If you made any changes in Pure these will be visible here soon.

Research Output

2003

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
318 Downloads (Pure)

Electronisch Klagen

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

Research output: Contribution to journalArticleAcademic

From 'Self-Solve' to 'Peer-Solve': Informational and Social Support In Online Technical Support Communities

Wiertz, C., de Ruyter, J. C. & Dellaert, B. G. C., 1 Jan 2003, Proceedings 10th Recent Advances in Retailing & Services Science Conference. Timmermans, H. (ed.). Eindhoven: Technical University Eindhoven

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

Internationalization as a Process of Reasoned Action: The Propensity to Continue Service Internationalization

Pauwels, P. F. J., Patterson, P. G., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2003, EMAC Conference Proceedings. Glasgow, UK: EMAC

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

On the role of normative influences in commercial virtual communities

Wiertz, C., de Ruyter, J. C. & Streukens, A. C. P., 1 Jan 2003, Maastricht: METEOR, Maastricht University School of Business and Economics, 46 p. (METEOR Research Memorandum; No. 017).

Research output: Working paperProfessional

Open Access
File
192 Downloads (Pure)

Response Rate and Response Quality of Interned-based Surveys: An Experimental Study

Deutskens, E., de Ruyter, J. C., Wetzels, M. G. M. & Oosterveld, P., 1 Jan 2003, onbekend: Marketing & Supply Chain Management, 18 p. (MAXX Working Paper; No. 2003-02).

Research output: Working paperProfessional

Succes Factoren voor Mobiele Service: Eerst het Spel en dan de Knikkers?

Kleijnen, M. H. P., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2003, In : Marktvisie. 14, 3, p. 2-4

Research output: Contribution to journalArticleAcademicpeer-review

The Adoption of Information Technology in Self-Managing Service Teams

de Jong, A., de Ruyter, J. C. & Lemmink, J. G. A. M., 1 Jan 2003, In : Journal of Service Research. 6, 2, p. 162-179

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
4 Citations (Scopus)
196 Downloads (Pure)

The Effect of Respondent and Technology Characteristics on the Intention to Participate in Internet-Based Research

Deutskens, E., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2003, Proceedings 32nd Conference of the European Marketing Academy. Glasgow, UK: University of Strathclyde

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

The Impact of Attitude Strength on Priority Setting in Customer Satisfaction Management: An Empirical Investigation

van Birgelen, M. J. H., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2003, In : Journal of Economic Psychology. 24, 6, p. 763-783

Research output: Contribution to journalArticleAcademicpeer-review

3 Citations (Scopus)

The propensity to continue service internationalization : a model of planned behavior

Pauwels, P. F. J., Patterson, P. G., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2003, Maastricht: METEOR, Maastricht University School of Business and Economics, 39 p. (METEOR Research Memorandum; No. 034).

Research output: Working paperProfessional

Open Access
File
213 Downloads (Pure)

The Success Factors in Service Line Extensions

Lei, J. & 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

Wat is Eigenlijk het Effect van e-CRM? Een Onderzoek naar Key Performance Indicators

de Ruyter, J. C., Feinberg, R. A. & Kadam, R., 1 Jan 2003, In : Telecommerce. 3, p. 24-25

Research output: Contribution to journalArticleAcademic

2002

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

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

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)
530 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)

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

Factors Influencing the Adoption of Mobile Gaming Services

Kleijnen, M. H. P., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2002, Mobile Commerce: Technology, Theory and Applications. Mennecke, BE. & Strader, TJ. (eds.). Hershey: Idea Group Publishing, p. 202-217

Research output: Chapter in Book/Report/Conference proceedingChapterAcademic

Open Access
File
250 Downloads (Pure)
13 Citations (Scopus)

From Paper-and-Pencil to Screen-and-Keyboard: An Empirical Assessment of Equivalence Issues in Interned-Based Marketing Research

Deutskens, E., 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. 27-27

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

Introduction to the Special Issue on Research on E-Service

de Ruyter, J. C., 1 Jan 2002, In : International Journal of Service Industry Management. 13, 5, p. 410-411

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
130 Downloads (Pure)

Klantenbinding via de Virtuele Community. Een Nieuw Marketingkanaal?

Wiertz, C., de Ruyter, J. C. & Streukens, A. C. P., 1 Jan 2002, In : Telecommerce Magazine . 2, 9, p. 26-28

Research output: Contribution to journalArticleAcademic

Moderated Group Chat: An Empirical Assessment of a New E-Service Encounter

van Dolen, W. M. & de Ruyter, J. C., 1 Jan 2002, In : International Journal of Service Industry Management. 13, 5, p. 496-511

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
22 Citations (Scopus)
239 Downloads (Pure)

Multi-Niveau Analyse in Marktonderzoek: De case van Zelfsturende Teams

de Jong, A. & de Ruyter, J. C., 1 Jan 2002, Jaarboek van de Nederlandse Vereniging van Marktonderzoekers. Haarlem: Uitgeverij de Vriesebosch, p. 245-258

Research output: Chapter in Book/Report/Conference proceedingChapterProfessional

Succes Factoren voor Mobiele Service: Eerst het Spel en dan de Knikkers?

