Professor Ko de Ruyter - PUBLICATIONS PUBLICATIONS IN REFEREED JOURNALS

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1 Professor Ko de Ruyter - PUBLICATIONS PUBLICATIONS IN REFEREED JOURNALS Grewal, D., A. Daryanto, S. Motyka, N. Puccinelli, A. Roggeveen, J.C. de Ruyter en M. Wetzels (2010), A Meta-Analytic Review of Regulatory Fit Effects, Journal of Consumer Research, 2nd review round. Laer, T. van en J.C. de Ruyter, (2010), In stories we trust: How narrative apologies provide cover to competitive vulnerability after integrity-violating blog posts, International Journal of Research in Marketing, forthcoming Daryanto, A., J.C. de Ruyter, M.G.M. Wetzels, Getting a Discount or Sharing the Cost: the influence of Regulatory Fit on Consumer Response to Service Pricing Schemes (2010) Journal of Service Research, forthcoming Daryanto, A., J.C. de Ruyter, M.G.M. Wetzels en P.Patterson, (2010) Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting, Journal of the Academy of Marketing Science, forthcoming. Belei, N., G.Noteborn and J.C. de Ruyter (2009), Cross-world Branding One world is not enough, in C. Wankel and J. Kingsley (eds.) Higher Education in Second Life, Emerald: United Kingdom, Ruyter J.C. de, Jong, A. de, en M.G.M Wetzels, (2009), Antecedents and consequences of environmental stewardship 5 in boundary-spanning B2B teams, Journal of the Academy of Marketing Science, 37 (4), Kleijnen, M, A. Lievens, J.C. de Ruyter and M.G.M Wetzels, (2009) Knowledge creation through mobile social networks and its impact on intentions to use innovative mobile services, Journal of Service Research, 12, Beuningen, J. van, J.C. de Ruyter and M.G.M Wetzels, (2009), Customer Self-Efficacy in Technology-Based Self-Service: Assessing Between- and Within-Person Differences, Journal of Service Research,.11 (4), Pauwels, Pieter, P.G. Patterson, K. de Ruyter and M. Wetzels. (2009). The Propensity to Continue Internationalization: A Study of Entrepreneurial Decision-Making in Australian Service Firms. Advances in International Marketing Vol. 20: Dabholkar P. Dolen, W. van, en J C. de Ruyter, (2009), A Dual-Sequence Framework for B2C Relationship Formation: Moderating Effects of Employee Communication Style in Online Group Chat, Psychology and Marketing, 26 (2), Warrington, P.T., E. Gangstad, R.A. Feinberg en J.C. de Ruyter (2008), Multi-channel retailing and customer satisfaction: implications for E-CRM, Emergent Strategies

2 for E-Business Processes, Services and Implications: Advancing Corporate Frameworks, Lei, J., J.C. de Ruyter and M.G.M Wetzels, (2008) Consumer Responses to Vertical Service Line Extensions, Journal of Retailing, 84 (3, 2008) Jong, A. de, J.C. de Ruyter en M.G.M Wetzels, (2008) Linking Employee Perceptions of Collective Efficacy in Self-Managing Service Teams with Customer-Perceived Service Quality, International Journal of Service Industry Management 19, Mathwick, C., C. Wiertz and J.C. de Ruyter, Social Capital Production in a Virtual P3 Community, (2008) Journal of Consumer Research, 34, (6), Scheepers, J, A. de Jong, M.G.M Wetzels, en J.C. de Ruyter, (2008) Psychological Safety and Social Support in Groupware Adoption: A Multi-Level Assessment in Education, Computers & Education, 51, Dolen, W. van, J C. de Ruyter en S. Streukens, (2007), The Effect of Humor in Electronic Service Encounters, Journal of Economic Psychology, 29, Dolen, W. van, P. Dabholkar en J C. de Ruyter, (2007), La satisfaction envers le discussions en ligne de clients: l influence des attributes technologiques percus, des caracteristiques du groupe de discussion et du style de communication du conseiller, Recherche et Applications en Marketing, 22 (3), Wiertz, C. en J.C. de Ruyter, (2007) Beyond the Call of Duty: Why Customers Contribute to Firm-hosted Commercial Online Communities, Organization Studies, 28 (03), Dolen, W. van, P. Dabholkar en J C. de Ruyter, (2007) Satisfaction with Online Commercial Group Chat: The Influence of Attributes, Chat Group Characteristics and Advisor Communication, Journal of Retailing. 83 (3), Warrington, P.T., E. Gangstad, R.A. Feinberg en J.C. de Ruyter (2007), Multi-channel retailing and customer satisfaction: implications for E-CRM, International Journal of E-Business Research, 3 (2), Kleijnen, Mirella, Ko de Ruyter and Martin Wetzels (2007), An assessment of value creation in mobile service delivery and the moderating role of time consciousness, Journal of Retailing. 83 (1), Jong, A. de, J.C. de Ruyter en M.G.M. Wetzels, (2006) Linking employee confidence to performance: a study of self-managing service teams, Journal of the Academy of Marketing Science, vol. 34 (4), Deutskens, E.C., de, Jong, A., J.C. de Ruyter Wetzels, M. (2006). Comparing the Generalizability of Online and Mail Surveys in Cross-National Service Qualtiy Research, Marketing Letters, 17,

