyter K, 2020, 'Deliberate learning as a strategic mechanism in enabling channel partner sales performance', Industrial Marketing Management, 90, pp. 113 - 123, http://dx.doi.org/10.1016/j.indmarman.2020.07.005
Journal articles | 2020
Meyer JH; De Ruyter K; Grewal D; Cleeren K; Keeling DI; Motyka S, 2020, 'Categorical versus dimensional thinking: improving anti-stigma campaigns by matching health message frames and implicit worldviews', Journal of the Academy of Marketing Science, 48, pp. 222 - 245, http://dx.doi.org/10.1007/s11747-019-00673-7
Journal articles | 2020
Mo C; Yu T; de Ruijter J, 2020, 'Don’t you (forget about me): The impact of out-of-the-channel-loop perceptions in distribution channels', European Journal of Marketing, 54, pp. 761 - 790, http://dx.doi.org/10.1108/EJM-05-2018-0324
Journal articles | 2020
Okazaki S; Eisend M; Plangger K; de Ruyter K; Grewal D, 2020, 'Understanding the Strategic Consequences of Customer Privacy Concerns: A Meta-Analytic Review', Journal of Retailing, 96, pp. 458 - 473, http://dx.doi.org/10.1016/j.jretai.2020.05.007
Journal articles | 2020
de Ruyter K; Heller J; Hilken T; Chylinski M; Keeling DI; Mahr D, 2020, 'Seeing with the Customer’s Eye: Exploring the Challenges and Opportunities of AR Advertising', Journal of Advertising, 49, pp. 109 - 124, http://dx.doi.org/10.1080/00913367.2020.1740123
Journal articles | 2020
de Ruyter K; Keeling DI; Yu T, 2020, 'Service-Sales Ambidexterity: Evidence, Practice, and Opportunities for Future Research', Journal of Service Research, 23, pp. 13 - 21, http://dx.doi.org/10.1177/1094670519878880
Journal articles | 2019
Carrozzi A; Chylinski M; Heller J; Hilken T; Keeling DI; de Ruyter K, 2019, 'What's Mine Is a Hologram? How Shared Augmented Reality Augments Psychological Ownership', Journal of Interactive Marketing, 48, pp. 71 - 88, http://dx.doi.org/10.1016/j.intmar.2019.05.004
Journal articles | 2019
Heller J; Chylinski M; de Ruyter K; Mahr D; Keeling DI, 2019, 'Let Me Imagine That for You: Transforming the Retail Frontline Through Augmenting Customer Mental Imagery Ability', Journal of Retailing, 95, pp. 94 - 114, http://dx.doi.org/10.1016/j.jretai.2019.03.005
Journal articles | 2019
Heller J; Chylinski M; de Ruyter K; Mahr D; Keeling DI, 2019, 'Touching the Untouchable: Exploring Multi-Sensory Augmented Reality in the Context of Online Retailing', Journal of Retailing, 95, pp. 219 - 234, http://dx.doi.org/10.1016/j.jretai.2019.10.008
Journal articles | 2019
Keeling DI; de Ruyter K; Mousavi S; Laing A, 2019, 'Technology push without a patient pull: Examining digital unengagement (DU) with online health services', European Journal of Marketing, 53, pp. 1701 - 1732, http://dx.doi.org/10.1108/EJM-10-2017-0692
Journal articles | 2019
Mo C; Yu T; de Ruyter K; Chen C-F, 2019, 'Unfolding the impacts of transaction-specific investments: Moderation by out-of-the-channel-loop perceptions and achievement orientations', Industrial Marketing Management, 78, http://dx.doi.org/10.1016/j.indmarman.2017.10.002
Journal articles | 2019
Ordenes FV; Grewal D; Ludwig S; Ruyter KD; Mahr D; Wetzels M, 2019, 'Cutting through Content Clutter: How speech and image acts drive consumer sharing of social media brand messages', Journal of Consumer Research, 45, pp. 988 - 1012, http://dx.doi.org/10.1093/jcr/ucy032
Journal articles | 2019
de Ruyter K; Keeling D, 2019, 'Responsible management on the organizational frontline: A stewardship perspective', Emerald Open Research, 1, pp. 6 - 6, http://dx.doi.org/10.12688/emeraldopenres.12908.1
Aguirre E; Mahr D; De Ruyter K; Grewal D; Pelser J; Wetzels M, 2018, 'The effect of review writing on learning engagement in channel partner relationship management', Journal of Marketing, 82, pp. 64 - 84, http://dx.doi.org/10.1509/jm.15.0121
Journal articles | 2018
Benos T; Kalogeras N; Wetzels M; de Ruyter K; Pennings JME, 2018, 'Harnessing a 'currency matrix' for performance measurement in cooperatives: A multi-phased study', Sustainability (Switzerland), 10, http://dx.doi.org/10.3390/su10124536
Journal articles | 2018
Benos T; Kalogeras N; de Ruyter K; Wetzels M, 2018, 'Diagnosing member-customer ostracism in co-operatives and counterpoising its relationship-poisoning effects', European Journal of Marketing, 52, pp. 1778 - 1801, http://dx.doi.org/10.1108/EJM-11-2016-0634
Journal articles | 2018
Hilken T; Heller J; Chylinski M; Keeling DI; Mahr D; de Ruyter K, 2018, 'Making omnichannel an augmented reality: the current and future state of the art', Journal of Research in Interactive Marketing, 12, pp. 509 - 523, http://dx.doi.org/10.1108/JRIM-01-2018-0023
Journal articles | 2018
Keeling DI; Laing A; De Ruyter K, 2018, 'Evolving roles and structures of triadic engagement in healthcare', Journal of Service Management, 29, pp. 352 - 377, http://dx.doi.org/10.1108/JOSM-09-2016-0249
Journal articles | 2018
Keeling DI; Rigby M; de Ruyter K; Bove LL; Stern PJ, 2018, 'Guest editorial', European Journal of Marketing, 52, pp. 2194 - 2206, http://dx.doi.org/10.1108/EJM-11-2018-899
Journal articles | 2018
Motyka S; Grewal D; Aguirre E; Mahr D; de Ruyter K; Wetzels M, 2018, 'The emotional review–reward effect: how do reviews increase impulsivity?', Journal of the Academy of Marketing Science, 46, pp. 1032 - 1051, http://dx.doi.org/10.1007/s11747-018-0585-6
Journal articles | 2018
Piyathasanan B; Mathies C; Patterson PG; de Ruyter K, 2018, 'Continued value creation in crowdsourcing from creative process engagement', Journal of Services Marketing, 32, pp. 19 - 33, http://dx.doi.org/10.1108/JSM-02-2017-0044
Journal articles | 2018
Ruyter KD; Isobel Keeling D; Ngo LV, 2018, 'When nothing is what it seems: A digital marketing research agenda', Australasian Marketing Journal, 26, pp. 199 - 202, http://dx.doi.org/10.1016/j.ausmj.2018.07.003
Journal articles | 2018
