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Research Output

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Article
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
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1429 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
94 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
141 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
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1339 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

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
271 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

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
183 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

2002

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
570 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

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
137 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
287 Downloads (Pure)

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 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
256 Downloads (Pure)

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

2003

Electronisch Klagen

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

Research output: Contribution to journalArticleAcademic

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
245 Downloads (Pure)

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

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

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
647 Downloads (Pure)

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
948 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
582 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
798 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
369 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

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
359 Downloads (Pure)
Open Access
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240 Downloads (Pure)

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

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
2764 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

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, In : International Journal of Service Industry Management. 15, 1, p. 102-121

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
7062 Downloads (Pure)
2005

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

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

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

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

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

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

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

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

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

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

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