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Research Output

Achieving service-sales ambidexterity

Yu, T., Patterson, P. G. & de Ruyter, J. C., Feb 2013, In : Journal of Service Research. 16, 1, p. 52-66 15 p.

Research output: Contribution to journalArticleAcademicpeer-review

18 Citations (Scopus)

Adaptive Versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams

de Jong, A. & de Ruyter, J. C., 1 Jan 2004, In : Decision Sciences. 35, 3, p. 457-491

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
89 Citations (Scopus)
600 Downloads (Pure)

A Dual-Sequence Framework for B2C Relationship Formation: Moderating Effects of Employee Communication Style in Online Group Chat

Dabholkar, P., van Dolen, W. M. & de Ruyter, J. C., 1 Jan 2009, In : Psychology & Marketing. 26, 2, p. 145-174 29 p.

Research output: Contribution to journalArticleAcademicpeer-review

16 Citations (Scopus)

A hierarchical model of virtual experience and its influences on the perceived value and loyalty of customers

Piyathasanan, B., Mathies, C., Wetzels, M. G. M., Patterson, P. & de Ruyter, J. C., 1 Jan 2015, In : International Journal of Electronic Commerce. 19, 2, p. 126-158 33 p.

Research output: Contribution to journalArticleAcademicpeer-review

An Assessment of Equivalence between Online and Mail Surveys in Service Research

Deutskens, E., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2006, In : Journal of Service Research. 8, 4, p. 346-355

Research output: Contribution to journalArticleAcademicpeer-review

81 Citations (Scopus)

An Assessment of Measurement Invariance Between Internet-Based and Traditional Paper-and-Pencil Surveys

Deutskens, E., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2004, Proceedings of the Marketing Science Conference 2004. Rotterdam: Rotterdam

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

An assessment of measurement invariance between online and mail surveys

Deutskens, E., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2005, Maastricht: METEOR, Maastricht University School of Business and Economics, 21 p. (METEOR Research Memorandum; No. 004).

Research output: Working paperProfessional

Open Access
File
214 Downloads (Pure)

An Assessment of Value Creation in Mobile Service Delivery and the Moderating Role of Time Consciousness

Kleijnen, M. H. P., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2007, In : Journal of Retailing. 83, 1, p. 33-46

Research output: Contribution to journalArticleAcademicpeer-review

255 Citations (Scopus)

An Empirical Assessment of the Influence of Customers Emotions and Contact Employee Performance on Encounter and Relationship Satisfaction

van Dolen, W. M., de Ruyter, J. C. & Lemmink, J. G. A. M., 1 Jan 2004, In : Journal of Business Research. 57, 4, p. 437-444

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
76 Citations (Scopus)
912 Downloads (Pure)

Antecedents and Consequences of Environmental Stewardship 5 in Boundary-Spanning B2B Teams

de Ruyter, J. C., Jong, A. & Wetzels, M. G. M., 1 Jan 2009, In : Journal of the Academy of Marketing Science. 37, 4, p. 470-487 17 p.

Research output: Contribution to journalArticleAcademicpeer-review

12 Citations (Scopus)

Antecedents and Consequences of Group Potency: A Study of Self-Managing Service Teams

de Jong, A., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2005, In : Management Science. 51, 12, p. 1610-1625

Research output: Contribution to journalArticleAcademicpeer-review

60 Citations (Scopus)

Antecedents and Consequences of Service Climate in Boundary-Spanning Self-Managing Service Teams

de Jong, A., de Ruyter, J. C. & Lemmink, J. G. A. M., 1 Jan 2004, In : Journal of Marketing. 68, 2, p. 18-35

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
97 Citations (Scopus)
516 Downloads (Pure)

Antecedents of Commitment and Trust in Customer-Supplier Relationships in High-Technology Markets

de Ruyter, J. C., Moorman, L. & Lemmink, J. G. A. M., 1 Jan 2001, In : Industrial Marketing Management. 30, 3, p. 271-286

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
226 Citations (Scopus)
1370 Downloads (Pure)

Assessing the effect of narrative transportation, portrayed action, and photographic style on the likelihood to comment on posted selfies

Farace, S., van Laer, T., de Ruyter, K. & Wetzels, M., 2017, In : European Journal of Marketing. 51, 11/12, p. 1961-1979 19 p.

