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Research Output

2010

Service firms and customer loyalty programs: A regulatory fit perspective of reward preferences in a health club setting

Daryanto, A., de Ruyter, J. C., Wetzels, M. G. M. & Patterson, P. G., 1 Jan 2010, In : Journal of the Academy of Marketing Science. 38, 5, p. 604-616 13 p.

Research output: Contribution to journalArticleAcademicpeer-review

24 Citations (Scopus)

Wanneer Renderen Kennisinvesteringen in Niet-Exclusieve Verkopers?

van Beuningen, J. W. A., Moorman, C., de Ruyter, J. C., Wetzels, M. G. M. & Cox, D., 1 Jan 2010, Jaarboek 2010 Ontwikkelingen in het marktonderzoek. Bronner, A. (ed.). Haarlem: Spaarenhout, p. 113-126

Research output: Chapter in Book/Report/Conference proceedingChapterAcademic

2009

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)

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)

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)

Knowledge Creation through Mobile Social Networks and Its Impact on Intentions to Use Innovative Mobile Services

Kleijnen, M., Lievens, A., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2009, In : Journal of Service Research. 12, p. 15-35 20 p.

Research output: Contribution to journalArticleAcademicpeer-review

26 Citations (Scopus)

The Propensity to Continue Internationalization: A Study of Entrepreneurial Decision-Making in Australian Service Firms

Pauwels, P. F. J., Patterson, P. G., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2009, In : Advances in International Marketing. 20, p. 11-36 15 p.

Research output: Contribution to journalArticleAcademicpeer-review

8 Citations (Scopus)
2008

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)
12 Citations (Scopus)

Psychological Safety and Social Support in Groupware Adoption: A Multi-level Assessment in Education

Schepers, J. J. L., de Jong, A., Wetzels, M. G. M. & de Ruyter, J. C., 1 Jan 2008, In : Computers & Education. 51, 2, p. 757-775

Research output: Contribution to journalArticleAcademicpeer-review

31 Citations (Scopus)

Social Capital Production in a Virtual P3 Community

Mathwick, C., Wiertz, C. & de Ruyter, J. C., 1 Jan 2008, In : Journal of Consumer Research. 34, 6, p. 832-849

Research output: Contribution to journalArticleAcademicpeer-review

209 Citations (Scopus)
2007

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)

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

Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM

Warrington, P. T., Gangstad, E., Feinberg, R. A. & de Ruyter, J. C., 1 Jan 2007, In : International journal of e-business research. 3, 2, p. 57-69

Research output: Contribution to journalArticleAcademicpeer-review

Satisfaction with Online Commercial Group Chat: The Influence of Atrributes, Chat Group Characteristics and Advisor Communication

van Dolen, W. M., Dabholkar, P. & de Ruyter, J. C., 1 Jan 2007, In : Journal of Retailing. 83, 3, p. 339-358

Research output: Contribution to journalArticleAcademicpeer-review

73 Citations (Scopus)
2006

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)

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)

Linking Employee Confidence to Performance: A Study of Selfmanaging Service Teams

de Jong, A., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2006, In : Journal of the Academy of Marketing Science. 34, 4, p. 576-587

Research output: Contribution to journalArticleAcademicpeer-review

19 Citations (Scopus)

Multi-Channel Service Retailing: The Effects of Channel Performance Satisfaction on Behavioral Intentions

van Birgelen, M. J. H., de Jong, A. & de Ruyter, J. C., 1 Jan 2006, In : Journal of Retailing. 82, 4, p. 367-377

Research output: Contribution to journalArticleAcademicpeer-review

96 Citations (Scopus)

The Role of Self- and Group Efficacy in Moderated Group Chat

van Dolen, W. M., de Ruyter, J. C. & Carman, J. M., 1 Jan 2006, In : Journal of Economic Psychology. 27, p. 324-343

Research output: Contribution to journalArticleAcademicpeer-review

3 Citations (Scopus)
2005

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
225 Downloads (Pure)

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)

Image Congruence and the Adoption of Service Innovations

Kleijnen, M. H. P., de Ruyter, J. C. & Andreassen, T. W., 1 Jan 2005, In : Journal of Service Research. 7, 4, p. 343-360

Research output: Contribution to journalArticleAcademicpeer-review

45 Citations (Scopus)

Leadership Styles in Technology Acceptance: Do followers Practice What Leaders Preach?

Schepers, J., Wetzels, M. G. M. & de Ruyter, J. C., 1 Jan 2005, In : Managing Service Quality. 15, 6, p. 496-508

Research output: Contribution to journalArticleAcademicpeer-review

59 Citations (Scopus)

Research on International Service Marketing: A State of the Art

Pauwels, P. F. J. & de Ruyter, J. C., 1 Jan 2005, Amsterdam: Elsevier. 197 p.