3 Deutskens, E.C., de, Ruyter, J.C., Wetzels M. (2006). An Assessment of Equivalence between Online and Mail Surveys in Service Research, Journal of Service Research, 8 (4), Birgelen, M. van, Jong, A. de, en J.C. de Ruyter, Multi-Channel Service Retailing: The Effects of Channel Performance Satisfaction on Behavioral Intentions, Journal of Retailing, 82 (4) (2006), Dolen, W. van, J C. de Ruyter en J. Carman, The Role of Self- and Group-efficacy in Moderated Group Chat. Journal of Economic Psychology, 27 (2006), Schepers, J., M.G.M. Wetzels en J.C. de Ruyter, Leadership styles in technology acceptance: do followers practice what leaders preach? Managing Service Quality, (2005), 15 (6), Jong, A. de, J.C. de Ruyter en M.G.M. Wetzels, Antecedents and consequences of group potency: a study of self-managing service teams, Management Science, (2005), 51 (12), Jong, A., de, Ruyter, J.C., Lemmink, J.G.A.M. 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, (2005) 42 (8) Pauwels, P. en J.C. de Ruyter Research on International Service Marketing: A State of the Art (ed. Volume), Advances in International Marketing (2005), 15, Elsevier: Amsterdam. Birgelen, M. van, J.C. de Ruyter en MG.M. Wetzels, The role of socially desirable responding in international service research, in Pauwels, P. en J.C. de Ruyter (eds.) Research on International Service Marketing: A State of the Art, Advances in International Marketing (2005), 15, Elsevier: Amsterdam, Kleijnen, M., J.C. de Ruyter en Tor W Andreassen, Image Congruence and the Adoption of Service Innovations. Journal of Service Research, (2005), 7 (4), Kyriakopoulos, K. and K. de Ruyter, Knowledge Stocks and Information Flows in New Product Development: Journal of Management Studies, (2004) 41, 8, Streukens, S. en J.C. de Ruyter, Reconsidering Nonlinearity and Asymmetry in Customer Satisfaction and Loyalty Models: An Empirical Study in Three Retail Service Settings. Marketing Letters, (2004), 15 (2-3), Ouwersloot, J., J.FG.A.M. Lemmink en J.C. de Ruyter, Managers allocation decisions in relationship marketing, Industrial Marketing Managment (2004), 33, 8, Kleijnen, M., J.C. de Ruyter en M.G.M. Wetzels, Consumer adoption of mobile services, discovering the rules, while playing the game, Journal of Interactive Marketing, (2004), 18 (2), [C]. 3

4 Perea Y Monsuwe, T., B.C. Delleart en J.C. de Ruyter, What drives consumers to shop online? A literature review, International Journal of Service Industry Management (2004), 15 (1), Jong, A. de, en J.C. de Ruyter, Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams, Decision Sciences, (2004), 35 (3), De Jong, A. De Ruyter, J.C., and Lemmink J.G.A.M. Antecedents and Consequences of Service Climate in Boundary-Spanning Self-Managing Service Teams, Journal of Marketing (2004), 6 (April), Kleijnen, M., M.G.M. Wetzels en J.C. de Ruyter, Consumer Acceptance of Wireless Finance, Journal of Financial Services Marketing, (2004), 8 (3), Keen, C., M.G.M. Wetzels, J.C. de Ruyter, en R.A. Feinberg, The Impact of Electronic Commerce as a mode of product purchase on consumer retail shopping alternatives Journal of Business Research (2004), 57 (7), Dolen, W. van, J C. de Ruyter en J.G.A.M. Lemmink, Experiencing the chain of reactions. An empirical assessment of the influence of CCE behaviors on encounter and relationship satisfaction, Journal of Business Research, (2004), 57, (4) Wiertz, C., J.C. de Ruyter, C. Keen en S. Streukens, Cooperating for service excellence in multi-channel service systems: an empirical assessment, Journal of Business Research (2004), 57, (4) Deutskens, E. J.C. de Ruyter M.G.M. Wetzels en P. Oosterveld, Response rate and response quality of Internet-based surveys: an experimental study, Marketing Letters, (2004), 15 (1), Dolen, W. van, J.C. de Ruyter en S. Streukens, The impact of humor in face-to-face and electronic service encounters, Advances in Consumer Research (2004), [C]. Birgelen, M. van, J.C. de Ruyter en M.G.M. Wetzels, Attitude strength and the impact on managerial decision-making in interational services research, Journal of Economic Psychology (2003), 24, Jong, A. de, J.C. de Ruyter en J.G.A.M. Lemmink, The adoption of information technology by self-managing teams, (2003), Journal of Service Research, 6 (2), Dolen, W. van, en J C. de Ruyter, Moderated group chat: an empirical assessment of a new e-service encounter, International Journal of Service Industry Management (2002), 13 (5), Ruyter, J.C. de, Introduction to the special issue on research on e-service, International International Journal of Service Industry Management (2002), 13 (5),

