By Professor Jacobus Cornelis de Ruijter

Books

Keeling DI; de Ruyter K; Cox D, 2022, Handbook of research on customer loyalty, http://dx.doi.org/10.4337/9781800371637

Pauwels P; de Ruyter K, 2004, RESEARCH ON INTERNATIONAL SERVICE MARKETING: ENRICHMENT AND CHALLENGES, http://dx.doi.org/10.1016/S1474-7979(04)15001-1

van Birgelen M; de Ruyter K; Wetzels M, 2004, THE ROLE OF SOCIALLY DESIRABLE RESPONDING IN INTERNATIONAL SERVICES RESEARCH, http://dx.doi.org/10.1016/S1474-7979(04)15004-7

Book Chapters

Tuncdogan A; Acar OA; Volberda HW; de Ruyter K, 2024, 'Introduction', in The Oxford Handbook of Individual Differences in Organizational Contexts, Oxford University Press, pp. 3 - 10, http://dx.doi.org/10.1093/oxfordhb/9780192897114.013.1

Tuncdogan A; Acar OA; Volberda HW; de Ruyter K, 2024, 'IQ, EQ, and multiple intelligences: A brief review of the discussion', in The Oxford Handbook of Individual Differences in Organizational Contexts, pp. 53 - 63

Keeling DI; de Ruyter K; Cox D, 2022, 'Introduction to the handbook of research on customer loyalty', in Handbook of Research on Customer Loyalty, pp. 1 - 3

Keeling DI; de Ruyter K, 2022, 'Loyalty-Based Learning (LBL) in channel enablement programmes', in Handbook of Research on Customer Loyalty, pp. 164 - 172

Okazaki S; de Ruyter K; Mukherji P; Minami C; Nishioka K; Boyi L, 2020, 'Special Session: Marketing and Consumer Wellbeing in Digital Environment: An Abstract', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 263 - 264, http://dx.doi.org/10.1007/978-3-030-39165-2_111

Keeling DI; de Ruyter K; Cox D, 2019, 'Engagement-to-value (E2V): An empirical case study', in Hollebeek LD; Sprott DE (ed.), Handbook of Research on Customer Engagement, pp. 20 - 34, http://dx.doi.org/10.4337/9781788114899.00007

de Ruijter J, 2019, 'Engagement-to-Value Conversion. An empirical case study', in Handbook of Research on Customer Engagement, Edward Elgar Publishing, pp. 20 - 34

Storey C; Blonska A; de Ruyter K, 2016, 'A Dyadic View on Buyers and Sellers Social Capital: Its Effect on Customized Treatments and Relationship Commitment', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 383, http://dx.doi.org/10.1007/978-3-319-19428-8_101

de Ruyter K; Wetzels M, 2015, 'Service Brand Extensions the Role of Corporate Image and Extension Similarity', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 39 - 43, http://dx.doi.org/10.1007/978-3-319-17356-6_11

de Ruyter K; Feinberg RA, 2015, 'The Cross Cultural Power of Environmental Advertisement Claim on Product Attitude and Purchase Intention for Services', in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 121 - 122, http://dx.doi.org/10.1007/978-3-319-17356-6_37

Čaić M; Mahr D; Aguirre E; de Ruyter K; Wetzels M, 2015, '“Too Close for Comfort”: The Negative Effects of Location-Based Advertising', in Advances in Advertising Research (Vol. V), Springer Fachmedien Wiesbaden, pp. 103 - 111, http://dx.doi.org/10.1007/978-3-658-08132-4_8

de Ruyter K; van Laer T, 2014, 'Chapter 19: It's the social, stupid! Leveraging the 4C markers of social in online service delivery', in Handbook of Service Marketing Research, Edward Elgar Publishing, pp. 413 - 436, http://dx.doi.org/10.4337/9780857938855.00029

De Ruyter K; Van Laer T, 2014, 'It’s the social, stupid! Leveraging the 4C markers of social in online service delivery', in Handbook of Service Marketing Research, pp. 413 - 436, http://dx.doi.org/10.4337/9780857938855.00029

de Ruyter K; Patterson PG; Yu T, 2014, 'Are you (appropriately) experienced? Service-sales ambidexterity.', in Rust R; Huang MH (ed.), Handbook of Service Marketing Research, Edward Elgar Publishing, pp. 270 - 292, http://dx.doi.org/10.4337/9780857938855

de Ruyter K; Yu Y, 2013, 'You can, if you think you can: The impact of customer and employee efficacy on technology based service delivery.', in Fisk R; Russell-Bennett R; Harris LC (ed.), Serving Customers: Global Services Marketing Perspectives, Tilde University Press, pp. 129 - 143