Storey C; Kocabasoglu-Hillmer C; Roden S; de Ruyter K, 2018, 'Governing embedded partner networks: Certification and partner communities in the IT sector', International Journal of Operations and Production Management, 38, pp. 1709 - 1734, http://dx.doi.org/10.1108/IJOPM-12-2016-0708
Journal articles | 2018
Yu T; de Ruyter K; Patterson P; Chen CF, 2018, 'The formation of a cross-selling initiative climate and its interplay with service climate', European Journal of Marketing, 52, pp. 1457 - 1484, http://dx.doi.org/10.1108/EJM-08-2016-0487
Journal articles | 2017
Chylinski M; Mathmann F; de Ruyter K; Higgins T, 2017, 'When Plentiful Platforms Pay Off: Assessment Orientation Moderates the Effect of Assortment Size on Choice Engagement and Product Valuation', Journal of Retailing, 93, pp. 212 - 227, http://dx.doi.org/10.1016/j.jretai.2017.02.001
Journal articles | 2017
Farace S; van Laer T; de Ruyter K; Wetzels M, 2017, 'Assessing the effect of narrative transportation, portrayed action, and photographic style on the likelihood to comment on posted selfies', European Journal of Marketing, 51, pp. 1961 - 1979, http://dx.doi.org/10.1108/EJM-03-2016-0158
Journal articles | 2017
Hilken T; de Ruyter K; Chylinski M; Mahr D; Keeling DI, 2017, 'Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences', Journal of the Academy of Marketing Science, 45, pp. 884 - 905, http://dx.doi.org/10.1007/s11747-017-0541-x
Journal articles | 2017
Marinova D; de Ruyter K; Huang M-H; Meuter ML; Challagalla G, 2017, 'Getting Smart', Journal of Service Research, 20, pp. 29 - 42, http://dx.doi.org/10.1177/1094670516679273
Journal articles | 2017
Mathmann F; Chylinski M; Tory Higgins E; de Ruyter K, 2017, 'Every step counts: When physical movement affects perceived value', Journal of Retailing and Consumer Services, 39, pp. 279 - 285, http://dx.doi.org/10.1016/j.jretconser.2017.08.007
Journal articles | 2017
Mathmann F; Higgins ET; Chylinski M; de Ruyter K, 2017, 'When Size Matters: Sensitivity to Missed Opportunity Size Increases With Stronger Assessment', Personality and Social Psychology Bulletin, 43, pp. 1427 - 1439, http://dx.doi.org/10.1177/0146167217717244
Journal articles | 2017
Ordenes FV; Ludwig S; De Ruyter K; Grewal D; Wetzels M, 2017, 'Unveiling what is written in the stars: Analyzing explicit, implicit, and discourse patterns of sentiment in social media', Journal of Consumer Research, 43, pp. 875 - 894, http://dx.doi.org/10.1093/jcr/ucw070
Journal articles | 2017
Rafaeli A; Altman D; Gremler DD; Huang M-H; Grewal D; Iyer B; Parasuraman A; de Ruyter K, 2017, 'The Future of Frontline Research', Journal of Service Research, 20, pp. 91 - 99, http://dx.doi.org/10.1177/1094670516679275
Journal articles | 2016
Cleeren K; Lamey L; Meyer JH; De Ruyter K, 2016, 'How Business Cycles Affect the Healthcare Sector: A Cross-country Investigation', Health Economics (United Kingdom), pp. 787 - 800, http://dx.doi.org/10.1002/hec.3187
Journal articles | 2016
Hensen N; Keeling DI; de Ruyter K; Wetzels M; de Jong A, 2016, 'Making SENS: exploring the antecedents and impact of store environmental stewardship climate', Journal of the Academy of Marketing Science, 44, pp. 497 - 515, http://dx.doi.org/10.1007/s11747-015-0446-5
Journal articles | 2016
Hensen N; Keeling DI; de Ruyter K; Wetzels M, 2016, 'Me, Myself, and Future Generations: The Role of Affinity and Effectiveness in the Creation of Consumer Environmental Stewardship (CENS)', Psychology and Marketing, 33, pp. 389 - 406, http://dx.doi.org/10.1002/mar.20882
Journal articles | 2016
Hofacker CF; de Ruyter K; Lurie NH; Manchanda P; Donaldson J, 2016, 'Gamification and Mobile Marketing Effectiveness', Journal of Interactive Marketing, 34, pp. 25 - 36, http://dx.doi.org/10.1016/j.intmar.2016.03.001
Journal articles | 2016
Kiratli N; Rozemeijer F; Hilken T; de Ruyter K; de Jong A, 2016, 'Climate setting in sourcing teams: Developing a measurement scale for team creativity climate', Journal of Purchasing and Supply Management, 22, pp. 196 - 204, http://dx.doi.org/10.1016/j.pursup.2016.04.006
Journal articles | 2016
Ludwig S; de Ruyter K, 2016, 'Decoding social media speak: developing a speech act theory research agenda', Journal of Consumer Marketing, 33, pp. 124 - 134, http://dx.doi.org/10.1108/JCM-04-2015-1405
Journal articles | 2016
Ludwig S; van Laer T; de Ruyter K; Friedman M, 2016, 'Untangling a Web of Lies: Exploring Automated Detection of Deception in Computer-Mediated Communication', Journal of Management Information Systems, 33, pp. 511 - 541, http://dx.doi.org/10.1080/07421222.2016.1205927
Journal articles | 2015
Aguirre E; Mahr D; Grewal D; de Ruitjer K; Wetzels M, 2015, 'Unraveling the personalization paradox: The effect of information collection and trust-building strategies on online advertisement effectiveness', Journal of Retailing, 91, pp. 34 - 49, http://dx.doi.org/10.1016/j.jretai.2014.09.005
Journal articles | 2015
Pelser J; de Ruyter K; Wetzels M; Grewal D; Cox D; van Beuningen J, 2015, 'B2B Channel Partner Programs: Disentangling Indebtedness from Gratitude', Journal of Retailing, http://dx.doi.org/10.1016/j.jretai.2015.05.006
Journal articles | 2015
Piyathasanan B; Mathies C; Wetzels M; Patterson PG; de Ruijter J, 2015, 'A Hierarchical Model of Virtual Experience and its Influences on Customer Perceived Value and Loyalty', International Journal of Electronic Commerce, 19, pp. 126 - 158, http://www.tandfonline.com/doi/abs/10.1080/10864415.2015.979484
Journal articles | 2015
Yu T; Patterson P; de ruyter K, 2015, 'Converting service encounters into cross-selling opportunities: Does faith in supervisor ability help or hinder service-sales ambidexterity?', European Journal of Marketing, 49, pp. 491 - 511, http://dx.doi.org/10.1108/EJM-10-2013-0549
Journal articles | 2014