5 Dolen, W. van, J.G.A.M. Lemmink,. J C. de Ruyter en A. de Jong, Customer-sales employee encounters: a dyadic perspective, Journal of Retailing, (2002), 78 (4), Birgelen, M. van, J.C. de Ruyter, A. de Jong en M.G.M. Wetzels, Customer evaluations of after-sales service contact modes: an empirical analysis of national culture s consequences, International Journal of Research in Marketing (2002), 19, Ruyter, J.C. de, en J. J. Semeijn, Forging Buyer-Seller Relationships in International Business: The Case of the European Cement Industry, Total Quality Management (2002), 13,3, Bloemer, J.M.M., en J.C. de Ruyter, The impact of attitude strength on the acceptance of green services, Journal of Retailing and Consumer Services 9 (2002), Birgelen, M. van, J.C. de Ruyter en M.G.M. Wetzels, What factors determine use of quality-related marketing research information? An empirical investigation, Total Quality Management (2001), 12 (4), Jong, A. de, J.C. de Ruyter, S. Streukens en H. Ouwersloot, Perceived uncertainty in selfmanaged service teams: a longitudinal assessment, International Journal of Service Industry Management, (2001), 12 (2), Ruyter, J.C. de, M.G.M. Wetzels en M. Kleijnen, Customer Adoption of E-service: an experimental study, International Journal of Service Industry Management (2001), 12 (2), Ruyter, J.C. de, M.G.M. Wetzels en R.A. Feinberg, Role stress in call centers: the effects of role stress on performance and satisfaction, Journal of Interactive Marketing, 15 (2) (2001), [C] Ruyter J.C.de, L. Moorman and J.G.A.M. Lemmink, A Portfolio Approach to Customer- Supplier Relationships in High Technology Markets, Industrial Marketing Management (2001), 30, 3, Birgelen, M. van, J.C. de Ruyter en M.G.M. Wetzels, What makes academic service centers effective?, Journal of Service Research (2001) 3, Ruyter, J.C. de, M.G.M. Wetzels en M. van Birgelen, Conceptualizing and isolating cultural differences in performance data in international high technology industrial markets., Industrial Marketing Management, (2001), 30, 1, Ruyter, J.C. de, en M.G.M. Wetzels, The Role of Corporate Image and Extension Similarity in Service Brand Extensions, Journal of Economic Psychology, (2000), 21, 6, Keen, C., J.C. de Ruyter, M.G.M. Wetzels en R.A. Feinberg, An empirical analysis of consumer preference regarding alternative service delivery modes in emerging electronic service markets, Quarterly Journal of Electronic Commerce (2000), 1 (1),

6 Ruyter, J.C. de, en M.G.M. Wetzels, With a little help from my fans Extending models of prosocial behaviour to explain supporters intentions to buy soccer club shares., Journal of Economic Psychology, (2000), 21, Ruyter, J.C. de en R.A. Feinberg, Answering the Call for Customer Driven Quality: Overview of the Call Center Industry, International Journal of Service Industry Management 11, 2 (2000), Feinberg, R.A., I.Kim, L.Hokama, J.C. de Ruyter en C. Keen, Operational Determinants of Caller Satisfaction in the Call Center, International Journal of Service Industry Management, International Journal of Service Industry Management 11, 2 (2000), Burgers, A., J.C. de Ruyter, C. Keen en S. Streukens, Customer expected quality in voice-tovoice service encounters, International Journal of Service Industry Management 11, 2 (2000), Birgelen, M. van, J.C. de Ruyter en M.G.M. Wetzels, The impact of incomplete information on the use of marketing research intelligence in international services settings: an experimental study, Journal of Service Research (2000), Ruyter, J.C. de, en M.G.M. Wetzels, The Impact of Perceived Listening Behavior in Voiceto-Voice Service Encounters, Journal of Service Research (2000), 2 (3), Wetzels, M.G.M en J.C. de Ruyter, Measuring service quality trade-offs in asian distribution channels: a multi-layer perspective, Total Quality Management (2000), 11 (3), Ruyter, J.C. de, en M.G.M. Wetzels, Customer equity considerations in service recovery: A cross-industry perspective, International Journal of Service Industry Management 11, 1 (2000), Odekerken, G., M. van Birgelen, J.A.G.M. Lemmink, J.C. de Ruyter en M.G.M. Wetzels, Moments of Sorrow and Joy. An empirical assessment of the complementary value of critical incidents in understanding customer services evaluations, European Journal of Marketing,.34, (1/2 ) (2000), Ruyter, J.C. de, M.G.M. Wetzels, Determinants of a Relational Exchange Orientation in the Marketing Manufacturing Interface: an Empirical Investigation, Journal of Management Studies (2000) 37 (2), Ruyter, J.C. de, M.G.M. Wetzels, The Marketing - Finance Interface: A Relational Exchange Perspective, (1999) Journal of Business Research, 50 (2), [C] Ruyter, J.C de,. M.G.M Wetzels, en J.M.M. Bloemer, Antecedents and consequences of role stress of retail sales persons, Journal of Retailing and Consumer Services (2000),

