By Professor Jacobus Cornelis de Ruijter

Journal articles

Kleijnen M; De Ruyter K; Andreassen TW, 2005, 'Image congruence and the adoption of service innovations', Journal of Service Research, 7, pp. 343 - 359, http://dx.doi.org/10.1177/1094670504273978

Kyriakopoulos K; De Ruyter K, 2004, 'Knowledge stocks and information flows in new product development', Journal of Management Studies, 41, pp. 1469 - 1498, http://dx.doi.org/10.1111/j.1467-6486.2004.00482.x

Ouwersloot H; Lemmink J; de Ruyter K, 2004, 'Moving beyond intuition - Managing allocation decisions in relationship marketing in business-to-business markets', Industrial Marketing Management, 33, pp. 701 - 710, http://dx.doi.org/10.1016/j.indmarman.2004.02.001

Keen C; Wetzels M; de Ruyter K; Feinberg R, 2004, 'E-tailers versus retailers. Which factors determine consumer preferences', Journal of Business Research, 57, pp. 685 - 695, http://dx.doi.org/10.1016/S0148-2963(02)00360-0

Streukens S; De Ruyter K, 2004, 'Reconsidering nonlinearity and asymmetry in customer satisfaction and loyalty models: An empirical study in three retail service settings', Marketing Letters, 15, pp. 99 - 111, http://dx.doi.org/10.1023/B:MARK.0000047387.12609.23

De Jong A; De Ruyter K, 2004, 'Adaptive versus proactive behavior in service recovery: The role of self-managing teams', Decision Sciences, 35, pp. 457 - 491, http://dx.doi.org/10.1111/j.0011-7315.2004.02513.x

Perea Y Monsuwé T; Dellaert BGC; De Ruyter K, 2004, 'What drives consumers to shop online? A literature review', International Journal of Service Industry Management, 15, pp. 102 - 121, http://dx.doi.org/10.1108/09564230410523358

van Dolen W; de Ruyter K; Lemmink J, 2004, 'An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction', Journal of Business Research, 57, pp. 437 - 444, http://dx.doi.org/10.1016/S0148-2963(02)00277-1

De Jong A; De Ruyter K; Lemmink J, 2004, 'Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams', Journal of Marketing, 68, pp. 18 - 35, http://dx.doi.org/10.1509/jmkg.68.2.18.27790

Wiertz C; de Ruyter K; Keen C; Streukens S, 2004, 'Cooperating for service excellence in multichannel service systems - An empirical assessment', Journal of Business Research, 57, pp. 424 - 436, http://dx.doi.org/10.1016/S0148-2963(02)00276-X

Deutskens E; De Ruyter K; Wetzels M; Oosterveld P, 2004, 'Response rate and response quality of Internet-based surveys: An experimental study', Marketing Letters, 15, pp. 21 - 36, http://dx.doi.org/10.1023/B:MARK.0000021968.86465.00

Kleijnen M; De Ruyter K; Wetzels M, 2004, 'Consumer adoption of wireless services: Discovering the rules, while playing the game', Journal of Interactive Marketing, 18, pp. 51 - 61, http://dx.doi.org/10.1002/dir.20002

Kleijnen M; Wetzels M; de Ruyter K, 2004, 'Consumer acceptance of wireless finance', Journal of Financial Services Marketing, 8, pp. 206 - 217, http://dx.doi.org/10.1057/palgrave.fsm.4770120

van Birgelen M; de Ruyter K; Wetzels M, 2003, 'The impact of attitude strength on customer-oriented priority setting by decision-makers: An empirical investigation', Journal of Economic Psychology, 24, pp. 763 - 783, http://dx.doi.org/10.1016/S0167-4870(03)00052-7

de Jong A; de Ruyter K; Lemmink J, 2003, 'The Adoption of Information Technology by Self-Managing Service Teams', Journal of Service Research, 6, pp. 162 - 179, http://dx.doi.org/10.1177/1094670503257046

Van Dolen WM; De Ruyter K, 2002, 'Moderated group chat: An empirical assessment of a new e-service encounter', International Journal of Service Industry Management, 13, pp. 496 - 511, http://dx.doi.org/10.1108/09564230210447959

van Dolen W; Lemmink J; de Ruyter K; de Jong A, 2002, 'Customer-sales employee encounters: A dyadic perspective', Journal of Retailing, 78, pp. 265 - 279, http://dx.doi.org/10.1016/S0022-4359(02)00067-2