Blazevic V; Wiertz C; Cotte J; De Ruyter K; Keeling DI, 2014, 'GOSIP in cyberspace: Conceptualization and scale development for general online social interaction propensity', Journal of Interactive Marketing, 28, pp. 87 - 100, http://dx.doi.org/10.1016/j.intmar.2013.09.003
Journal articles | 2014
De Ruijter J; Broere L; Mulder MF; Van Der Ploeg AT; Rubio-Gozalbo ME; Wortmann SB; Visser G; Wijburg FA, 2014, 'Growth in patients with mucopolysaccharidosis type III (Sanfilippo disease)', Journal of Inherited Metabolic Disease, 37, pp. 447 - 454, http://dx.doi.org/10.1007/s10545-013-9658-3
Journal articles | 2014
Ludwig S; De Ruyter K; Mahr D; Wetzels M; Brüggen E; De Ruyck T, 2014, 'Take their word for it: The symbolic role of linguistic style matches in user communities', MIS Quarterly: Management Information Systems, 38, pp. 1201 - 1218, http://dx.doi.org/10.25300/misq/2014/38.4.12
Journal articles | 2014
Motyka S; Grewal D; Puccinelli NM; Roggeveen AL; Avnet T; Daryanto A; de Ruyter K; Wetzels M, 2014, 'Regulatory fit: A meta-analytic synthesis', Journal of Consumer Psychology, 24, pp. 394 - 410, http://dx.doi.org/10.1016/j.jcps.2013.11.004
Journal articles | 2014
Van Laer T; De Ruyter K; Visconti LM; Wetzels M, 2014, 'The extended transportation-imagery model: A meta-analysis of the antecedents and consequences of consumers' narrative transportation', Journal of Consumer Research, 40, pp. 797 - 817, http://dx.doi.org/10.1086/673383
Journal articles | 2013
Blonska A; Storey C; Rozemeijer F; Wetzels M; de Ruyter K, 2013, 'Decomposing the effect of supplier development on relationship benefits: The role of relational capital', Industrial Marketing Management, 42, pp. 1295 - 1306, http://dx.doi.org/10.1016/j.indmarman.2013.06.007
Journal articles | 2013
Keeling DI; Daryanto A; de Ruyter K; Wetzels M, 2013, 'Take it or leave it: Using regulatory fit theory to understand reward redemption in channel reward programs', Industrial Marketing Management, 42, pp. 1345 - 1356, http://dx.doi.org/10.1016/j.indmarman.2013.07.005
Journal articles | 2013
Ludwig S; De Ruyter K; Friedman M; Brüggen EC; Wetzels M; Pfann G, 2013, 'More than words: The influence of affective content and linguistic style matches in online reviews on conversion rates', Journal of Marketing, 77, pp. 87 - 103, http://dx.doi.org/10.1509/jm.11.0560
Journal articles | 2013
Vock M; van Dolen W; de Ruyter K, 2013, 'Understanding Willingness to Pay for Social Network Sites', Journal of Service Research, 16, pp. 311 - 325, http://dx.doi.org/10.1177/1094670512472729
Journal articles | 2013
Weinberg BD; de Ruyter K; Dellarocas C; Buck M; Keeling DI, 2013, 'Destination social business: Exploring an organization's journey with social media, collaborative community and expressive individuality', Journal of Interactive Marketing, 27, pp. 299 - 310, http://dx.doi.org/10.1016/j.intmar.2013.09.006
Journal articles | 2013
Yu T; Patterson PG; de Ruyter K, 2013, 'Achieving Servcie-Sales Ambidexterity', Journal of Service Research, 16, pp. 52 - 66, http://dx.doi.org/10.1177/1094670512453878
Journal articles | 2013
van Laer T; de Ruyter K; Cox D, 2013, 'A Walk in Customers' Shoes: How Attentional Bias Modification Affects Ownership of Integrity-violating Social Media Posts', Journal of Interactive Marketing, 27, pp. 14 - 27, http://dx.doi.org/10.1016/j.intmar.2012.09.002
Journal articles | 2012
Breugelmans E; Köhler CF; Dellaert BGC; de Ruyter K, 2012, 'Promoting Interactive Decision Aids on Retail Websites: A Message Framing Perspective with New versus Traditional Focal Actions', Journal of Retailing, 88, pp. 226 - 235, http://dx.doi.org/10.1016/j.jretai.2011.10.003
Journal articles | 2012
Jasmand C; Blazevic V; De Ruyter K, 2012, 'Generating sales while providing service: A study of customer service representatives' ambidextrous behavior', Journal of Marketing, 76, pp. 20 - 37, http://dx.doi.org/10.1509/jm.10.0448
Journal articles | 2012
Klesse AK; Goukens C; Geyskens K; de Ruyter K, 2012, 'Repeated exposure to the thin ideal and implications for the self: Two weight loss program studies', International Journal of Research in Marketing, 29, pp. 355 - 362, http://dx.doi.org/10.1016/j.ijresmar.2012.06.003
Journal articles | 2012
Schepers J; Falk T; De Ruyter K; De Jong A; Hammerschmidt M, 2012, 'Principles and principals: Do customer stewardship and agency control compete or complement when shaping frontline employee behavior?', Journal of Marketing, 76, pp. 1 - 20, http://dx.doi.org/10.1509/jm.11.0112
Journal articles | 2012
Van Laer T; De Ruyter K; Wetzels M, 2012, 'Effects of narrative transportation on persuasion: A meta-analysis', Advances in Consumer Research, 40, pp. 579 - 581
Journal articles | 2012
van Birgelen M; Dellaert BGC; de Ruyter K, 2012, 'Communication channel consideration for in-home services: The moderating role of customer participation', Journal of Service Management, 23, pp. 216 - 252, http://dx.doi.org/10.1108/09564231211226123
Journal articles | 2012
van Dolen WM; de Cremer D; de Ruyter K, 2012, 'Consumer Cynicism toward Collective Buying: The Interplay of Others' Outcomes, Social Value Orientation, and Mood', Psychology and Marketing, 29, pp. 306 - 321, http://dx.doi.org/10.1002/mar.20523
Journal articles | 2011
Belei N; Noteborn G; De Ruyter K, 2011, 'It's a brand new world: Teaching brand management in virtual environments', Journal of Brand Management, 18, pp. 611 - 623, http://dx.doi.org/10.1057/bm.2011.6
Journal articles | 2011
Brüggen E; Wetzels M; de Ruyter K; Schillewaert N, 2011, 'Individual differences in motivation to participate in online panels: The effect on reponse rate and reponse quality perceptions', International Journal of Market Research, 53
Journal articles | 2011
Köhler CF; Rohm AJ; De Ruyter K; Wetzels M, 2011, 'Return on interactivity: The impact of online agents on newcomer adjustment', Journal of Marketing, 75, pp. 93 - 108, http://dx.doi.org/10.1509/jmkg.75.2.93
