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2009

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

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

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

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

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

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

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

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

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

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

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
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644 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
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947 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
580 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
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
File
367 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
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352 Downloads (Pure)
Open Access
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237 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
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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
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6983 Downloads (Pure)
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
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242 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

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
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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

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)

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
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285 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
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255 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

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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1427 Downloads (Pure)