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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

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
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644 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

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

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

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
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947 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

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

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
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580 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
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1427 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

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

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

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
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94 Downloads (Pure)

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

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
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140 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
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796 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
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367 Downloads (Pure)

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

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

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

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

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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1332 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
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567 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

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

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

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

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

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

Fields of gold: perceived efficacy in virtual teams of field service employees

Scheepers, J., de Jong, A., de Ruyter, J. C. & Wetzels, M. G. M., Aug 2011, In : Journal of Service Research. 14, 3, p. 372-389 18 p.

Research output: Contribution to journalArticleAcademicpeer-review

Generating sales while providing service: A study of customer service Representatives' ambidextrous behavior

Jasmand, C., Blazevic, V. & de Ruyter, J. C., 1 Jan 2012, In : Journal of Marketing. 76, 1, p. 20-37 18 p.

Research output: Contribution to journalArticleAcademicpeer-review

Getting a discount or sharing the cost: The influence of regulatory fit on consumer response to service pricing schemes

Daryanto, A., de Ruyter, J. C. & Wetzels, M. G. M., May 2010, In : Journal of Service Research. 13, 2, p. 153-167 15 p.

Research output: Contribution to journalArticleAcademicpeer-review

GOSIP in cyberspace: Conceptualization and scale development for general online Social interaction propensity

Blazevic, V., Wiertz, C., Cotte, J., de Ruyter, J. C. & Keeling, D. I., May 2014, In : Journal of Interactive Marketing. 28, 2, p. 87-100 14 p.

Research output: Contribution to journalArticleAcademicpeer-review

Harnessing a ‘Currency Matrix’ for Performance Measurement in Cooperatives: A Multi-Phased Study

Benos, T., Kalogeras, N., Wetzels, M., de Ruyter, K. & Pennings, J., Dec 2018, In : Sustainability. 10, 12, 38 p., 4536.

Research output: Contribution to journalArticleAcademicpeer-review

Open Access

How participation in in-home service provision impacts communication channel consideration

van Birgelen, M. J. H., Dellaert, B. G. C. & de Ruyter, J. C., 1 Jan 2012, In : Journal of Service Management. 23, 2, p. 216-252

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

Individual differences in motivation to participate in online panels The effect on response rate and response quality perceptions

Brüggen, E. C., de Ruyter, J. C., Wetzels, M. G. M. & Schillewaert, N., 1 Jan 2011, In : International Journal of Market Research. 53, 3, p. 369-390 22 p.

Research output: Contribution to journalArticleAcademicpeer-review

In stories we trust: How narrative apologies provide cover to competitive vulnerability after integrity-violating blog posts

van Laer, T. & de Ruyter, J. C., 1 Jan 2010, In : International Journal of Research in Marketing. 27, 2, p. 164-174

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
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137 Downloads (Pure)

It's a brand new world: Teaching brand management in virtual environments

Belei, N., Noteborn, G. & de Ruyter, J. C., 1 Jan 2011, In : Journal of Brand Management. 18, 8, p. 611-623 13 p.

Research output: Contribution to journalArticleAcademicpeer-review