Journal articles | 2011
Scheepers J; De jong A; Wetzels M; de Ruyter K, 2011, 'Psychological safety and social support in groupware adoption: A multi-level assessment in education.', Computers and Education, 51, pp. 757 - 775
Journal articles | 2011
Schepers J; de Jong A; de Ruyter K; Wetzels M, 2011, 'Fields of gold: Perceived efficacy in virtual teams of field service employees', Journal of Service Research, 14, pp. 372 - 389, http://dx.doi.org/10.1177/1094670511412354
Journal articles | 2011
Streukens S; van Hoesel S; de Ruyter K, 2011, 'Return on marketing investments in B2B customer relationships: A decision-making and optimization approach', Industrial Marketing Management, 40, pp. 149 - 161, http://dx.doi.org/10.1016/j.indmarman.2010.06.002
Journal articles | 2011
Van B; Wetzels M; de Ruyter K, 2011, 'The power of self-efficacy change during service provision: Making your customers feel better about themselves pays off', Journal of Service Research, 14, pp. 108 - 125
Journal articles | 2011
Van laer T; de Ruyter K, 2011, 'In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts', International Journal of Research in Marketing, 27, pp. 164 - 174, http://dx.doi.org/10.1016/j.ijresmar.2009.12.010
Journal articles | 2010
Daryanto A; de Ruyter K; Wetzels M; Patterson PG, 2010, 'Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting', Journal of the Academy of Marketing Science, 38, pp. 604 - 616, http://dx.doi.org/10.1007/s11747-009-0165-x
Journal articles | 2010
Daryanto A; de Ruyter K; Wetzels M, 2010, 'Getting a Discount or Sharing the Cost: The Influence of Regulatory Fit on Consumer Response to Service Pricing Schemes', Journal of Service Research, 13, pp. 153 - 167
Journal articles | 2010
Libai B; Bolton R; Bugel M; de Ruyter K; Gotz O; Risselada H; Stephen A, 2010, 'Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research', Journal of Service Research, 13, pp. 267 - 282, http://dx.doi.org/10.1177/1094670510375600
Journal articles | 2010
de Ruyter K, 2010, 'Focus versus nominal group interviews: A comparative analysis', Journal of Knowledge Management, 14, pp. 44 - 50, http://dx.doi.org/10.1108/02634509610131153
Journal articles | 2009
Kleijnen M; Lievens M; de Ruyter K; Wetzels M, 2009, 'Knowledge creation through mobile social networks and its impact on intentions to use innovative mobile services', Journal of Service Research, 12, pp. 15 - 35
Journal articles | 2009
Patterson PG; de Ruyter K; Wetzels M; Pauwels P, 2009, 'The Propensity to Continue Internationalization: A Study of Entrepreneurial Decision-Making in Australian Service Firms', Advances in International Marketing, 20, pp. 11 - 36, http://dx.doi.org/10.1108/S1474-7979(2009)0000020004
Journal articles | 2009
Van beuningen J; de Ruyter K; Wetzels M; Streukens S, 2009, 'Customer Self-Efficacy in Technology-Based Self Service: Assessing Between- and Within-Person Differences', Journal of Service Research, 11, pp. 407 - 428
Journal articles | 2009
de Ruyter K; De jong A; Wetzels M, 2009, 'Antecedents and consequences of environmental stewardship in boudary-spanning B2B teams', Journal of the Academy of Marketing Science, 37, pp. 470 - 487
Journal articles | 2009
de Ruyter K; Dolen W; Dolen W, 2009, 'A dual-sequence framework for B2C relationship formation: Moderating effects of employee communication style in online group chat.', Psychology and Marketing, 26, pp. 145 - 174
Journal articles | 2008
De jong A; de Ruyter K; Wetzels M, 2008, 'Linking Employee Perceptions of Collective Efficacy in Self-Managing Service Teams with Customer-Perceived service Quality', International Journal of Service Industry Management, 19, pp. 353 - 378
Journal articles | 2008
Lei J; de Ruyter K; Wetzels M, 2008, 'Consumer Responses to Vertical Service Line Extensions', Journal of Retailing, 84, pp. 268 - 280
Journal articles | 2008
Mathwick C; Wiertz C; de Ruyter K, 2008, 'Social Capital Production in a Virtual P3 Community', Journal of Consumer Research, 34, pp. 832 - 849
Journal articles | 2008
van Dolen WM; de Ruyter K; Streukens S, 2008, 'The effect of humor in electronic service encounters', Journal of Economic Psychology, 29, pp. 160 - 179, http://dx.doi.org/10.1016/j.joep.2007.05.001
Journal articles | 2007
Kleijnen M; de Ruyter K; Wetzels M, 2007, 'An assessment of value creation in mobile service delivery and the moderating role of time consciousness', Journal of Retailing, 83, pp. 33 - 46, http://dx.doi.org/10.1016/j.jretai.2006.10.004
Journal articles | 2007
Van Dolen WM; Dabholkar PA; de Ruyter K, 2007, 'La satisfaction envers les discussions en ligne de clients: l'influence des attributs technologiques perçus, des caractéristiques du groupe de discussion et du style de communication du conseiller', Recherche et Applications en Marketing (French Edition), 22, pp. 83 - 111, http://dx.doi.org/10.1177/076737010702200306
Journal articles | 2007
Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2007, 'Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM', International Journal of E-Business Research (IJEBR), 3, pp. 57 - 69, http://dx.doi.org/10.4018/jebr.2007040105
Journal articles | 2007
Wiertz C; De Ruyter K, 2007, 'Beyond the call of duty: Why customers contribute to firm-hosted commercial online communities', Organization Studies, 28, pp. 347 - 376, http://dx.doi.org/10.1177/0170840607076003
Journal articles | 2007
van Dolen WM; Dabholkar PA; de Ruyter K, 2007, 'Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style', Journal of Retailing, 83, pp. 339 - 358, http://dx.doi.org/10.1016/j.jretai.2007.03.004
Journal articles | 2006
De Jong A; De Ruyter K; Wetzels M, 2006, 'Linking employee confidence to performance: A study of self-managing service teams', Journal of the Academy of Marketing Science, 34, pp. 576 - 587, http://dx.doi.org/10.1177/0092070306287126
