By Professor Jacobus Cornelis de Ruijter

Journal articles

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

Conference Papers

Mo J; Yu T; de Ruyter KO, 2016, 'Out of the channel loop in distribution channels: conceptualization and future research directions', in Academy of Marketing Science World Marketing Congress. Conference Proceedings, Paris, presented at Academy of Marketing Science World Marketing Congress, Paris, 19 July 2016 - 23 July 2016

Piyathasanan B; Patterson PG; de Ruyter K; Mathies C, 2011, 'Social Identity and Motivation for Creative Crowdsourcing and their Influence on Value Creation for the Firm', in Proceedings of ANZMAC 2011, ANZMAC, Perth, WA, pp. 1 - 8, presented at ANZMAC 2011, Perth, WA, - , http://anzmac.org/conference/2011/Papers%20by%20Presenting%20Author/Piyathasana,%20Bhuminan%20Paper%20277.pdf

Piyathasanan B; de Ruyter K; Wetzels M; Patterson PG; Mathies C, 2010, 'A hierarchical model of virtual experience (VE) and its influence on customer perceived value and loyalty', in ANZMAC 2010 Conference Proceedings, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 8, presented at ANZMAC 2010, Christchurch, New Zealand, 29 November 2010 - 01 December 2010

Yu T; Patterson PG; de Ruyter K, 2010, 'Acting ambidextrously in retail banking to achieve service and sales goals simultaneously: A mutlilevel perspective', in ANZMAC 2010 Conference Proceedings, Australia New Zealand Marketing Academy, Christchurch, pp. 1 - 9, presented at ANZMAC 2010, Christchurch, New Zealand, 29 November 2010 - 01 December 2010

Schmidt M; Walczuch RM; de Ruyter K, 2008, 'B2c advice on complex service products via video calls: Explanations from social presence and adaptive structuration theory', in 14th Americas Conference on Information Systems Amcis 2008, pp. 3634 - 3640

Yu Y; Patterson PG; De Ruyter K, 2007, 'Ambidexterity - The Simultaneous Pursuit of Service and Sales Goals', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007

Robinson LJ; Bucic T; De Ruyter K, 2006, 'Conceptual Foundations for a Model of Team Efficacy.', in ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006

Bucic T; de Ruyter K; Ng AK, 2006, 'Stewardship and efficacy.', in ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006

Patterson PG; Yu Y; De Ruyter K, 2006, 'Understanding Customer Engagement in Services', in ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006

Patterson PG; Daryanto A; De Ruyter K; Wetzels M, 2006, 'Exercise Behavior in Loyalty Program: The Influence of Regulatory Focus', in Fitzsimmons GJ; Morwitz VG (ed.), Association for Consumer Research North American Conference, Orlando, Florida, USA, pp. 346 - 347, presented at Association for Consumer Research North American Conference 2006, Orlando, Florida, USA, 29 September 2006

Ng AK; Bucic T; De Ruyter K, 2005, 'A Stewardship Perspective of the Marketing Exchange', in ANZMAC 2005 Conference, Fremantle, WA, presented at ANZMAC 2005 Conference, Fremantle, WA, 05 December 2005 - 07 December 2005

Patterson PG; Pauwels P; De Ruyter K; Wetzels M, 2003, 'A decision making perspective on the propensity to continue service internationalisation.', in EMAC: European Marketing Academy Conference (2003), Glasgow, Scotland, presented at EMAC: European Marketing Academy Conference (2003), Glasgow, Scotland, 20 May 2003 - 23 May 2003

Patterson PG; De Ruyter K; Cicic M; Wetzels M, 1998, 'Explaining service firms propensity to continue exporting: A cross-country analysis', in 27th EMAC Conference - Marketing Research and Practice, Stockholm, Sweden, presented at 27th EMAC Conference - Marketing Research and Practice, Stockholm, Sweden, 20 May 1998 - 23 May 1998

Conference Abstracts

Patterson PG; Yu Y; de Ruyter K, 2009, 'Achieving ambidexterity in retail banking: The role of branch context', Taipei, presented at International Conference on Service Science and Innovation - China, Taipei

Preprints

van Laer T; Ruyter KD; Wetzels M, Antecedents and Consequences of Narrative Transportation: A Meta-Analysis, http://dx.doi.org/10.2139/ssrn.2033192

Hofacker C; Ruyter KD; Lurie NH; Manchanda P; Donaldson J, Gamification Design for Mobile Marketing Effectiveness, http://dx.doi.org/10.2139/ssrn.2600856

Kiratli N; Ruyter KD; van Laer T, How Small Can Be Big: Assessing the Collective Adjustment of Small and Medium-Sized Enterprises to Corporate Social Responsibility, http://dx.doi.org/10.2139/ssrn.2411043

Ludwig S; van Laer T; Ruyter KD; Friedman M, Unweaving a Tangled Web: Exploring Automated Detection of Deception Cues in Online Claims within B2B Incentive Programs, http://dx.doi.org/10.2139/ssrn.2576197

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