By Professor Jacobus Cornelis de Ruijter

Journal articles

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

Bloemer J; de Ruyter K, 1998, 'On the relationship between store image, store satisfaction and store loyalty', European Journal of Marketing, 32, pp. 499 - 513, http://dx.doi.org/10.1108/03090569810216118

de Ruyter K; Scholl N, 1998, 'Positioning qualitative market research: Reflections from theory and practice', Qualitative Market Research: An International Journal, 1, pp. 7 - 14, http://dx.doi.org/10.1108/13522759810197550

De Ruyter K; Wetzels M, 1998, 'Marketingmanagers komen van Venus, financiële managers komen van Mars', Maandblad Voor Accountancy en Bedrijfseconomie, 72, pp. 106 - 115, http://dx.doi.org/10.5117/mab.72.15657

De Ruyter K; Van Birgelen M; Wetzels M, 1998, 'Consumer ethnocentrism in international services marketing', International Business Review, 7, pp. 185 - 202, http://dx.doi.org/10.1016/S0969-5931(98)00005-5

Wetzels M; De Ruyter K; Van Birgelen M, 1998, 'Marketing service relationships: The role of commitment', Journal of Business and Industrial Marketing, 13, pp. 406 - 423, http://dx.doi.org/10.1108/08858629810226708

De Ruyter K; Wetzels M, 1998, 'On the complex nature of patient evaluations of general practice service', Journal of Economic Psychology, 19, pp. 565 - 590, http://dx.doi.org/10.1016/S0167-4870(98)00025-7

De Ruyter K; Wetzels M; Bloemer J, 1998, 'On the relationship between perceived service quality, service loyalty and switching costs', International Journal of Service Industry Management, 9, pp. 436 - 453, http://dx.doi.org/10.1108/09564239810238848

Lemmink J; De Ruyter K; Wetzels M, 1998, 'The role of value in the delivery process of hospitality services', Journal of Economic Psychology, 19, pp. 159 - 177, http://dx.doi.org/10.1016/S0167-4870(98)00002-6

De Ruyter K; Thijssen M; Wetzels M, 1997, 'Van accountant naar accountmanager', Maandblad Voor Accountancy en Bedrijfseconomie, 71, pp. 531 - 541, http://dx.doi.org/10.5117/mab.71.11701

de Ruyter K; Lemmink J; Wetzels M; Mattsson J, 1997, 'Carry-over effects in the formation of satisfaction: The role of value in a hotel service delivery process', Advances in Services Marketing and Management, 6, pp. 61 - 77, http://dx.doi.org/10.1016/S1067-5671(97)06017-4

De Ruyter K; Kasper H, 1997, 'Consumer Affairs Departments in the United States and The Netherlands: A comparative analysis', Journal of Consumer Policy, 20, pp. 325 - 352, http://dx.doi.org/10.1023/A:1006850824521

De Ruyter K; Bloemer J; Peeters P, 1997, 'Merging service quality and service satisfaction: An empirical test of an integrative model', Journal of Economic Psychology, 18, pp. 387 - 406, http://dx.doi.org/10.1016/S0167-4870(97)00014-7

De Ruyter K; Wetzels M, 1997, 'On the perceived dynamics of retail service quality', Journal of Retailing and Consumer Services, 4, pp. 83 - 88, http://dx.doi.org/10.1016/s0969-6989(96)00018-5

De Ruyter K; Wetzels M; Lemmink J; Mattsson J, 1997, 'The dynamics of the service delivery process: A value-based approach', International Journal of Research in Marketing, 14, pp. 231 - 243, http://dx.doi.org/10.1016/s0167-8116(97)00004-9

Wetzels M; Van Birgelen MJH; De Ruyter K, 1996, 'Etnocentrisme en diensten', Maandblad Voor Accountancy en Bedrijfseconomie, 70, pp. 677 - 688, http://dx.doi.org/10.5117/mab.70.13715

de Ruyter K; Wetzels M; Lemmink J, 1996, 'The power of perceived service quality in international marketing channels', European Journal of Marketing, 30, pp. 22 - 38, http://dx.doi.org/10.1108/03090569610153282

De Ruyter K; Wetzels M, 1996, 'Two sides of the same story: Measuring different quality perceptions of the dyadic service encounter with the SERVCON instrument', Total Quality Management, 7, pp. 595 - 604, http://dx.doi.org/10.1080/09544129610504

Wetzels M; Ruyter K; Lemmink J; Koelemeijer K, 1995, 'Measuring customer service quality in international marketing channels: A multimethod approach', Journal of Business & Industrial Marketing, 10, pp. 50 - 59, http://dx.doi.org/10.1108/08858629510103905

de Ruyter K; Zuurbier J, 1993, 'Customer information systems. Approaching a new field in information systems from a new perspective', Information and Management, 24, pp. 247 - 255, http://dx.doi.org/10.1016/0378-7206(93)90002-B

de Ruyter K; Brack A, 1993, 'European legal developments in product safety and liability: The role of customer complaint management as a defensive marketing tool', International Journal of Research in Marketing, 10, pp. 153 - 164, http://dx.doi.org/10.1016/0167-8116(93)90002-G

de Ruyter K; Widdows R, 1992, 'CIS: A new frontier for MIS', Prometheus, 10, pp. 5 - 16, http://dx.doi.org/10.1080/08109029208629511

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