Journal articles | 2006
Deutskens E; De Jong A; De Ruyter K; Wetzels M, 2006, 'Comparing the generalizability of online and mail surveys in cross-national service quality research', Marketing Letters, 17, pp. 119 - 136, http://dx.doi.org/10.1007/s11002-006-4950-8
Journal articles | 2006
Deutskens E; De Ruyter K; Wetzels M, 2006, 'An assessment of equivalence between online and mail surveys in service research', Journal of Service Research, 8, pp. 346 - 355, http://dx.doi.org/10.1177/1094670506286323
Journal articles | 2006
van Birgelen M; de Jong A; de Ruyter K, 2006, 'Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions', Journal of Retailing, 82, pp. 367 - 377, http://dx.doi.org/10.1016/j.jretai.2006.08.010
Journal articles | 2006
van Dolen W; de Ruyter K; Carman J, 2006, 'The role of self- and group-efficacy in moderated group chat', Journal of Economic Psychology, 27, pp. 324 - 343, http://dx.doi.org/10.1016/j.joep.2005.05.007
Journal articles | 2005
De Jong A; De Ruyter K; Lemmink J, 2005, 'Service climate in self-managing teams: Mapping the linkage of team member perceptions and service performance outcomes in a business-to-business setting', Journal of Management Studies, 42, pp. 1593 - 1620, http://dx.doi.org/10.1111/j.1467-6486.2005.00558.x
Journal articles | 2005
De Jong A; De Ruyter K; Wetzels M, 2005, 'Antecedents and consequences of group potency: A study of self-managing service teams', Management Science, 51, pp. 1610 - 1625, http://dx.doi.org/10.1287/mnsc.1050.0425
Journal articles | 2005
Kleijnen M; De Ruyter K; Andreassen TW, 2005, 'Image congruence and the adoption of service innovations', Journal of Service Research, 7, pp. 343 - 359, http://dx.doi.org/10.1177/1094670504273978
Journal articles | 2005
Schepers J; Wetzels M; de Ruyter K, 2005, 'Leadership styles in technology acceptance: Do followers practice what leaders preach?', Managing Service Quality, 15, pp. 496 - 508, http://dx.doi.org/10.1108/09604520510633998
Journal articles | 2004
De Jong A; De Ruyter K; Lemmink J, 2004, 'Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams', Journal of Marketing, 68, pp. 18 - 35, http://dx.doi.org/10.1509/jmkg.68.2.18.27790
Journal articles | 2004
De Jong A; De Ruyter K, 2004, 'Adaptive versus proactive behavior in service recovery: The role of self-managing teams', Decision Sciences, 35, pp. 457 - 491, http://dx.doi.org/10.1111/j.0011-7315.2004.02513.x
Journal articles | 2004
Deutskens E; De Ruyter K; Wetzels M; Oosterveld P, 2004, 'Response rate and response quality of Internet-based surveys: An experimental study', Marketing Letters, 15, pp. 21 - 36, http://dx.doi.org/10.1023/B:MARK.0000021968.86465.00
Journal articles | 2004
Keen C; Wetzels M; de Ruyter K; Feinberg R, 2004, 'E-tailers versus retailers. Which factors determine consumer preferences', Journal of Business Research, 57, pp. 685 - 695, http://dx.doi.org/10.1016/S0148-2963(02)00360-0
Journal articles | 2004
Kleijnen M; De Ruyter K; Wetzels M, 2004, 'Consumer adoption of wireless services: Discovering the rules, while playing the game', Journal of Interactive Marketing, 18, pp. 51 - 61, http://dx.doi.org/10.1002/dir.20002
Journal articles | 2004
Kleijnen M; Wetzels M; de Ruyter K, 2004, 'Consumer acceptance of wireless finance', Journal of Financial Services Marketing, 8, pp. 206 - 217, http://dx.doi.org/10.1057/palgrave.fsm.4770120
Journal articles | 2004
Kyriakopoulos K; De Ruyter K, 2004, 'Knowledge stocks and information flows in new product development', Journal of Management Studies, 41, pp. 1469 - 1498, http://dx.doi.org/10.1111/j.1467-6486.2004.00482.x
Journal articles | 2004
Ouwersloot H; Lemmink J; de Ruyter K, 2004, 'Moving beyond intuition - Managing allocation decisions in relationship marketing in business-to-business markets', Industrial Marketing Management, 33, pp. 701 - 710, http://dx.doi.org/10.1016/j.indmarman.2004.02.001
Journal articles | 2004
Perea Y Monsuwé T; Dellaert BGC; De Ruyter K, 2004, 'What drives consumers to shop online? A literature review', International Journal of Service Industry Management, 15, pp. 102 - 121, http://dx.doi.org/10.1108/09564230410523358
Journal articles | 2004
Streukens S; De Ruyter K, 2004, 'Reconsidering nonlinearity and asymmetry in customer satisfaction and loyalty models: An empirical study in three retail service settings', Marketing Letters, 15, pp. 99 - 111, http://dx.doi.org/10.1023/B:MARK.0000047387.12609.23
Journal articles | 2004
Wiertz C; de Ruyter K; Keen C; Streukens S, 2004, 'Cooperating for service excellence in multichannel service systems - An empirical assessment', Journal of Business Research, 57, pp. 424 - 436, http://dx.doi.org/10.1016/S0148-2963(02)00276-X
Journal articles | 2004
van Dolen W; de Ruyter K; Lemmink J, 2004, 'An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction', Journal of Business Research, 57, pp. 437 - 444, http://dx.doi.org/10.1016/S0148-2963(02)00277-1
Journal articles | 2003
de Jong A; de Ruyter K; Lemmink J, 2003, 'The Adoption of Information Technology by Self-Managing Service Teams', Journal of Service Research, 6, pp. 162 - 179, http://dx.doi.org/10.1177/1094670503257046
Journal articles | 2003
van Birgelen M; de Ruyter K; Wetzels M, 2003, 'The impact of attitude strength on customer-oriented priority setting by decision-makers: An empirical investigation', Journal of Economic Psychology, 24, pp. 763 - 783, http://dx.doi.org/10.1016/S0167-4870(03)00052-7
Journal articles | 2002
De Ruyter K; Semeijn J, 2002, 'Forging buyer-seller relationships for total quality management in international business: The case of the European cement industry', Total Quality Management, 13, pp. 403 - 417, http://dx.doi.org/10.1080/09544120220135264
Journal articles | 2002
De Ruyter K, 2002, 'Research on e-service', International Journal of Service Industry Management, 13, pp. 410 - 411