7 Ruyter J.C. de, M.G.M. Wetzels en M. van Birgelen, Werkdruk in call centers: een analyse van oorzaken en gevolgen, Maandblad voor Accountancy en Bedrijfseconomie, (1999), 73 (12), Lievens, A, J.C. de Ruyter en J.G.A.M. Lemmink, Learning during new financial service development, Journal of Service Research (1999), 2 (2), Bloemer, J.M.A, en J.C. de, Ruyter, Customer Loyalty in High and Low Involvement Service Settings: The moderating impact of positive emotions, Journal of Marketing Management (1999) 15, Wetzels, M.G.M., J.C. de Ruyter en J.G.A.M. Lemmink, Role stress in after-sales service management: a longitudinal assessment of its antecedents and consequences, Journal of Service Research, (1999), 2 (1), Wetzels, M.G.M., J.C. de Ruyter en J.G.A.M Lemmink, Antecedents and Consequences of Service quality in Business-to-Business Services, in T.Swartz and D. Iacobucci (eds.) Handbook Services Marketing and Management, (1999), Ruyter J.C. de, en Bloemer, J.M.A., Customer Loyalty in Extended Service Settings: the interaction between satisfaction, value attainment and positive mood, International Journal of Service Industry Management (1999), 10 (3), Patterson, G. Patterson, J.C. de Ruyter, M. Cicic en M G.M. Wetzels, Modelling Service Firms Propensity to Continue Exporting: A Cross - Country Analysis, International Business Review, (1999), 8, Bloemer, J.M.M., Ruyter, J.C. de, en M.G.M. Wetzels, Linking Perceived Service Quality and Behavioral Intentions: A multi-dimensional perspective using structural equation modelling (1999), European Journal of Marketing 33, 11/12, Ruyter, J.C. de, M.G.M. Wetzels en M. van Birgelen, How do consumers react to critical service encounters. A cross sectional perspective, Total Quality Management (1999) 10 (8), Ruyter, J.C. de, M.G.M. Wetzels, The role of commitment in auditor-client relationships, Accounting, Organisations and Society, (1999), 24 (1), Bloemer, J.M.A, J.C. de, Ruyter en P. Peeters, Investigating Drivers of Bank Loyalty: The complex relationship between image, service quality and satisfaction, International Journal of Bank Marketing (1998), 16 (7), [D] Ruyter, J.C. de, en M.G.M. Wetzels, Marketing managers komen van Venus, Financiële managers komen van Mars. Een onderzoek naar de relatie tussen marketing en financieel management. Maandblad voor Accountancy and Bedrijfseconomie, maart (1998),

8 Ruyter, J.C. de, en N.B. Scholl, Positioning qualitative market research: Reflections from theory and practice, Qualitative Market Research Journal (1998), 1, Wetzels, M.G.M, J.C. de Ruyter en M. van Birgelen, Marketing Service Relationships: The Role of Commitment, Journal of Business and Industrial Marketing (1998) 13 (4/5), [C] Ruyter, J.C. de, M.G.M. Wetzels, On the complex nature of patient evaluations of general practice service, Journal of Economic Psychology (1998), 19, Ruyter J.C.de, J.M.M. Bloemer en M.G.M. Wetzels, On the relationship between perceived service quality, service loyalty and switching costs, International Journal of Service Industry Management, 9 (1998), 9 (5), Bloemer, J.M.M. en J.C. de Ruyter, On the relationship between store image, store satisfaction and store loyalty, European Journal of Marketing (1998), 5/6, Ruyter, J.C. de, M.G.M. Wetzels en M. Van Birgelen, Consumer Ethnocentrism, a replication for services, International Business Review (1998) 7, 2, Lemmink J.G.A.M., Ruyter, J.C. de, M.G.M. Wetzels, The role of value in the service delivery process of hospitality services, Journal of Economic Psychology, 19 (1998), Bloemer, J.M.M., J.C de Ruyter en M.G.M. Wetzels, Customer loyalty in a service setting, Advances in Consumer Research, (1997), Ruyter J.C. de, en Bloemer, J.M.A., Evaluating Health Care Service Quality: the moderating role of knowledge, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior(1997), 10, [C] Ruyter J.C.de, J.G.A.M. Lemmink, M.G.M. Wetzels en Mattsson, J., The dynamics of the service delivery process: a value-based approach, (1997), International Journal of Research in Marketing, 14 (1997), Ruyter, J.C. de, M.G.M. Wetzels en M. Thijssen, Van accountant naar account manager? Een onderzoek naar de rol van commitment in relaties tussen accountants en cliënten, Maandblad voor Accountancy and Bedrijfseconomie, 71 (10) (1997), Ruyter, J.C. de en J.D.P. Kasper, Consumer affairs departments in the United States and the Netherlands:a comparative analysis, Journal of Consumer Policy, 20 (3) (1997), Ruyter, J.C. de en M.G.M. Wetzels, On the perceived dynamics of retail service quality, (1997), Journal of Retailing and Consumer Services, 4 (2), Ruyter J.C.de, J.G.A.M. Lemmink, M.G.M. Wetzels en Mattsson, J., Carry-over effects in the formation of satisfaction: the role of value in a hotel service delivery process, Advances in Services Marketing and Management: Research and Practice, (1997) 6,

9 Ruyter J.C. de, Bloemer, J.M.A., en P. Peeters, Merging service quality and service satisfaction: an empirical test of an integrative framework, Journal of Economic Psychology, (1997), 18, Ruyter, J.C. de, M.G.M. Wetzels, A. van Doremaele, Het meten van kwaliteit van dienstverlening vanuit een integraal perspectief, Gedrag en Organisatie (1997), 10 (1), Ruyter, J.C. de, M.G.M. Wetzels en M. Van Birgelen, Ethnocentrisme in dienstverlening: een onderzoek onder Nederlandse consumenten, (1996) Maandblad voor Accountancy and Bedrijfseconomie, 12, Ruyter, J.C. de, M.G.M. Wetzels en J.G.A.M. Lemmink, The power of perceived service quality in international marketing channels, (1996), European Journal of Marketing, 30, Ruyter, J.C. de, Focus versus nominal group interviews: a comparative analysis, Marketing Intelligence and Planning, (1996), 14 (6), Ruyter, J.C. de, M.G.M. Wetzels, A. van Doremaele, Two sides of the same story: an application of the SERVCON instrument to the dyadic service encounter, Total Quality Management Journal (1996), vol. 7, 6, Raesfeld-Meijer, A. von, J.C. de Ruyter en P. Cabo, Cooperation in new service development: a social dynamic approach, in T.A. Swartz, D.E. Bowen and S.W. Brown (eds.) Advances in Services Marketing, V, Ruyter, J.C. de en S. Schagen, The consumer food marketing channels in Poland: New trends and Developments, Advances in Business Studies, 5, (1995), Ruyter, J.C. de en M. van Riemsdijk, Sociaal verantwoordelijk ondernemen, een goede strategie? Filosofie in Bedrijf, 19 (1995) Ruyter, J.C. de, J.D.P. Kasper en M.G.M. Wetzels, Internal service quality in a manufacturing firm: a review of critical encounters, New Zealand Journal of Business, 17 (1995), Ruyter, J.C. de, D. Perkins en M. Wetzels, Consumer-defined service expectations and post purchase dissatisfaction in moderately-priced restaurants a cross-cultural study, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 7 (1995), Bloemer, J.M.A. en J.C. de Ruyter, Integrating service quality and satisfaction: pain in the neck or marketing opportunity? Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 7 (1995), Wetzels, M.G.M., J.C. de Ruyter, J.G.A.M. Lemmink en K. Koelemeijer, Measuring customer service quality in international marketing channels: a multimethod approach, Journal of Business and Industrial Marketing, 10, 5 (1995),