Research output: Contribution to journalArticleAcademicpeer-review

Open Access

Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences

Hilken, T., de Ruyter, K., Chylinski, M., Mahr, D. & Keeling, D. I., Nov 2017, In : Journal of the Academy of Marketing Science. 45, 6, p. 884-905 22 p.

Research output: Contribution to journalArticleAcademicpeer-review

Open Access

A walk in customers' shoes: How attentional bias modification affects ownership of integrity-violating social media posts

van Laer, T., de Ruyter, J. C. & Cox, D., 1 Jan 2013, In : Journal of Interactive Marketing. 27, 1, p. 14-27

Research output: Contribution to journalArticleAcademicpeer-review

8 Citations (Scopus)

B2B channel partner programs: Disentangling indebtedness from gratitude

Pelser, J., de Ruyter, J. C., Wetzels, M. G. M., Grewal, D., Cox, D. & van Beuningen, J. W. A., Dec 2015, In : Journal of Retailing. 91, 4, p. 660-678 19 p.

Research output: Contribution to journalArticleAcademicpeer-review

1 Citation (Scopus)

Beyond the Call of Duty: Why Customers Contribute to Firm-Hostes Commercial Online Communities

Wiertz, C. & de Ruyter, J. C., 1 Jan 2007, In : Organization Studies. 28, 3, p. 374-376

Research output: Contribution to journalArticleAcademicpeer-review

Cases in Call Center Management. Great Ideas (Th)at Work

Feinberg, R. A., de Ruyter, J. C. & Bennington, L., 1 Jan 2004, Purdue: Ichor Business Books. 356 p.

Research output: Book/ReportBookProfessional

Climate setting in sourcing teams: Developing a measurement scale for team creativity climate

Kiratli, N., Rozemeijer, F. A., Hilken, T. G., de Ruyter, J. C. & de Jong, A., 1 Sep 2016, In : Journal of Purchasing and Supply Management. 22, 3, p. 196-204 9 p.

Research output: Contribution to journalArticleAcademicpeer-review

Commercieel Chatten is Hot

van Dolen, W. M. & de Ruyter, J. C., 1 Jan 2001, In : Telecommerce. 1, 1, p. 32-35

Research output: Contribution to journalArticleAcademic

Open Access
File
89 Downloads (Pure)

Comparing Employee and Customer Ratings of Service Team Performance: A Generalizability Theory Application

de Jong, A., Wetzels, M. G. M. & de Ruyter, J. C., 1 Jan 2003, Conference Proceedings Frontiers in Services 2003. Washington DC: E-Center of the Robert H. Smith School of Business

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

Comparing the Generalizability of Online and Mail Surveys in Cross-National Service Quality Research

Deutskens, E., de Jong, A., Wetzels, M. G. M. & de Ruyter, J. C., 1 Jan 2006, In : Marketing Letters. 17, 2, p. 118-136

Research output: Contribution to journalArticleAcademicpeer-review

30 Citations (Scopus)

Conceptualizing and Isolating Cultural Differences in Performance Data in International High Technology Industrial Markets

de Ruyter, J. C., Wetzels, M. G. M. & van Birgelen, M. J. H., 1 Jan 2001, In : Industrial Marketing Management. 30, 1, p. 23-35

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
2 Citations (Scopus)
113 Downloads (Pure)

Consumer Acceptance of Wireless Finance

Kleijnen, M. H. P., Wetzels, M. G. M. & de Ruyter, J. C., 1 Jan 2004, In : Journal of Financial Services Marketing. 8, 3, p. 206-217

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
740 Downloads (Pure)

Consumer Adoption of Mobile Services, Discovering the Rules, while Playing the Game

Kleijnen, M. H. P., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2004, In : Journal of Interactive Marketing. 18, 2, p. 51-61

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
329 Downloads (Pure)