Journal articles | 2002
Van Birgelen M; De Ruyter K; De Jong A; Wetzels M, 2002, 'Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences', International Journal of Research in Marketing, 19, pp. 43 - 64, http://dx.doi.org/10.1016/S0167-8116(02)00047-2
Journal articles | 2002
Van Dolen WM; De Ruyter K, 2002, 'Moderated group chat: An empirical assessment of a new e-service encounter', International Journal of Service Industry Management, 13, pp. 496 - 511, http://dx.doi.org/10.1108/09564230210447959
Journal articles | 2002
van Dolen W; Lemmink J; de Ruyter K; de Jong A, 2002, 'Customer-sales employee encounters: A dyadic perspective', Journal of Retailing, 78, pp. 265 - 279, http://dx.doi.org/10.1016/S0022-4359(02)00067-2
Journal articles | 2001
Bloemer J; de Ruyter K, 2001, 'The impact of attitude strength on the acceptance of green services', Journal of Retailing and Consumer Services, 9, pp. 45 - 52, http://dx.doi.org/10.1016/s0969-6989(01)00005-4
Journal articles | 2001
De Jong A; De Ruyter K; Streukens S; Ouwersloot H, 2001, 'Perceived uncertainty in self-managed service teams: An empirical assessment', International Journal of Service Industry Management, 12, pp. 158 - 183, http://dx.doi.org/10.1108/09564230110387533
Journal articles | 2001
De Ruyter K; Moorman L; Lemmink J, 2001, 'Antecedents of Commitment and Trust in Customer-Supplier Relationships in High Technology Markets', Industrial Marketing Management, 30, pp. 271 - 286, http://dx.doi.org/10.1016/S0019-8501(99)00091-7
Journal articles | 2001
De Ruyter K; Wetzels M; Kleijnen M, 2001, 'Customer adoption of e-service: An experimental study', International Journal of Service Industry Management, 12, pp. 184 - 207, http://dx.doi.org/10.1108/09564230110387542
Journal articles | 2001
Van Birgelen M; De Ruyter K; Wetzels M, 2001, 'Conceptualizing and Isolating Cultural Differences in Performance Data in International High-Tech Industrial Markets', Industrial Marketing Management, 30, pp. 23 - 35, http://dx.doi.org/10.1016/S0019-8501(99)00076-0
Journal articles | 2001
Van Birgelen M; De Ruyter K; Wetzels M, 2001, 'What factors determine use of quality-related marketing research information? An empirical investigation', Total Quality Management, 12, pp. 521 - 534, http://dx.doi.org/10.1080/09544120123611
Journal articles | 2001
de Ruyter K; Wetzels M; Feinberg R, 2001, 'Role stress in call centers: Its effects on employee performance and satisfaction', Journal of Interactive Marketing, 15, pp. 23 - 35, http://dx.doi.org/10.1002/dir.1008
Journal articles | 2001
de Ruyter K; Wetzels M; Feinberg R, 2001, 'Role stress in call centers: Its effects on employee performance and satisfaction', Journal of Interactive Marketing, 15, pp. 23 - 35, http://dx.doi.org/10.1002/dir.1008.abs
Journal articles | 2001
van Birgelen M; de Ruyter K; Wetzels M, 2001, 'What Makes Service Research Centers Effective?', Journal of Service Research, 3, pp. 265 - 273, http://dx.doi.org/10.1177/109467050133007
Journal articles | 2000
Burgers A; De Ruyter K; Keen C; Streukens S, 2000, 'Customer expectation dimensions of voice-to-voice service encounters: A scale-development study', International Journal of Service Industry Management, 11, pp. 142 - 161, http://dx.doi.org/10.1108/09564230010323642
Journal articles | 2000
De Ruyter K; Wetzels M, 2000, 'Customer equity considerations in service recovery: A cross-industry perspective', International Journal of Service Industry Management, 11, pp. 91 - 108, http://dx.doi.org/10.1108/09564230010310303
Journal articles | 2000
De Ruyter K; Wetzels M, 2000, 'Determinants of a relational exchange orientation in the marketing-manufacturing interface: An empirical investigation', Journal of Management Studies, 37, pp. 257 - 276, http://dx.doi.org/10.1111/1467-6486.00180
Journal articles | 2000
De Ruyter K; Wetzels M, 2000, 'The marketing-finance interface: A relational exchange perspective', Journal of Business Research, 50, pp. 209 - 215, http://dx.doi.org/10.1016/S0148-2963(99)00034-X
Journal articles | 2000
De Ruyter K; Wetzels M, 2000, 'The role of corporate image and extension similarity in service brand extensions', Journal of Economic Psychology, 21, pp. 639 - 659, http://dx.doi.org/10.1016/S0167-4870(00)00024-6
Journal articles | 2000
De Ruyter K; Wetzels M, 2000, 'With a little help from my fans - Extending models of pro-social behaviour to explain supporters' intentions to buy soccer club shares', Journal of Economic Psychology, 21, pp. 387 - 409, http://dx.doi.org/10.1016/S0167-4870(00)00010-6
Journal articles | 2000
Feinberg RA; Kim IS; Hokama L; De Ruyter K; Keen C, 2000, 'Operational determinants of caller satisfaction in the call center', International Journal of Service Industry Management, 11, pp. 131 - 141, http://dx.doi.org/10.1108/09564230010323633
Journal articles | 2000
Odekerken-Schröder G; van Birgelen M; Lemmink J; de Ruyter K; Wetzels M, 2000, 'Moments of sorrow and joy: An empirical assessment of the complementary value of critical incidents in understanding customer service evaluations', European Journal of Marketing, 34, pp. 107 - 125, http://dx.doi.org/10.1108/03090560010306232
Journal articles | 2000
Van Birgelen M; de Ruyter K; Wetzels M, 2000, 'The Impact of Incomplete Information on the Use of Marketing Research Intelligence in International Service Settings: An Experimental Study', Journal of Service Research, 2, pp. 372 - 387, http://dx.doi.org/10.1177/109467050024005
Journal articles | 2000
Wetzels M; De Ruyter K; Bloemer J, 2000, 'Antecedents and consequences of role stress of retail sales persons', Journal of Retailing and Consumer Services, 7, pp. 65 - 75, http://dx.doi.org/10.1016/s0969-6989(99)00011-9
Journal articles | 2000
Wetzels M; De Ruyter K; Lemmink J, 2000, 'Measuring service quality trade-offls in Asian distribution channels: A multi-layer perspective', Total Quality Management, 11, pp. 307 - 318, http://dx.doi.org/10.1080/0954412006829
