By Professor Jacobus Cornelis de Ruijter

Journal articles

de Ruyter K; Dolen W; Dolen W, 2009, 'A dual-sequence framework for B2C relationship formation: Moderating effects of employee communication style in online group chat.', Psychology and Marketing, 26, pp. 145 - 174

de Ruyter K; De jong A; Wetzels M, 2009, 'Antecedents and consequences of environmental stewardship in boudary-spanning B2B teams', Journal of the Academy of Marketing Science, 37, pp. 470 - 487

Van beuningen J; de Ruyter K; Wetzels M; Streukens S, 2009, 'Customer Self-Efficacy in Technology-Based Self Service: Assessing Between- and Within-Person Differences', Journal of Service Research, 11, pp. 407 - 428

Kleijnen M; Lievens M; de Ruyter K; Wetzels M, 2009, 'Knowledge creation through mobile social networks and its impact on intentions to use innovative mobile services', Journal of Service Research, 12, pp. 15 - 35

Patterson PG; de Ruyter K; Wetzels M; Pauwels P, 2009, 'The Propensity to Continue Internationalization: A Study of Entrepreneurial Decision-Making in Australian Service Firms', Advances in International Marketing, 20, pp. 11 - 36, http://dx.doi.org/10.1108/S1474-7979(2009)0000020004

van Dolen WM; de Ruyter K; Streukens S, 2008, 'The effect of humor in electronic service encounters', Journal of Economic Psychology, 29, pp. 160 - 179, http://dx.doi.org/10.1016/j.joep.2007.05.001

Lei J; de Ruyter K; Wetzels M, 2008, 'Consumer Responses to Vertical Service Line Extensions', Journal of Retailing, 84, pp. 268 - 280

De jong A; de Ruyter K; Wetzels M, 2008, 'Linking Employee Perceptions of Collective Efficacy in Self-Managing Service Teams with Customer-Perceived service Quality', International Journal of Service Industry Management, 19, pp. 353 - 378

Mathwick C; Wiertz C; de Ruyter K, 2008, 'Social Capital Production in a Virtual P3 Community', Journal of Consumer Research, 34, pp. 832 - 849

van Dolen WM; Dabholkar PA; de Ruyter K, 2007, 'Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style', Journal of Retailing, 83, pp. 339 - 358, http://dx.doi.org/10.1016/j.jretai.2007.03.004

Wiertz C; De Ruyter K, 2007, 'Beyond the call of duty: Why customers contribute to firm-hosted commercial online communities', Organization Studies, 28, pp. 347 - 376, http://dx.doi.org/10.1177/0170840607076003

Kleijnen M; de Ruyter K; Wetzels M, 2007, 'An assessment of value creation in mobile service delivery and the moderating role of time consciousness', Journal of Retailing, 83, pp. 33 - 46, http://dx.doi.org/10.1016/j.jretai.2006.10.004

Warrington PT; Gangstad E; Feinberg R; de Ruyter K, 2007, 'Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM', International Journal of E-Business Research (IJEBR), 3, pp. 57 - 69, http://dx.doi.org/10.4018/jebr.2007040105

Van Dolen WM; Dabholkar PA; de Ruyter K, 2007, 'La satisfaction envers les discussions en ligne de clients: l'influence des attributs technologiques perçus, des caractéristiques du groupe de discussion et du style de communication du conseiller', Recherche et Applications en Marketing (French Edition), 22, pp. 83 - 111, http://dx.doi.org/10.1177/076737010702200306

van Birgelen M; de Jong A; de Ruyter K, 2006, 'Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions', Journal of Retailing, 82, pp. 367 - 377, http://dx.doi.org/10.1016/j.jretai.2006.08.010

De Jong A; De Ruyter K; Wetzels M, 2006, 'Linking employee confidence to performance: A study of self-managing service teams', Journal of the Academy of Marketing Science, 34, pp. 576 - 587, http://dx.doi.org/10.1177/0092070306287126

van Dolen W; de Ruyter K; Carman J, 2006, 'The role of self- and group-efficacy in moderated group chat', Journal of Economic Psychology, 27, pp. 324 - 343, http://dx.doi.org/10.1016/j.joep.2005.05.007

Deutskens E; De Ruyter K; Wetzels M, 2006, 'An assessment of equivalence between online and mail surveys in service research', Journal of Service Research, 8, pp. 346 - 355, http://dx.doi.org/10.1177/1094670506286323

Deutskens E; De Jong A; De Ruyter K; Wetzels M, 2006, 'Comparing the generalizability of online and mail surveys in cross-national service quality research', Marketing Letters, 17, pp. 119 - 136, http://dx.doi.org/10.1007/s11002-006-4950-8

Schepers J; Wetzels M; de Ruyter K, 2005, 'Leadership styles in technology acceptance: Do followers practice what leaders preach?', Managing Service Quality, 15, pp. 496 - 508, http://dx.doi.org/10.1108/09604520510633998

De Jong A; De Ruyter K; Lemmink J, 2005, 'Service climate in self-managing teams: Mapping the linkage of team member perceptions and service performance outcomes in a business-to-business setting', Journal of Management Studies, 42, pp. 1593 - 1620, http://dx.doi.org/10.1111/j.1467-6486.2005.00558.x

De Jong A; De Ruyter K; Wetzels M, 2005, 'Antecedents and consequences of group potency: A study of self-managing service teams', Management Science, 51, pp. 1610 - 1625, http://dx.doi.org/10.1287/mnsc.1050.0425

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

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