Streukens S; Wetzels M; Daryanto A; de Ruyter K, 2010, 'Analyzing Factorial Data Using PLS: Application in an Online Complaining Context', in Handbook of Partial Least Squares, Springer Berlin Heidelberg, pp. 567 - 587, http://dx.doi.org/10.1007/978-3-540-32827-8_25

Bandyopadhyay S; Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2009, 'Multi-Channel Retailing and Customer Satisfaction', in Contemporary Research in E-Branding, IGI Global, pp. 280 - 291, http://dx.doi.org/10.4018/978-1-59904-813-0.ch018

Belei N; Noteborn G; de Ruyter K, 2009, 'Cross-world branding - one world is not enough', in Kingsley J; Wankel C (ed.), Higher Education in Virtual Worlds: Teaching and Learning in Second Life, Emerald Group Publishing Ltd, pp. 112 - 140

Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2009, 'Multi-Channel Retailing and Customer Satisfaction', in Advances in E-Business Research, IGI Global, pp. 47 - 58, http://dx.doi.org/10.4018/978-1-60566-154-4.ch004

Warrington P; Gangstad E; Feinberg R; de Ruyter K, 2009, 'Multi-channel retailing and customer satisfaction: Implications for E-CRM', in Lee I (ed.), Emergent Strategies for E.Business Processes, Services and Implications: Advancing Corporate Frameworks, IGI Global, USA, pp. 47 - 59

Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2008, 'Multi-channel retailing and customer satisfaction: Implications for eCRM', in Contemporary Research in E-Branding, pp. 280 - 291, http://dx.doi.org/10.4018/978-1-59904-813-0.ch018

Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2008, 'Multi-Channel Retailing and Customer Satisfaction', in Electronic Commerce, IGI Global, pp. 1902 - 1914, http://dx.doi.org/10.4018/978-1-59904-943-4.ch148

Wetzels M; de Ruyter K, 2001, 'Service Industry Systems and Service Quality', in , Wiley, pp. 621 - 633, http://dx.doi.org/10.1002/9780470172339.ch21

Wetzels M; de Ruyter K, 1999, 'Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Call Center Agents', in Service Quality and Management, Deutscher Universitätsverlag, pp. 227 - 250, http://dx.doi.org/10.1007/978-3-322-90981-7_9

von Raesfeld Meijer AM; de Ruyter K; Cabo P, 1996, 'Cooperation new service development: A social dynamic approach', in Advances in Services Marketing and Management, Elsevier, pp. xxvi - xxvii, http://dx.doi.org/10.1016/s1067-5671(96)05044-5

Edited Books

Tuncdogan A; Acar OA; Volberda HW; de Ruyter K, 2024, The Oxford Handbook of Individual Differences in Organizational Contexts, http://dx.doi.org/10.1093/oxfordhb/9780192897114.001.0001

Journal articles

Hamelberg K; de Ruyter K; van Dolen W; Konuş U, 2025, 'Finding the Right Voice: How CEO Communication on the Russia–Ukraine War Drives Public Engagement and Digital Activism', Journal of Public Policy and Marketing, 44, pp. 140 - 159, http://dx.doi.org/10.1177/07439156241230910

Montecchi M; Plangger K; West D; de Ruyter K, 2024, 'Perceived brand transparency: A conceptualization and measurement scale', Psychology and Marketing, 41, pp. 2274 - 2297, http://dx.doi.org/10.1002/mar.22048

Tuncdogan A; Acar OA; Volberda HW; de Ruyter K, 2024, 'Introduction', The Oxford Handbook of Individual Differences in Organizational Contexts, pp. 3 - 9

de Ruyter K; Keeling D, 2023, 'Responsible management on the organizational frontline: a stewardship perspective', Emerald Open Research, 1, http://dx.doi.org/10.1108/eor-04-2023-0002

Mahr D; Heller J; de Ruyter K, 2023, 'Augmented reality (AR): The blurring of reality in human-computer interaction', Computers in Human Behavior, 145, http://dx.doi.org/10.1016/j.chb.2023.107755

Satornino CB; Pelser J; Wetzels M; de Ruyter K; Grewal D, 2023, 'You've lost that learning feeling: Drivers and drawbacks of channel partner disengagement with sales training', Industrial Marketing Management, 113, pp. 258 - 276, http://dx.doi.org/10.1016/j.indmarman.2023.06.006