Journal articles | 2000
de Ruyter K; Wetzels MGM, 2000, 'The Impact of Perceived Listening Behavior in Voice-to-Voice Service Encounters', Journal of Service Research, 2, pp. 276 - 284, http://dx.doi.org/10.1177/109467050023005
Journal articles | 1999
Bloemer J; de Ruyter K; Wetzels M, 1999, 'Linking perceived service quality and service loyalty: a multi‐dimensional perspective', European Journal of Marketing, 33, pp. 1082 - 1106, http://dx.doi.org/10.1108/03090569910292285
Journal articles | 1999
Bloemer J; de Ruyter K, 1999, 'Customer Loyalty in High and Low Involvement Service Settings: The Moderating Impact of Positive Emotions', Journal of Marketing Management, 15, pp. 315 - 330, http://dx.doi.org/10.1362/026725799784870388
Journal articles | 1999
De Ruyter K; Bloemer J, 1999, 'Customer loyalty in extended service settings: The interaction between satisfaction, value attainment and positive mood', International Journal of Service Industry Management, 10, pp. 320 - 336, http://dx.doi.org/10.1108/09564239910276917
Journal articles | 1999
De Ruyter K; Wetzels M; Van Birgelen M, 1999, 'How do customers react to critical service encounters?: A cross-sectional perspective', Total Quality Management, 10, pp. 1131 - 1145, http://dx.doi.org/10.1080/0954412997118
Journal articles | 1999
De Ruyter K; Wetzels M, 1999, 'Commitment in auditor-client relationships: Antecedents and consequences', Accounting, Organizations and Society, 24, pp. 57 - 75, http://dx.doi.org/10.1016/S0361-3682(98)00008-7
Journal articles | 1999
Lievens A; de Ruyter K; Lemmink J, 1999, 'Learning during new banking service development: A communication network approach to marketing departments', Journal of Service Research, 2, pp. 145 - 163, http://dx.doi.org/10.1177/109467059922003
Journal articles | 1999
Patterson PG; De Ruyter K; Wetzels M, 1999, 'Modelling firm`s propensity to continue service exporting: a cross-country analysis', International Business Review, pp. 351 - 365, http://dx.doi.org/10.1016/S0969-5931(99)00009-8
Journal articles | 1999
Wetzels M; de Ruyter K; Lemmink J, 1999, 'Role Stress in After-Sales Service Management', Journal of Service Research, 2, pp. 50 - 67, http://dx.doi.org/10.1177/109467059921005
Journal articles | 1998
Bloemer J; de Ruyter K; Peeters P, 1998, 'Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction', International Journal of Bank Marketing, 16, pp. 276 - 286, http://dx.doi.org/10.1108/02652329810245984
Journal articles | 1998
Bloemer J; de Ruyter K, 1998, 'On the relationship between store image, store satisfaction and store loyalty', European Journal of Marketing, 32, pp. 499 - 513, http://dx.doi.org/10.1108/03090569810216118
Journal articles | 1998
De Ruyter K; Van Birgelen M; Wetzels M, 1998, 'Consumer ethnocentrism in international services marketing', International Business Review, 7, pp. 185 - 202, http://dx.doi.org/10.1016/S0969-5931(98)00005-5
Journal articles | 1998
De Ruyter K; Wetzels M; Bloemer J, 1998, 'On the relationship between perceived service quality, service loyalty and switching costs', International Journal of Service Industry Management, 9, pp. 436 - 453, http://dx.doi.org/10.1108/09564239810238848
Journal articles | 1998
De Ruyter K; Wetzels M, 1998, 'Marketingmanagers komen van Venus, financiële managers komen van Mars', Maandblad Voor Accountancy en Bedrijfseconomie, 72, pp. 106 - 115, http://dx.doi.org/10.5117/mab.72.15657
Journal articles | 1998
De Ruyter K; Wetzels M, 1998, 'On the complex nature of patient evaluations of general practice service', Journal of Economic Psychology, 19, pp. 565 - 590, http://dx.doi.org/10.1016/S0167-4870(98)00025-7
Journal articles | 1998
Lemmink J; De Ruyter K; Wetzels M, 1998, 'The role of value in the delivery process of hospitality services', Journal of Economic Psychology, 19, pp. 159 - 177, http://dx.doi.org/10.1016/S0167-4870(98)00002-6
Journal articles | 1998
Wetzels M; De Ruyter K; Van Birgelen M, 1998, 'Marketing service relationships: The role of commitment', Journal of Business and Industrial Marketing, 13, pp. 406 - 423, http://dx.doi.org/10.1108/08858629810226708
Journal articles | 1998
de Ruyter K; Scholl N, 1998, 'Positioning qualitative market research: Reflections from theory and practice', Qualitative Market Research: An International Journal, 1, pp. 7 - 14, http://dx.doi.org/10.1108/13522759810197550
Journal articles | 1997
De Ruyter K; Bloemer J; Peeters P, 1997, 'Merging service quality and service satisfaction: An empirical test of an integrative model', Journal of Economic Psychology, 18, pp. 387 - 406, http://dx.doi.org/10.1016/S0167-4870(97)00014-7
Journal articles | 1997
De Ruyter K; Kasper H, 1997, 'Consumer Affairs Departments in the United States and The Netherlands: A comparative analysis', Journal of Consumer Policy, 20, pp. 325 - 352, http://dx.doi.org/10.1023/A:1006850824521
Journal articles | 1997
De Ruyter K; Thijssen M; Wetzels M, 1997, 'Van accountant naar accountmanager', Maandblad Voor Accountancy en Bedrijfseconomie, 71, pp. 531 - 541, http://dx.doi.org/10.5117/mab.71.11701
Journal articles | 1997
De Ruyter K; Wetzels M; Lemmink J; Mattsson J, 1997, 'The dynamics of the service delivery process: A value-based approach', International Journal of Research in Marketing, 14, pp. 231 - 243, http://dx.doi.org/10.1016/s0167-8116(97)00004-9
Journal articles | 1997
De Ruyter K; Wetzels M, 1997, 'On the perceived dynamics of retail service quality', Journal of Retailing and Consumer Services, 4, pp. 83 - 88, http://dx.doi.org/10.1016/s0969-6989(96)00018-5
Journal articles | 1997
de Ruyter K; Lemmink J; Wetzels M; Mattsson J, 1997, 'Carry-over effects in the formation of satisfaction: The role of value in a hotel service delivery process', Advances in Services Marketing and Management, 6, pp. 61 - 77, http://dx.doi.org/10.1016/S1067-5671(97)06017-4