De Ruyter K; Semeijn J, 2002, 'Forging buyer-seller relationships for total quality management in international business: The case of the European cement industry', Total Quality Management, 13, pp. 403 - 417, http://dx.doi.org/10.1080/09544120220135264

Van Birgelen M; De Ruyter K; De Jong A; Wetzels M, 2002, 'Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences', International Journal of Research in Marketing, 19, pp. 43 - 64, http://dx.doi.org/10.1016/S0167-8116(02)00047-2

De Ruyter K, 2002, 'Research on e-service', International Journal of Service Industry Management, 13, pp. 410 - 411

De Jong A; De Ruyter K; Streukens S; Ouwersloot H, 2001, 'Perceived uncertainty in self-managed service teams: An empirical assessment', International Journal of Service Industry Management, 12, pp. 158 - 183, http://dx.doi.org/10.1108/09564230110387533

De Ruyter K; Moorman L; Lemmink J, 2001, 'Antecedents of Commitment and Trust in Customer-Supplier Relationships in High Technology Markets', Industrial Marketing Management, 30, pp. 271 - 286, http://dx.doi.org/10.1016/S0019-8501(99)00091-7

Van Birgelen M; De Ruyter K; Wetzels M, 2001, 'Conceptualizing and Isolating Cultural Differences in Performance Data in International High-Tech Industrial Markets', Industrial Marketing Management, 30, pp. 23 - 35, http://dx.doi.org/10.1016/S0019-8501(99)00076-0

De Ruyter K; Wetzels M; Kleijnen M, 2001, 'Customer adoption of e-service: An experimental study', International Journal of Service Industry Management, 12, pp. 184 - 207, http://dx.doi.org/10.1108/09564230110387542

de Ruyter K; Wetzels M; Feinberg R, 2001, 'Role stress in call centers: Its effects on employee performance and satisfaction', Journal of Interactive Marketing, 15, pp. 23 - 35, http://dx.doi.org/10.1002/dir.1008

Van Birgelen M; De Ruyter K; Wetzels M, 2001, 'What factors determine use of quality-related marketing research information? An empirical investigation', Total Quality Management, 12, pp. 521 - 534, http://dx.doi.org/10.1080/09544120123611

van Birgelen M; de Ruyter K; Wetzels M, 2001, 'What Makes Service Research Centers Effective?', Journal of Service Research, 3, pp. 265 - 273, http://dx.doi.org/10.1177/109467050133007

de Ruyter K; Wetzels M; Feinberg R, 2001, 'Role stress in call centers: Its effects on employee performance and satisfaction', Journal of Interactive Marketing, 15, pp. 23 - 35, http://dx.doi.org/10.1002/dir.1008.abs

Bloemer J; de Ruyter K, 2001, 'The impact of attitude strength on the acceptance of green services', Journal of Retailing and Consumer Services, 9, pp. 45 - 52, http://dx.doi.org/10.1016/s0969-6989(01)00005-4

De Ruyter K; Wetzels M, 2000, 'With a little help from my fans - Extending models of pro-social behaviour to explain supporters' intentions to buy soccer club shares', Journal of Economic Psychology, 21, pp. 387 - 409, http://dx.doi.org/10.1016/S0167-4870(00)00010-6

Odekerken-Schröder G; van Birgelen M; Lemmink J; de Ruyter K; Wetzels M, 2000, 'Moments of sorrow and joy: An empirical assessment of the complementary value of critical incidents in understanding customer service evaluations', European Journal of Marketing, 34, pp. 107 - 125, http://dx.doi.org/10.1108/03090560010306232

Wetzels M; De Ruyter K; Bloemer J, 2000, 'Antecedents and consequences of role stress of retail sales persons', Journal of Retailing and Consumer Services, 7, pp. 65 - 75, http://dx.doi.org/10.1016/s0969-6989(99)00011-9

De Ruyter K; Wetzels M, 2000, 'Customer equity considerations in service recovery: A cross-industry perspective', International Journal of Service Industry Management, 11, pp. 91 - 108, http://dx.doi.org/10.1108/09564230010310303