Consumer Adoption of Wireless Entertainment Services

Kleijnen, M. H. P., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2002, Conference Proceedings 31th European Marketing Academy Conference. Braga, Portugal: EMAC

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

Consumer Adoption of Wireless Entertainment Services

Kleijnen, M. H. P., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2002, Proceedings of the 11th AMA Frontiers in Services Conference. Maastricht, The Netherlands: Frontiers, p. 107-107

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

Consumer Adoption of Wireless Services: Discovering the Rules, while Playing the Game

Kleijnen, M. H. P., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2002, onbekend: Marketing & Supply Chain Management, 44 p. (MAXX Working Paper; No. 2002-01).

Research output: Working paperProfessional

Consumer cynicism toward collective buying: The interplay of others' outcomes, social value orientation, and mood

van Dolen, W. M., de Cremer, D. & de Ruyter, J. C., May 2012, In : Psychology & Marketing. 29, 5, p. 306-321 16 p.

Research output: Contribution to journalArticleAcademicpeer-review

7 Citations (Scopus)

Consumer Responses to Vertical Service Line Extensions

Lei, J., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2008, In : Journal of Retailing. 84, 3, p. 268-280

Research output: Contribution to journalArticleAcademicpeer-review

40 Citations (Scopus)

Continuing Service Export: Inertia or Deliberate Commitment?

Pauwels, P. F. J., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2002, Proceedings of the 11th AMA Frontiers in Services Conference. Maastricht, The Netherlands: Maastricht, p. 36-36

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

Conversie van Gestandardiseerd Vragenlijstonderzoek naar Internet: Kritische Succesfactoren

Deutskens, E., Willems, P. M., van den Berg, S. S. M., Oosterveld, P., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2003, Ontwikkelingen in het Marktonderzoek. Jaarboek 2003 MarktOnderzoekAssociatie. Bronner, AE., Dekker, P., Hoekstra, JC., Leeuw, E. D., Poiesz, T., Ruyter, JC. D. & Smidts, A. (eds.). Haarlem: Uitgeverij de Vrieseborch, p. 41-58

Research output: Chapter in Book/Report/Conference proceedingChapterProfessional

Open Access
File
87 Downloads (Pure)

Converting service encounters into cross-selling opportunities Does faith in supervisor ability help or hinder service-sales ambidexterity?

Yu, T., Patterson, P. & de Ruyter, J. C., 1 Jan 2015, In : European Journal of Marketing. 49, 3-4, p. 491-511 21 p.

Research output: Contribution to journalArticleAcademicpeer-review

4 Citations (Scopus)

Cooperating for service excellence in multi-channel service systems: an empirical assessment

Wiertz, C., de Ruyter, J. C. & Streukens, A. C. P., 1 Jan 2003, Maastricht: METEOR, Maastricht University School of Business and Economics, 38 p. (METEOR Research Memorandum; No. 016).

Research output: Working paperProfessional

Open Access
File
322 Downloads (Pure)

Cooperation for Service Excellence in Multichannel Service Systems: An Empirical Assessment

Wiertz, C., de Ruyter, J. C., Keen, C. N. & Streukens, A. C. P., 1 Jan 2004, In : Journal of Business Research. 57, 4, p. 424-436

Research output: Contribution to journalArticleAcademicpeer-review

53 Citations (Scopus)

CRM en Contact Center, de Spin in het CRM Web?

Willekens, S. & de Ruyter, J. C., 1 Jan 2001, In : Telecommerce. 1, 3, p. 44-47

Research output: Contribution to journalArticleAcademic

Customer Adoption of E-service: an Experimental Study

de Ruyter, J. C., Wetzels, M. G. M. & Kleijnen, M. H. P., 1 Jan 2001, In : International Journal of Service Industry Management. 12, 2, p. 184-206

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
244 Citations (Scopus)
1278 Downloads (Pure)

Customer Evaluations of After-Sales Service Contacts Modes: An Empirical Analysis of National Culture's Consequences

van Birgelen, M. J. H., de Ruyter, J. C., de Jong, A. & Wetzels, M. G. M., 1 Jan 2002, In : International Journal of Research in Marketing. 19, 1, p. 43-64