10 Feinberg, R. A. Ruyter, J.C. de, C. Trappey en P. Young, Consumer-defined Service quality in international retailing, Total Quality Management, 6, 1 (1995), Ruyter, J.C. de en N.B. Scholl, Incident-based measurement of patient satisfaction/dissatisfaction: a Dutch case, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6 (1994), Anton, J. en J.C. de Ruyter, Customer service abroad, Mobius, 13, 4 (1994), Ruyter, J.C. de, en M. Crask, Teaching customer service hands-on: a sink or swim experience, Journal of Marketing Education, Fall (1994), Ruyter, J.C., de en J. Zuurbier, Customer Information Systems. Approaching a new field in information systems from a new perspective, Information and Management, 24 (1993), Ruyter, J.C. de en A. Brack, European legal developments on product safety and liability: the role of customer complaint management as a defensive marketing tool, International Journal of Research in Marketing, 10 (1993), Ruyter, J.C. de en R. Widdows, CIS: a new frontier for MIS, Prometheus, The Journal of issues in technological change, innovation, information economics, communication and science policy, 10 (1992), Anton, J en J.C. de Ruyter, Issue management through early detection and analysis, Mobius, 11, 3 (1992), 6-8. Ruyter, J.C. de en J.M. Gnap, Customer Service Call Centers for Retailers, Retail Control, 60 (1992), Ruyter, J.C. de en R. Widdows, The Purdue Student Hotline: a hands-on approach to consumer affairs, Advancing the Consumer's Interest, 4 (1992) Feinberg, R.A., R. Widdows en J.C. de Ruyter, Consumer information systems: a new frontier for retailers, Retail Control, 17 (1991), Woudstra, E., J.C. de Ruyter en L. van Gemert, Diagnose van interne communicatie problemen II: kader voor een aanpak Communicatief, 3, 4 (1990), Woudstra, E., J.C. de Ruyter en L. van Gemert, Diagnose van interne communicatie problemen I: een case study, Communicatief, 3, 3 (1990), Ruyter, J.C. de, Consumer dissatisfaction and complaining behavior: a decision process approach, SWOKA research report no. 98 (1990), Den Haag: SWOKA. Ruyter, J.C. de, Middelen voor feedback, Communicatief, 1, 5 (1988),

11 PUBLICATIONS IN REFEREED CONFERENCE PROCEEDINGS Beckers, I., Pauwels, P.F.J., Ruyter, J.C. de & Wetzels, M.G.M. (2008). A Dynamic Capabilities Perspective on Web Capabilities and Export Marketing Performance. In Proceedings CIMaR Conference 2008 (pp. 32 pp). Rio de Janeiro: Coppead. Beuningen, J.W.A. van, Moorman, C., Ruyter, J.C. de, Wetzels, M.G.M. & Cox, D. (2008, februari 16). The Transfer-Agency Dilemma in Manufacturer-Distributor Partnerships: How Does Knowledge Pay Off? Austin, Texas, AMS Winter Educators' Conference. Kohler, C.F., Breugelmans, E., Dellaert, B.G.C. & Ruyter, J.C. de (2008). Recommending a Recommendation Agent: The Impact of Message Framing on Using a Recommendation Agent. In Proceedings 2008 INFORMS Marketing Science Conference (pp. 1 pp). Vancouver: University of British Columbia, Sauder School of Business. Odekerken-Schröder, G.J., Ruyter, J.C. de & Oppen, C.A.M.L. van (2008). Online Relationships through the Lens of Structuration Theory. In A. Palmer (Ed.), Proceedings 16 International Colloquium in Relationship Marketing- Relationship Marketing in a Multi-Cultural, Multi-Lingual World (pp ). Swansea: Swansea University. Schmidt, M. (Accounting & Information Management), Walczuch, R.M. (Accounting & Information Management) & Ruyter, J.C. de (2008). B2C Advice on Complex Service Products via Video Calls. Explanations from Social Presence and Adaptive Structuration Theory. In Proceedings of the 14th Americas Conference on Information Systems (AMCIS) (pp. 7 pp). Toronto: AIS. Wiertz, C., Mathwick, C., Ruyter, J.C. de & Dellaert, B.G.C. (2008). If you Love Something, Set it Free? Different Approaches to Governing Firm-Hosted Virtual Peerto-Peer Problem Solving Communities. In Proceedings 17th Frontiers in Services Conference. Washington: University of Maryland. Schepers Jeroen, Ad de Jong, de Ruyter Ko, Martin Wetzels, Enhancing boundaryspanning service employees performance: the importance of GDSS potency in service teams, Proceedings of the 38th European Marketing Academy Conference (EMAC) 2008 Brighton United Kingdom. Daryanto, Ahmad; De Ruyter, Ko; Wetzels, Martin; Patterson, Paul G.. Exercise Behavior in Loyalty Program: The Influence of Regulatory Focus. Advances in Consumer Research - North American Conference Proceedings, 2007, Vol. 34, p , 2p; Beckers, I., P. Pauwels, J.C. de Ruyter, M.G.M. Wetzels and L. Lages, Internet Capabilities in a Knowledge-based Perspective of Export Marketing Performance, Proceedings of the 37th European Marketing Academy Conference (EMAC) 2007 Reykjavik, Iceland. Andreassen, T.W., S. Streukens and J.C. de Ruyter The Adoption of Technology-Based 11

