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Professor

Professor Jacobus de Ruijter

Business School
School of Marketing
  • Books | 2004
    2004, RESEARCH ON INTERNATIONAL SERVICE MARKETING: ENRICHMENT AND CHALLENGES, http://dx.doi.org/10.1016/S1474-7979(04)15001-1
    Books | 2004
    2004, THE ROLE OF SOCIALLY DESIRABLE RESPONDING IN INTERNATIONAL SERVICES RESEARCH, http://dx.doi.org/10.1016/S1474-7979(04)15004-7
  • Book Chapters | 2020
    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
    2019, 'Engagement-to-Value Conversion. An empirical case study', in Handbook of Research on Customer Engagement, Edward Elgar Publishing, pp. 20 - 34
    Book Chapters | 2019
    2019, 'Engagement-to-value (E2V): An empirical case study', in Hollebeek LD; Sprott DE (ed.), Handbook of Research on Customer Engagement, EDWARD ELGAR PUBLISHING LTD, pp. 20 - 34, http://dx.doi.org/10.4337/9781788114899.00007
    Book Chapters | 2016
    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
    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
    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
    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
    2014, 'Are you (appropriately) experienced? Service-sales ambidexterity.', in Rust R; Huang MH (ed.), Handbook of Service Marketing Research, edn. Elgar Original Reference, Edward Elgar Publishing, pp. 270 - 292, http://dx.doi.org/10.4337/9780857938855
    Book Chapters | 2014
    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
    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
    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, edn. 1, 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, edn. 1, IGI Global, USA, pp. 47 - 59
    Book Chapters | 2009
    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
    2009, 'Multi-Channel Retailing and Customer Satisfaction', in Emergent Strategies for E-Business Processes, Services and Implications, IGI Global, pp. 47 - 58, http://dx.doi.org/10.4018/978-1-60566-154-4.ch004
    Book Chapters | 2008
    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
    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
    Book Chapters | 2001
    2001, 'Service Industry Systems and Service Quality', in Handbook of Industrial Engineering, John Wiley & Sons, Inc., pp. 621 - 633, http://dx.doi.org/10.1002/9780470172339.ch21
    Book Chapters | 1999
    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
    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
  • Journal articles | 2023
    2023, 'An interdisciplinary Co-authorship networking perspective on AR and human behavior: Taking stock and moving ahead', Computers in Human Behavior, 143, pp. 107697 - 107697, http://dx.doi.org/10.1016/j.chb.2023.107697
    Journal articles | 2023
    2023, 'Augmented reality (AR): The blurring of reality in human-computer interaction', Computers in Human Behavior, 145, pp. 107755 - 107755, http://dx.doi.org/10.1016/j.chb.2023.107755
    Journal articles | 2022
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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 | 2022
    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 | 2021
    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
    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
    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 | 2021
    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
    2021, 'Writing for Impact in Service Research', Journal of Service Research, 24, pp. 480 - 499, http://dx.doi.org/10.1177/10946705211024732
    Journal articles | 2020
    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
    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
    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
    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
    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
    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
    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
    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 | 2020
    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
    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 | 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
    2019, 'Customer-supplier relationships in high technology markets 3.0', Industrial Marketing Management, http://dx.doi.org/10.1016/j.indmarman.2018.11.011
    Journal articles | 2019
    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
    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
    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
    Journal articles | 2019
    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
    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
    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 | 2018
    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
    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
    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
    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 | 2018
    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
    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
    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
    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
    2018, 'Guest editorial', European Journal of Marketing, 52, pp. 2194 - 2206, http://dx.doi.org/10.1108/EJM-11-2018-899
    Journal articles | 2018
    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
    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 | 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
    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
    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 | 2017
    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
    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
    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
    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 | 2016
    Cleeren K; Lamey L; Meyer J-H; De Ruyter K, 2016, 'How Business Cycles Affect the Healthcare Sector: A Cross-country Investigation', Health Economics (United Kingdom), 25, 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 Ruyter 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, 91, pp. 660 - 678, http://dx.doi.org/10.1016/j.jretai.2015.05.006
    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 | 2015
    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://dx.doi.org/10.1080/10864415.2015.979484
    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
    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
    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
    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
    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
    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 | 2013
    2013, 'Achieving Servcie-Sales Ambidexterity', Journal of Service Research, 16, pp. 52 - 66, http://dx.doi.org/10.1177/1094670512453878
    Journal articles | 2013
    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
    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
    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
    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
    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 | 2012
    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
    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 | 2012
    2012, 'Effects of narrative transportation on persuasion: A meta-analysis', Advances in Consumer Research, 40, pp. 579 - 581
    Journal articles | 2012
    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