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
67 Citations (Scopus)
535 Downloads (Pure)

Customer-Sales Employee Encounters: A Dyadic Perspective

van Dolen, W. M., Lemmink, J. G. A. M., de Ruyter, J. C. & de Jong, A., 1 Jan 2002, In : Journal of Retailing. 78, p. 265-279

Research output: Contribution to journalArticleAcademicpeer-review

56 Citations (Scopus)

Customer Self-Efficacy in Technology-Based Self-Service: Assessing Between- and Within-Person Differences

van Beuningen, J. W. A., de Ruyter, J. C., Wetzels, M. G. M. & Streukens, S., 1 Jan 2009, In : Journal of Service Research. 11, 4, p. 407-428 21 p.

Research output: Contribution to journalArticleAcademicpeer-review

52 Citations (Scopus)

Customer to customer interactions: Broadening the scope of word of mouth research

Libai, B., Bolton, C. E., Bügel, S., de Ruyter, J. C., Götz, O., Risselada, I. W. & Stephen, A. T., 1 Jan 2010, In : Journal of Service Research. 13, p. 267-282

Research output: Contribution to journalArticleAcademicpeer-review

170 Citations (Scopus)

Cutting through Content Clutter: How Speech and Image Acts Drive Consumer Sharing of Social Media Brand Messages

Ordenes, F. V., Grewal, D., Ludwig, S., De Ruyter, K., Mahr, D. & Wetzels, M., Feb 2019, In : Journal of Consumer Research. 45, 5, p. 988-1012 25 p.

Research output: Contribution to journalArticleAcademicpeer-review

Decomposing the effect of supplier development on relationship benefits: The role of relational capital

Blonska, A., Storey, C., Rozemeijer, F. A., Wetzels, M. G. M. & de Ruyter, J. C., Nov 2013, In : Industrial Marketing Management. 42, 8, p. 1295-1306 12 p.

Research output: Contribution to journalArticleAcademicpeer-review

15 Citations (Scopus)

De Performance van Overheidscontactcentra. Een Vergelijking Tussen de Publieke en de Private Sector

de Ruyter, J. C., Anton, J. & Popping, R., 1 Jan 2001, In : Telecommerce. 1, 3, p. 32-35

Research output: Contribution to journalArticleAcademic

Destination social business: Exploring the organizations' journey with social media, collaborative community and expressive individuality

Weinberg, B., de Ruyter, J. C., Dellarocas, C., Buck, M. & Keeling, D. I., 1 Jan 2013, In : Journal of Interactive Marketing. 27, 4, p. 229-310

Research output: Contribution to journalArticleAcademicpeer-review

28 Citations (Scopus)

Determining When and Which Customers Return to On-Line Service Providers: The Effects of Outcome Fairness and Social Value Orientation in Electronic Environments

van Dolen, W. M., de Cremer, D. & de Ruyter, J. C., 1 Jan 2002, Proceedings ASPO Summer Symposium: Economic Psychology. Tilburg, The Netherlands

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingAcademicpeer-review

Diagnosing member-customer ostracism in co-operatives and counterpoising its relationship-poisoning effects

Benos, T., Kalogeras, N., de Ruyter, K. & Wetzels, M., 2018, In : European Journal of Marketing. 52, 9-10, p. 1778-1801 24 p.

Research output: Contribution to journalArticleAcademicpeer-review

Open Access

Electronisch Klagen

de Ruyter, J. C., 1 Jan 2003, In : Telecommerce. 6, p. 28-29

Research output: Contribution to journalArticleAcademic

E-tailers versus retailers: which factors determine consumer preferences

Keen, C. N., Wetzels, M. G. M., de Ruyter, J. C. & Feinberg, R. A., 1 Jan 2001, Maastricht: METEOR, Maastricht University School of Business and Economics, 34 p. (METEOR Research Memorandum; No. 016).

Research output: Working paperProfessional

Open Access
File
717 Downloads (Pure)