12 Customer Complaining, 16th Frontiers in Services Conference, SanFrancisco, California Patterson, P. and J.C. de Ruyter, A Profile of Loyal Customers in a Service Context, Proceedings of the 36th European Marketing Academy Conference (EMAC) 2006 Athens, Greece. Robinson, L., T. Bucic and J.C. de Ruyter,.Conceptual Foundations for a Model of Team Efficacy, Proceedings of the 2006 ANZMAC Conference, Brisbane, Australia. Patterson, P, T.Yu and J.C. de Ruyter, Understanding Consumer Engagement in Services, Proceedings of the 2006 ANZMAC Conference, Brisbane, Australia. A. Ng, T. Bucic, and J.C. de Ruyter, (2005) A Stewardship Perspective Of The Marketing Exchange, Proceedings of the 2005 ANZMAC Conference, Perth, Australia. Daryanto, A, Ruyter, J.C de., Wetzels, M. (2005). Incentives in Retailers"" Loyalty Programs: The Influence of Regulatory Focus on Intention to Invest., Proceedings of the 35th European Marketing Academy Conference (EMAC) 2005 Milaan, Italy Streukens, A.C.P., Wetzels, M., Daryanto, A,, Ruyter, J.C. de (2005). Analyzing factorial experimental data using PLS: An alternative approach and application in an online complaining context., Proceedings 4th International Symposium on PLS and related methods Barcelona, Blazevic, V., Lievens, A., Muylle, S., de, Ruyter, J.C. (2005). Service co-creation in electronic services: Antecedents and performance consequences., 14th Frontiers in Services Conference Tempe, Arizona Deutskens, E.C., de, Ruyter, J.C., Wetzels, M. (2005). The survey participation inventory: shat motivates respondents to participate in online panels?, World Marketing congress, Academy of Marketing Science, Münster, Germany, July ( ) Mathwick, C., C. Wiertz and J.C. de Ruyter, The Marketing Implications of Social Capital Creation in Online Technical Support Communities, 2005 A.M.A. Summer Educators Conference, San Francisco Kleijnen, M, A. Lievens and J.C. de Ruyter, (2005) The Adoption of Mobile Services: A Social Network Perspective, Conference of the European Marketing Academy, Universidà Bocconi, Milan, Italy. Peloso, A., Sambath, V., E.C. Deutskens and J.C. de Ruyter (2005). Individual differences in motivation, perseverance, and the protection of high involvement goals, 34th Conference of the European Marketing Academy, Universidà Bocconi, Milan, Italy. Schepers, J. M. Wetzels, A. Lindgreen, J.C. de Ruyter (2005) Antecedents of Computer Acceptance Behavior in a Service Context: Empirical Findings, 34th Conference 12

13 of the European Marketing Academy, Universidà Bocconi, Milan, Italy. Jong, A. de, J.C. de Ruyter and M.G.M. Wetzels, (2005) Antecedents and consequences of group potency: a study of self-managing service teams, Conference of the European Marketing Academy, Universidà Bocconi, Milan, Italy. Deutskens, E.C, J.C. de Ruyter and M.G.M. Wetzels (2004), The survey participation inventory: what motivates respondents to participate in online panels?, World Marketing Congress, Academy of Marketing Science, Münster, Germany Jong, A., de, Ruyter, J.C de,.wetzels, M. (2004). Linking Team Efficacy and Group Potency to Customer-Based and Financial Performance: A Longitudinal Study Rotterdam: INFORMS, Marketing Science Conference. Deutskens, E.C., de, Ruyter, J.C., Wetzels, M. (2004). An Assessment of Measurement Invariance between Internet-Based and Traditional Paper-and-Pencil Surveys, Proceedings of the Marketing Science Conference 2004 Rotterdam, The Netherlands : Erasmus University Rotterdam. Wiertz, C., Mathwick, C., de, Ruyter, J.C. (2004). Moving the Brand Community Online: Assessing the Moderating Effect of Brand "Enthusiasm" on Value Formation, Proceedings of the 33rd EMAC Conference Murcia, Spain, Deutskens, E.C., de, Ruyter, J.C., Wetzels, M. (2004). Motivations underlying the intention to participate in Internet-based research, Proceedings of the 6th International GOR Conference Duisburg, Germany: University of Duisburg- Essen. Lei, J., de, Ruyter, J.C., (2003). Success factors of service line extensions Proceedings of Frontiers in Service Conference, Washington D.C., Frontiers in Service Conference. Deutskens, E.C., de, Ruyter, J.C., Wetzels, M. (2003). The Effect of Respondent and Technology Characteristics on the Intention to Participate in Internet-based Research, Proceedings of the 32nd Conference of the European Marketing Academy Glasgow: University of Strathclyde. Wiertz, C., J.C de Ruyter, and S. Streukens, Virtual communities for service delivery: transfering the notion of pro-social behavior from place to space, Proceedings of the European Marketing Academy Conference (2002), Braga Portugal. Kleijnen, M and J.C. de Ruyter, Consumer adoption of Wireless Entertainment Services, Proceedings of the European Marketing Academy Conference (2002), Braga Portugal. 13