Burgers A; De Ruyter K; Keen C; Streukens S, 2000, 'Customer expectation dimensions of voice-to-voice service encounters: A scale-development study', International Journal of Service Industry Management, 11, pp. 142 - 161, http://dx.doi.org/10.1108/09564230010323642

De Ruyter K; Wetzels M, 2000, 'Determinants of a relational exchange orientation in the marketing-manufacturing interface: An empirical investigation', Journal of Management Studies, 37, pp. 257 - 276, http://dx.doi.org/10.1111/1467-6486.00180

Wetzels M; De Ruyter K; Lemmink J, 2000, 'Measuring service quality trade-offls in Asian distribution channels: A multi-layer perspective', Total Quality Management, 11, pp. 307 - 318, http://dx.doi.org/10.1080/0954412006829

Feinberg RA; Kim IS; Hokama L; De Ruyter K; Keen C, 2000, 'Operational determinants of caller satisfaction in the call center', International Journal of Service Industry Management, 11, pp. 131 - 141, http://dx.doi.org/10.1108/09564230010323633

Van Birgelen M; de Ruyter K; Wetzels M, 2000, 'The Impact of Incomplete Information on the Use of Marketing Research Intelligence in International Service Settings: An Experimental Study', Journal of Service Research, 2, pp. 372 - 387, http://dx.doi.org/10.1177/109467050024005

de Ruyter K; Wetzels MGM, 2000, 'The Impact of Perceived Listening Behavior in Voice-to-Voice Service Encounters', Journal of Service Research, 2, pp. 276 - 284, http://dx.doi.org/10.1177/109467050023005

De Ruyter K; Wetzels M, 2000, 'The marketing-finance interface: A relational exchange perspective', Journal of Business Research, 50, pp. 209 - 215, http://dx.doi.org/10.1016/S0148-2963(99)00034-X

De Ruyter K; Wetzels M, 2000, 'The role of corporate image and extension similarity in service brand extensions', Journal of Economic Psychology, 21, pp. 639 - 659, http://dx.doi.org/10.1016/S0167-4870(00)00024-6

Lievens A; de Ruyter K; Lemmink J, 1999, 'Learning during new banking service development: A communication network approach to marketing departments', Journal of Service Research, 2, pp. 145 - 163, http://dx.doi.org/10.1177/109467059922003

Bloemer J; de Ruyter K; Wetzels M, 1999, 'Linking perceived service quality and service loyalty: a multi‐dimensional perspective', European Journal of Marketing, 33, pp. 1082 - 1106, http://dx.doi.org/10.1108/03090569910292285

Wetzels M; de Ruyter K; Lemmink J, 1999, 'Role Stress in After-Sales Service Management', Journal of Service Research, 2, pp. 50 - 67, http://dx.doi.org/10.1177/109467059921005

De Ruyter K; Wetzels M, 1999, 'Commitment in auditor-client relationships: Antecedents and consequences', Accounting, Organizations and Society, 24, pp. 57 - 75, http://dx.doi.org/10.1016/S0361-3682(98)00008-7

De Ruyter K; Bloemer J, 1999, 'Customer loyalty in extended service settings: The interaction between satisfaction, value attainment and positive mood', International Journal of Service Industry Management, 10, pp. 320 - 336, http://dx.doi.org/10.1108/09564239910276917

De Ruyter K; Wetzels M; Van Birgelen M, 1999, 'How do customers react to critical service encounters?: A cross-sectional perspective', Total Quality Management, 10, pp. 1131 - 1145, http://dx.doi.org/10.1080/0954412997118

Bloemer J; de Ruyter K, 1999, 'Customer Loyalty in High and Low Involvement Service Settings: The Moderating Impact of Positive Emotions', Journal of Marketing Management, 15, pp. 315 - 330, http://dx.doi.org/10.1362/026725799784870388

Patterson PG; De Ruyter K; Wetzels M, 1999, 'Modelling firm`s propensity to continue service exporting: a cross-country analysis', International Business Review, pp. 351 - 365, http://dx.doi.org/10.1016/S0969-5931(99)00009-8

Bloemer J; de Ruyter K; Peeters P, 1998, 'Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction', International Journal of Bank Marketing, 16, pp. 276 - 286, http://dx.doi.org/10.1108/02652329810245984

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