Research output: Book/ReportBookAcademic

Research on International Service Marketing: Enrichment and Challenges

Pauwels, P. F. J. & de Ruyter, J. C., 1 Jan 2005, In : Advances in International Marketing. 15, p. 1-7

Research output: Contribution to journalArticleAcademicpeer-review

31 Citations (Scopus)

The Role of Socially Desirable Responding in International Services Research

van Birgelen, M. J. H., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2005, In : Advances in International Marketing. 15, p. 75-94

Research output: Contribution to journalArticleAcademicpeer-review

2004

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)
620 Downloads (Pure)

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 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)
926 Downloads (Pure)

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)
537 Downloads (Pure)

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

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
768 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
341 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)

Knowledge Stocks and Information Flows in New Product Development

Kyriakopoulos, K. & de Ruyter, J. C., 1 Jan 2004, In : Journal of Management Studies. 41, 8, p. 1469-1498

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
82 Citations (Scopus)
322 Downloads (Pure)

Linking Team Efficacy and Group Potency to Customer-Based and Financial Performance: A Longitudinal Study

de Jong, A., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2004, INFORMS, Marketing Science Conference. Rotterdam: INFORMS

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

Motivations Underlying the Intention to Participate in Internet-based Research

Deutskens, E., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2004, Proceedings of the 6th International GOR Conference. Duisburg: University of Duisburg- Essen

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

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

Moving the Brand Communicty Online: Assessing the Moderating Effect of Brand "Enthusiasm" on Value Formation

Wiertz, C., Mathwick, C. & de Ruyter, J. C., 1 Jan 2004, Proceedings of the 33rd EMAC Conference. Murcia: EMAC, p. 127-128

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

Reconsidering Nonlinearity and Asymmetry in Customer Satisfaction and Customer Loyalty Models: An Empirical Study in Three Retail Service Settings

Streukens, A. C. P. & de Ruyter, J. C., 1 Jan 2004, In : Marketing Letters. 15, 2/3, p. 99-111

Research output: Contribution to journalArticleAcademicpeer-review

36 Citations (Scopus)

Response Rate and Response Quality of Internet-Based Surveys, An Experimental study

Deutskens, E., de Ruyter, J. C., Wetzels, M. G. M. & Oosterveld, P., 1 Jan 2004, In : Marketing Letters. 15, 1, p. 21-36

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
251 Citations (Scopus)
2730 Downloads (Pure)

Strategisch Consumentengedrag in Markten met Meerdere After-Sales Service Kanalen

Perea y Monsuwe, T., Dellaert, B. G. C., Perea ý Monsuwé, A. & de Ruyter, J. C., 1 Jan 2004, Ontwikkelingen in het Marktonderzoek Jaarboek Markt Onderzoek Associatie 2004. Haarlem: De Vrieschborch, p. 119-137

Research output: Chapter in Book/Report/Conference proceedingChapterAcademic

Open Access
File
129 Downloads (Pure)

The Impact of Electronic Commerce as a Mode of Product Purchase on Consumer Retail Shopping Alternatives

Keen, C. N., Wetzels, M. G. M., de Ruyter, J. C. & Feinberg, R. A., 1 Jan 2004, In : Journal of Business Research. 57, 7, p. 685-695

Research output: Contribution to journalArticleAcademicpeer-review

128 Citations (Scopus)

The Impact of Humor in Face-to-Face and Electronic Service Encounters

van Dolen, W. M., de Ruyter, J. C. & Streukens, A. C. P., 1 Jan 2004, In : Advances in Consumer Research. 31, p. 132-139

Research output: Contribution to journalArticleAcademicpeer-review

What Drives Consumers to Shop Online? A Literature Review

Perea y Monsuwe, T., Dellaert, B. G. C. & de Ruyter, J. C., 1 Jan 2004, Demand Driven Chains and Networks. Verhallen, T., Gaakeer, C. & Wiegerinck, V. (eds.). Den Haag: Reed business/ Elsevier, p. 267-287

Research output: Chapter in Book/Report/Conference proceedingChapterAcademic

Open Access
File
273 Citations (Scopus)
5945 Downloads (Pure)

What Drives Consumers to Shop Online? A Literature Review

Perea y Monsuwe, T., Dellaert, B. G. C. & de Ruyter, J. C., 1 Jan 2004, In : International Journal of Service Industry Management. 15, 1, p. 102-121

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
273 Citations (Scopus)
6488 Downloads (Pure)
2003

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

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
90 Downloads (Pure)