14 Wiertz, C., J.C de Ruyter, and S. Streukens, The drivers of citizenship behavior in commercial virtual communities, paper presented at Frontiers in Services Conference, Juni Maastricht Deutskens, E., J.C de Ruyter, and M.G. M. Wetzels, From Paper and Pencil to Screen and Keyboard: an empirical assessment of equivalence issues in Internet-based marketing research, paper presented at Frontiers in Services Conference, Juni Maastricht Pauwels, P., J.C de Ruyter, and M.G. M. Wetzels, Continuing service export: Inertia or deliberate commitment? paper presented at Frontiers in Services Conference, Juni Maastricht Kleijnen, M. and J.C. de Ruyter, Consumer adoption of Wireless Entertainment Services, paper presented at Frontiers in Services Conference, Juni Maastricht Jong, Ad de, J.C. de Ruyter and J.G.A.M. Lemmink. Linking team service climate to customer outcomes: a contingency approach, paper presented at Frontiers in Services Conference, October 2001, Washington D.C. Ruyter, J.C. de, M.G. M. Wetzels and M. Kleijnen, Adoption of e-services, Conference American Marketing Association, Juni (2000) Buenos Aires, Argentinië Streukens, S., J.C. de Ruyter and S. van Hoesel, An empirical assessment of service quality, Frontiers in Services Marketing (2000). Jong, A. de, J.C. de Ruyter and J.G.A.M. Lemmink, Team commitment in self-managed service teams, Frontiers in Services Marketing (2000). Feinberg, R.A., J. Stanton, C. Keen, I.Kim, L. Hokama,and J.C. de Ruyter, Attraction as the determinant of mall choice, in: The European Institute of Research in Retailing and Services Conference, Juni (2000) Oporto, Portugal. Birgelen, M. van, J.C. de Ruyter and M.G.M. Wetzels, The role of University-based centers in services marketing research: an empirical assessment in R.T. Rust, Stephen Brown and V.A. Zeithaml (eds.) Frontiers in Services Marketing (1999). Lievens, A., J.C. de Ruyter and J.G.A.M. Lemmink, Interpersonal communication and learning while developing new banking services, in R.T. Rust, Stephen Brown and V.A. Zeithaml (eds.) Frontiers in Services Marketing (1999). Ruyter, J.C. de and M.G. M. Wetzels, Service Brand Extensions. The Role of Corporate Image and Extension Similarity, Proceedings of the Ninth Biennial World Marketing Congress, Malta, Feinberg, R.A., C. Keen, L. Kim, J.C. de Ruyter and M.G. M. Wetzels, Customer Call Centers as a critical elemment in customer satisfaction and service strategy: Benchmarking research in the US, Germany, and the Netherlands, Proceedings of the Ninth Biennial World Marketing Congress, Malta,

15 Ruyter, J.C. de and R.A. Feinberg, The Cross Cultural Power of Environmental Claims in Services Marketing, Proceedings of the Ninth Biennial World Marketing Congress, Malta, Wetzels, M.G.M. and J.C. de Ruyter, Taking care of people means taking care of business: The impact of perceived support on attitudes and behaviour of temporary marketing employees, Proceedings of the International Postgraduate Research Conference, Dublin Institute of Technology, Dublin, Ireland, (1998). Ruyter, J.C. de, and M.G.M. Wetzels, An Empirical Assessment of an Integrated Model of Non-Coercive Control Mechanisms in Inter-organisational Exchange Relationships in: Stretching the boundaries of organisation studies into the next millennium, Refereed Proceedings 14th EGOS Colloquium, Maastricht University, The Netherlands, July 9/11, (1998). July 9/11, Patterson, P., J.C. de Ruyter, M. Cicic and M G.M. Wetzels, Explaining service firms propensity to continue exporting: a cross-country analysis, Proceedings of the European Marketing Academy Conference (1998), Ruyter, J.C. de, and M.G.M. Wetzels, Determinants of trust in project service relationships, Proceedings of the European Marketing Academy Conference (1998), Birgelen M. van, J.C. de Ruyter and M.G.M. Wetzels, Marketing intelligence use in businessto-business organisations: the development of a conceptual framework, Proceedings of the European Marketing Academy Conference (1998), A. Lievens, J.C.de Ruyter and J.G.A.M. Lemmink, Learning during new financial service development: a communication network approach to marketing departments, Proceedings of the European Marketing Academy Conference (1998), Aben, C., Ruyter, J.C. de, and M.G.M. Wetzels, Determinants of general practice service quality: an experimental approach, Proceedings of the European Marketing Academy Conference (1997), M. Van Birgeland M.G.M. Wetzels en, Ruyter, J.C. de, Commitment in Service Relationships. An Empirical Test of its Antecedents and Consequences, Proceedings of the European Marketing Academy Conference (1997), Ruyter, J.C. de and M. Ham, The Marketing - Finance Interface: A Service Relationship Perspective, Proceedings of the American Marketing Academy Conference, Dublin (1997), Ruyter, J.C. de, M.G.M. Wetzels and J.M.M. Bloemer, A multi-dimensional perspective on perceived service quality and behavioral intentions, Proceedings Frontiers in Services Marketing, Nashville October (1996). Bloemer, J.M.M. M.G.M.Wetzels, and J.C. de Ruyter, It takes two to tango. Customer loyalty in a service setting, in: Christine Roland-Lévy, Social and Economic Representation, 15