    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
    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
    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 | 2011
    Schepers 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, http://dx.doi.org/10.1016/j.compedu.2007.08.001
    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 | 2011
    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
    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
    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
    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
    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
    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, http://dx.doi.org/10.1177/1094670510379037
    Journal articles | 2010
    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
    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 | 2010
    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, http://dx.doi.org/10.1177/1094670509351566
    Journal articles | 2010
    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 | 2009
    Kleijnen M; Lievens A; 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, http://dx.doi.org/10.1177/1094670509333238
    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 | 2009
    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 | 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
    de Jong A; Wetzels M; de Ruyter K, 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, http://dx.doi.org/10.1108/09564230810875011
    Journal articles | 2008
    2008, 'Consumer Responses to Vertical Service Line Extensions', Journal of Retailing, 84, pp. 268 - 280
    Journal articles | 2008
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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 | 2005
    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 | 2004
    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
    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 | 2004
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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 | 2003
    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
    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
    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
    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 | 2002
    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
    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
    2002, 'Research on e-service', International Journal of Service Industry Management, 13, pp. 410 - 411
    Journal articles | 2001
    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
    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
    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
    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
    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
    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
    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
    2001, 'What Makes Service Research Centers Effective?', Journal of Service Research, 3, pp. 265 - 273, http://dx.doi.org/10.1177/109467050133007
    Journal articles | 2001
    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 | 2000
    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
    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
    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
    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
    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
    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
    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
    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
    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 | 2000
    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
    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
    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 | 1999
    Patterson PG; de Ruyter K; Wetzels M, 1999, 'Modelling firm`s propensity to continue service exporting: a cross-country analysis', International Business Review, 8, pp. 351 - 365, http://dx.doi.org/10.1016/S0969-5931(99)00009-8
    Journal articles | 1999
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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 | 1998
    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 | 1997
    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 | 1997
    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
    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
    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
    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
    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 | 1996
    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
    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 | 1996
    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 | 1995
    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
    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
    Journal articles | 1993
    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 | 1992
    1992, 'CIS: A new frontier for MIS', Prometheus, 10, pp. 5 - 16, http://dx.doi.org/10.1080/08109029208629511
  • Conference Papers | 2016
    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, Academy of Marketing Science World Marketing Congress, Paris, presented at Academy of Marketing Science World Marketing Congress, Paris, 19 July 2016 - 23 July 2016
    Preprints | 2015
    2015, Gamification Design for Mobile Marketing Effectiveness, , http://dx.doi.org/10.2139/ssrn.2600856
    Preprints | 2015
    2015, 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
    Preprints | 2014
    2014, 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 | 2012
    2012, Antecedents and Consequences of Narrative Transportation: A Meta-Analysis, , http://dx.doi.org/10.2139/ssrn.2033192
    Conference Papers | 2011
    Piyathasanan B; Patterson PG; de Ruyter K; Mathies C, 2011, 'Social Identity and Motivation for Creative Crowdsourcing and their Influence on Value Creation for the Firm', in Proceedings of ANZMAC 2011, ANZMAC, Perth, WA, pp. 1 - 8, presented at ANZMAC 2011, Perth, WA, - , http://anzmac.org/conference/2011/Papers%20by%20Presenting%20Author/Piyathasana,%20Bhuminan%20Paper%20277.pdf
    Conference Papers | 2010
    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', in Achieving ambidexterity in retail banking: The role of branch context, International Conference on Service Science and Innovation - China, Taipei, presented at International Conference on Service Science and Innovation - China, Taipei
    Conference Papers | 2008
    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, Australian and New Zealand Marketing Academy Conference 2007, 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, ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006
    Conference Papers | 2006
    Patterson PG; Yu Y; De Ruyter K, 2006, 'Understanding Customer Engagement in Services', in ANZMAC 2006 Conference, 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, ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006
    Conference Papers | 2006
    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 | 2005
    Ng AK; Bucic T; De Ruyter K, 2005, 'A Stewardship Perspective of the Marketing Exchange', in ANZMAC 2005 Conference, 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), 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, 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