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 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, 2007, 'Service industry systems and service quality', in Handbook of Industrial Engineering Technology and Operations Management Third Edition, 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

Plangger K; Montecchi M; de Ruyter K; Keeling DI; Scott ML; Dahl DW, 2025, '“We could be heroes”: Reflections on reimagining marketing strategies for a better world', Journal of the Academy of Marketing Science, 53, pp. 301 - 309, http://dx.doi.org/10.1007/s11747-025-01099-0

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

Chong T; Yu T; Keeling DI; de Ruyter K; Hilken T, 2025, 'Stakeholder engagement with AI service interactions', Journal of Product Innovation Management, http://dx.doi.org/10.1111/jpim.12786

Farace S; Ordenes FV; Herhausen D; Grewal D; Ruyter KD, 2025, 'Standing Out While Fitting In: Visual Design of Text Overlays in Social Media Communication', Journal of Marketing, http://dx.doi.org/10.1177/00222429251322773

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', 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

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