Kleijnen, M. H. P., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2002, In : Telecommerce Magazine . 2, 1, p. 38-40

Research output: Contribution to journalArticleAcademic

The Drivers of Citizenship Behavior in Commercial Virtual Communities

Wiertz, C., de Ruyter, J. C. & Streukens, A. C. P., 1 Jan 2002, Proceedings of the 11th AMA Frontiers in Services Conference. Maastricht, The Netherlands: Frontiers, p. 18-18

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

The Impact of Attitude Strength on the Acceptance of Green Services

Bloemer, J. M. M. & de Ruyter, J. C., 1 Jan 2002, In : Journal of Retailing and Consumer Services. 9, p. 45-52

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
214 Downloads (Pure)

Virtual Communities for Service Delivery: Transfering the Notion of Pro-Social Behavior from 'Place' to 'Space'

Wiertz, C., de Ruyter, J. C. & Streukens, A. C. P., 1 Jan 2002, Proceedings of the 31st Conference of the European Marketing Academy. Braga, Portugal: EMAC, p. 146-146

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

Virtuele Communities, een Nieuw Marketingkanaal?

Wiertz, C. & de Ruyter, J. C., 1 Jan 2002, In : Telecommerce. 2, 3, p. 35-36

Research output: Contribution to journalArticleAcademicpeer-review

2001

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)
1364 Downloads (Pure)

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
87 Downloads (Pure)

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)
110 Downloads (Pure)

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)
1271 Downloads (Pure)

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

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
713 Downloads (Pure)

Linking Team Service Climate to Customer Outcomes: A Contingency Approach

de Jong, A., de Ruyter, J. C. & Lemmink, J. G. A. M., 1 Jan 2001, Frontiers in Sevices Conference, Washington DC, Conference Proceedings. Frontiers

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

Perceived Uncertainty in Self-Managed Service Teams: An Empirical Assessment

de Jong, A., de Ruyter, J. C., Streukens, A. C. P. & Ouwersloot, J., 1 Jan 2001, In : International Journal of Service Industry Management. 12, 2, p. 158-183

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
8 Citations (Scopus)
223 Downloads (Pure)

Role Stress in Call Centers: The Effects of Role Stress on Performance and Satisfaction

de Ruyter, J. C., Wetzels, M. G. M. & Feinberg, R. A., 1 Jan 2001, In : Journal of Interactive Marketing. 15, 2, p. 23-45

Research output: Contribution to journalArticleAcademicpeer-review

Service Industry Systems and Service Quality

Wetzels, M. G. M. & de Ruyter, J. C., 1 Jan 2001, Handbook of Industrial Engineering. New York: Wiley, p. 623-634

Research output: Chapter in Book/Report/Conference proceedingChapterAcademic

Team Commitment to Service Quality: An Empirical Assessment of Employee and Customer Perspective

de Jong, A., de Ruyter, J. C. & Lemmink, J. G. A. M., 1 Jan 2001, onbekend: Marketing & Supply Chain Management, 38 p. (MAXX Working Paper; No. 01-03).

Research output: Working paperProfessional

107 Downloads (Pure)

Wat brengt 2001? Coordinerende Rol van het Call Center

de Ruyter, J. C., 1 Jan 2001, In : Call Center Magazine. p. 29

Research output: Contribution to journalArticlePopular

What Factors Determine Use of Quality-related Marketing Research Information? An Empirical Investigation

van Birgelen, M. J. H., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2001, In : Total Quality Management. 12, 4, p. 521-534

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
141 Downloads (Pure)

What Makes Academic Service Centers Effective?

van Birgelen, M. J. H., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2001, In : Journal of Service Research. 3, 3, p. 25-35

Research output: Contribution to journalArticleAcademicpeer-review

2000

The impact of attitude strength on the use of customer satisfaction information: an empirical investigation

van Birgelen, M. J. H., de Ruyter, J. C. & Wetzels, M. G. M., 1 Jan 2000, Maastricht: METEOR, Maastricht University School of Business and Economics, (METEOR Research Memorandum; No. 037).

Research output: Working paperProfessional

Open Access
File
71 Downloads (Pure)
Open Access
File
56 Citations (Scopus)
630 Downloads (Pure)