Heller J; Mahr D; de Ruyter K; Schaap E; Hilken T; Keeling DI; Chylinski M; Flavián C; Jung T; Rauschnabel PA, 2023, 'An interdisciplinary Co-authorship networking perspective on AR and human behavior: Taking stock and moving ahead', Computers in Human Behavior, 143, http://dx.doi.org/10.1016/j.chb.2023.107697

Keeling DI; de Ruyter K; Laing A, 2022, 'Consumer (dis)engagement coping profiles using online services in managing health-related stressors', Psychology and Marketing, 39, pp. 2205 - 2220, http://dx.doi.org/10.1002/mar.21717

Golf-Papez M; Heller J; Hilken T; Chylinski M; de Ruyter K; Keeling DI; Mahr D, 2022, 'Embracing falsity through the metaverse: The case of synthetic customer experiences', Business Horizons, 65, pp. 739 - 749, http://dx.doi.org/10.1016/j.bushor.2022.07.007

Plangger K; Grewal D; de Ruyter K; Tucker C, 2022, 'The future of digital technologies in marketing: A conceptual framework and an overview', Journal of the Academy of Marketing Science, 50, pp. 1125 - 1134, http://dx.doi.org/10.1007/s11747-022-00906-2

Hollebeek LD; Keeling DI; de Ruyter K, 2022, 'Customer engagement design in industrial innovation', Industrial Marketing Management, 106, pp. 83 - 89, http://dx.doi.org/10.1016/j.indmarman.2022.07.010

Hilken T; Keeling DI; Chylinski M; de Ruyter K; Golf Papez M; Heller J; Mahr D; Alimamy S, 2022, 'Disrupting marketing realities: A research agenda for investigating the psychological mechanisms of next-generation experiences with reality-enhancing technologies', Psychology and Marketing, 39, pp. 1660 - 1671, http://dx.doi.org/10.1002/mar.21678

Hilken T; Chylinski M; de Ruyter K; Heller J; Keeling DI, 2022, 'Exploring the frontiers in reality-enhanced service communication: from augmented and virtual reality to neuro-enhanced reality', Journal of Service Management, 33, pp. 657 - 674, http://dx.doi.org/10.1108/JOSM-11-2021-0439

Ludwig S; Herhausen D; Grewal D; Bove L; Benoit S; de Ruyter K; Urwin P, 2022, 'Communication in the Gig Economy: Buying and Selling in Online Freelance Marketplaces', Journal of Marketing, 86, pp. 141 - 161, http://dx.doi.org/10.1177/00222429211030841

Barnes S; de Ruyter K, 2022, 'Guest editorial: Artificial intelligence as a market-facing technology: getting closer to the consumer through innovation and insight', European Journal of Marketing, 56, pp. 1585 - 1589, http://dx.doi.org/10.1108/EJM-05-2022-979

Hilken T; Heller J; Keeling DI; Chylinski M; Mahr D; de Ruyter K, 2022, 'Bridging Imagination Gaps on the Path to Purchase with Augmented Reality: Field and Experimental Evidence', Journal of Interactive Marketing, 57, pp. 356 - 375, http://dx.doi.org/10.1177/10949968221083555

Hilken T; Chylinski M; Keeling DI; Heller J; de Ruyter K; Mahr D, 2022, 'How to strategically choose or combine augmented and virtual reality for improved online experiential retailing', Psychology and Marketing, 39, pp. 495 - 507, http://dx.doi.org/10.1002/mar.21600

de Ruyter K; Keeling DI; Plangger K; Montecchi M; Scott ML; Dahl DW, 2022, 'Reimagining marketing strategy: driving the debate on grand challenges', Journal of the Academy of Marketing Science, 50, pp. 13 - 21, http://dx.doi.org/10.1007/s11747-021-00806-x

Chong T; Yu T; Keeling DI; de Ruyter K, 2021, 'AI-chatbots on the services frontline addressing the challenges and opportunities of agency', Journal of Retailing and Consumer Services, 63, http://dx.doi.org/10.1016/j.jretconser.2021.102735

Gonsalves C; Ludwig S; de Ruyter K; Humphreys A, 2021, 'Writing for Impact in Service Research', Journal of Service Research, 24, pp. 480 - 499, http://dx.doi.org/10.1177/10946705211024732

Keeling DI; Keeling K; de Ruyter K; Laing A, 2021, 'How value co-creation and co-destruction unfolds: a longitudinal perspective on dialogic engagement in health services interactions', Journal of the Academy of Marketing Science, 49, pp. 236 - 257, http://dx.doi.org/10.1007/s11747-020-00737-z

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