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Professor

Professor Jacobus de Ruijter

Business School
School of Marketing
  • 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 | 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 P; Yu T, 2014, 'Chapter 13: Are you (appropriately) experienced? Service-sales ambidexterity', in Handbook of Service Marketing Research, pp. 270 - 292, http://dx.doi.org/10.4337/9780857938855.00021
    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, edn. Elgar Original Reference, 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, 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 | 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
  • 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, vol. 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, 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, vol. 57, pp. 356 - 375, http://dx.doi.org/10.1177/10949968221083555
    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, vol. 63, http://dx.doi.org/10.1016/j.jretconser.2021.102735
    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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 78, http://dx.doi.org/10.1016/j.indmarman.2017.10.002
    Journal articles | 2019
    Ordenes FV; Grewal D; Ludwig S; De Ruyter K; 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, vol. 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, vol. 1, pp. 6 - 6, http://dx.doi.org/10.12688/emeraldopenres.12908.1
    Journal articles | 2019
    de Ruyter K; Keeling DI; Cox D, 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 | 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, vol. 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), vol. 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, vol. 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, vol. 12, pp. 509 - 523, http://dx.doi.org/10.1108/JRIM-01-2018-0023
    Journal articles | 2018
    Keeling DI; Rigby M; de Ruyter K; Bove LL; Stern PJ, 2018, 'Guest editorial', European Journal of Marketing, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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), vol. 25, pp. 787 - 800, http://dx.doi.org/10.1002/hec.3187
    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, vol. 33, pp. 389 - 406, http://dx.doi.org/10.1002/mar.20882
    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, vol. 44, pp. 497 - 515, http://dx.doi.org/10.1007/s11747-015-0446-5
    Journal articles | 2016
    Hofacker CF; de Ruyter K; Lurie NH; Manchanda P; Donaldson J, 2016, 'Gamification and Mobile Marketing Effectiveness', Journal of Interactive Marketing, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 91, pp. 660 - 678, 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, vol. 19, pp. 126 - 158, http://dx.doi.org/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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 51, pp. 757 - 775, http://dx.doi.org/10.1016/j.compedu.2007.08.001
    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, vol. 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, vol. 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, vol. 14, pp. 108 - 125, http://dx.doi.org/10.1177/1094670510379037
    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, vol. 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, 2010, 'Getting a Discount or Sharing the Cost: The Influence of Regulatory Fit on Consumer Response to Service Pricing Schemes', Journal of Service Research, vol. 13, pp. 153 - 167, http://dx.doi.org/10.1177/1094670509351566
    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, vol. 38, pp. 604 - 616, http://dx.doi.org/10.1007/s11747-009-0165-x
    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, vol. 13, pp. 267 - 282, http://dx.doi.org/10.1177/1094670510375600
    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, vol. 12, pp. 15 - 35, http://dx.doi.org/10.1177/1094670509333238
    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, vol. 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, vol. 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, vol. 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, vol. 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, vol. 19, pp. 353 - 378, http://dx.doi.org/10.1108/09564230810875011
    Journal articles | 2008
    Lei J; de Ruyter K; Wetzels M, 2008, 'Consumer Responses to Vertical Service Line Extensions', Journal of Retailing, vol. 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, vol. 34, pp. 832 - 849
    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, vol. 8, pp. 351 - 365, http://dx.doi.org/10.1016/S0969-5931(99)00009-8
  • 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
    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 | 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; 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, 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 | 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