Journal articles | 1996
De Ruyter K; Wetzels M, 1996, 'Two sides of the same story: Measuring different quality perceptions of the dyadic service encounter with the SERVCON instrument', Total Quality Management, 7, pp. 595 - 604, http://dx.doi.org/10.1080/09544129610504
Journal articles | 1996
Wetzels M; Van Birgelen MJH; De Ruyter K, 1996, 'Etnocentrisme en diensten', Maandblad Voor Accountancy en Bedrijfseconomie, 70, pp. 677 - 688, http://dx.doi.org/10.5117/mab.70.13715
Journal articles | 1996
de Ruyter K; Wetzels M; Lemmink J, 1996, 'The power of perceived service quality in international marketing channels', European Journal of Marketing, 30, pp. 22 - 38, http://dx.doi.org/10.1108/03090569610153282
Journal articles | 1995
Wetzels M; Ruyter K; Lemmink J; Koelemeijer K, 1995, 'Measuring customer service quality in international marketing channels: A multimethod approach', Journal of Business & Industrial Marketing, 10, pp. 50 - 59, http://dx.doi.org/10.1108/08858629510103905
Journal articles | 1993
de Ruyter K; Brack A, 1993, 'European legal developments in product safety and liability: The role of customer complaint management as a defensive marketing tool', International Journal of Research in Marketing, 10, pp. 153 - 164, http://dx.doi.org/10.1016/0167-8116(93)90002-G
Journal articles | 1993
de Ruyter K; Zuurbier J, 1993, 'Customer information systems. Approaching a new field in information systems from a new perspective', Information and Management, 24, pp. 247 - 255, http://dx.doi.org/10.1016/0378-7206(93)90002-B
Mo J; Yu T; de Ruyter KO, 2016, 'Out of the channel loop in distribution channels: conceptualization and future research directions', in Academy of Marketing Science World Marketing Congress. Conference Proceedings, Paris, presented at Academy of Marketing Science World Marketing Congress, Paris, 19 July 2016 - 23 July 2016
Piyathasanan B; de Ruyter K; Wetzels M; Patterson PG; Mathies C, 2010, 'A hierarchical model of virtual experience (VE) and its influence on customer perceived value and loyalty', in ANZMAC 2010 Conference Proceedings, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 8, presented at ANZMAC 2010, Christchurch, New Zealand, 29 November 2010 - 01 December 2010
Conference Papers | 2010
Yu T; Patterson PG; de Ruyter K, 2010, 'Acting ambidextrously in retail banking to achieve service and sales goals simultaneously: A mutlilevel perspective', in ANZMAC 2010 Conference Proceedings, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 9, presented at ANZMAC 2010, Christchurch, New Zealand, 29 November 2010 - 01 December 2010
Conference Abstracts | 2009
Patterson PG; Yu Y; de Ruyter K, 2009, 'Achieving ambidexterity in retail banking: The role of branch context', Taipei, presented at International Conference on Service Science and Innovation - China, Taipei
Conference Papers | 2008
Schmidt M; Walczuch RM; de Ruyter K, 2008, 'B2c advice on complex service products via video calls: Explanations from social presence and adaptive structuration theory', in 14th Americas Conference on Information Systems, AMCIS 2008, pp. 3634 - 3640
Conference Papers | 2007
Yu Y; Patterson PG; De Ruyter K, 2007, 'Ambidexterity - The Simultaneous Pursuit of Service and Sales Goals', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007
Conference Papers | 2006
Bucic T; de Ruyter K; Ng AK, 2006, 'Stewardship and efficacy.', in ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006
Conference Papers | 2006
Patterson PG; Daryanto A; De Ruyter K; Wetzels M, 2006, 'Exercise Behavior in Loyalty Program: The Influence of Regulatory Focus', in Fitzsimmons GJ; Morwitz VG(ed.), Association for Consumer Research North American Conference, Orlando, Florida, USA, pp. 346 - 347, presented at Association for Consumer Research North American Conference 2006, Orlando, Florida, USA, 29 September 2006
Conference Papers | 2006
Patterson PG; Yu Y; De Ruyter K, 2006, 'Understanding Customer Engagement in Services', in ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006
Conference Papers | 2006
Robinson LJ; Bucic T; De Ruyter K, 2006, 'Conceptual Foundations for a Model of Team Efficacy.', in ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006
Conference Papers | 2005
Ng AK; Bucic T; De Ruyter K, 2005, 'A Stewardship Perspective of the Marketing Exchange', in ANZMAC 2005 Conference, Fremantle, WA, presented at ANZMAC 2005 Conference, Fremantle, WA, 05 December 2005 - 07 December 2005
Conference Papers | 2003
Patterson PG; Pauwels P; De Ruyter K; Wetzels M, 2003, 'A decision making perspective on the propensity to continue service internationalisation.', in EMAC: European Marketing Academy Conference (2003), Glasgow, Scotland, presented at EMAC: European Marketing Academy Conference (2003), Glasgow, Scotland, 20 May 2003 - 23 May 2003
Conference Papers | 1998
Patterson PG; De Ruyter K; Cicic M; Wetzels M, 1998, 'Explaining service firms propensity to continue exporting: A cross-country analysis', in 27th EMAC Conference - Marketing Research and Practice, Stockholm, Sweden, presented at 27th EMAC Conference - Marketing Research and Practice, Stockholm, Sweden, 20 May 1998 - 23 May 1998
Preprints |
Hofacker C; Ruyter KD; Lurie NH; Manchanda P; Donaldson J, Gamification Design for Mobile Marketing Effectiveness, http://dx.doi.org/10.2139/ssrn.2600856
Preprints |
Kiratli N; Ruyter KD; van Laer T, How Small Can Be Big: Assessing the Collective Adjustment of Small and Medium-Sized Enterprises to Corporate Social Responsibility, http://dx.doi.org/10.2139/ssrn.2411043
Preprints |
Ludwig S; van Laer T; Ruyter KD; Friedman M, Unweaving a Tangled Web: Exploring Automated Detection of Deception Cues in Online Claims within B2B Incentive Programs, http://dx.doi.org/10.2139/ssrn.2576197