16 the XXIst Proceedings of the International Association for Research in Economic Psychology (1996), Universite Rene Descartes, Paris, France, Wetzels, M.G.M., J.C. de Ruyter, J.G.A.M. Lemmink and P. Kunst, Antecedents and Consequences of Service Provider Role Stress: A Customer Perspective, Proceedings of the Workshop on Quality Management in Services VI, (1996), Madrid, Spain. Ruyter, J.C. de, and M.G.M. Wetzels, Are some services more equal than others?:, An investigation into the hierarchy of services concept, Proceedings of the Workshop on Quality Management in Services VI, (1996), Madrid, Spain. Wetzels, M.G.M., J.C. de Ruyter and M. van Birgelen, Ain't it much, if it ain't dutch?: An application of the consumer ethnocentrism concept to international services in the netherlands, (1996), Proceedings of the 25th Conference of the European Marketing Academy, Budapest University of Economic Sciences, Budapest, Hungary, Ruyter, J.C. de, M.G.M. Wetzels and J.M.M. Bloemer, On the relationship between perceived service quality and behavioral intentions: a cross-sectional perspective, (1996), submitted to the Proceedings of the 25th Conference of the European Marketing Academy, Budapest University of Economic Sciences, Budapest, Hungary, Elissen, N., J.C. de Ruyter and E. Simpson, Retail internationalization in Europe: a phenomenological investigation, The European Institute of Research in Retailing and Services Conference, Juni (1996) Insbruck, Austria Wetzels, M.G.M. and J.C. de Ruyter, Perceived serivce quality and behavioral intentions in a multidimensional perspective, paper presented at METEOR Colloqium, December (1996). Wetzels, M.G.M., J.C. de Ruyter, J.G.A.M. Lemmink, Role Stress in Service Management: its antecedents and consequences, paper presented at the METEOR Conference, Maastricht University, Faculty of Economics and Business Administration, October Crask, M., J.C. de Ruyter and T.K. Hsu, Multilingual research methodology, a three-country demonstration study, Proceedings of the Fifth Symposium on Cross Cultural Consumer and Business Studies (1995), Hong Kong, Kunst, P., J.G.A.M. Lemmink, M.G.M. Wetzels and J.C. de Ruyter, Perceived Service Quality and Empowerment, Proceedings Frontiers in Services Marketing, Nashville October (1995). Kemp, R. and J.C. de Ruyter, Negotiating sino-dutch joint ventures: a cross-cultural perspective, (1995), Proceedings of the Conference on Joint Ventures in East Asia, Ho Chi-Min, Vietnam, Crask, M. and J.C. de Ruyter, The new corporate culture paradigm: long term QOL ends in a world community context, Proceedings of the International Society for Quality of Life Studies Conference (1995), Williamsburg, VA. 16

17 Wetzels, M.G.M., P. Kunst, J.G.A.M. Lemmink and J.C. de Ruyter, Service Quality, Control and employee performance, the dark side of the moon, Proceedings of the Workshop on Quality Management in Services V, (1995), Mattsson, J., M.G.M. Wetzels, J.C. de Ruyter and J.G.A.M. Lemmink, The dynamics of the service delivery process: a value-based approach, Proceedings of the 2nd International Conference on Recent Advances in Retailing and Services Science, Goldcoast, Australië (1995). Ruyter, J.C. de, J.D.P. Kasper and M.G.M. Wetzels, Managing interfaces: exploring service quality within the organisation, Proceedings of the European Academies of Management Conference on Managing Interfaces, (1995), Brussels, Bloemer, J.M.A. and J.C. de Ruyter On knowledge, manifest expectations and perceived service quality, Proceedings of the 24rd Conference of the European Marketing Academy, (1995), pp Laar, M., J.C. de Ruyter and S. Schagen, Getting there: The consequences of the program for economic reform on consumer food marketing channels in Poland, Proceedings of the 24rd Conference of the European Marketing Academy, (1995), Ruyter, J.C. de and M.G.M. Wetzels, Relationship marketing and electronic data interchange: Reading between the bytes, Proceedings of the Seventh Bi-Annual World Marketing Congress, Melbourne, Australia (1995), 5/ Ruyter, J.C. de and M.G.M. Wetzels, The perceived dynamics of relationship quality: the case of Dutch clothing stores, Proceedings of the Seventh Bi-Annual World Marketing Congress, Melbourne, Australia (1995), 7/ Ruyter, J.C. de, M. Suchanek and M.G.M. Wetzels, "Tulips from Amsterdam...", Types and Causes of Conflicts in the Dutch Export Market of Floricultural Products, Proceedings of the Seventh Bi-Annual World Marketing Congress, Melbourne, Australia (1995), 9/ Ruyter, J.C. de, Crask, M. and T.K. Hsu, A pancultural approach to multinational marketing research: Proceedings of the Second Conference on the Cultural Dimension of International Marketing (1995), Denmark. Ruyter, J.C. de and A. von Raesfeld-Meijer, Transactional analysis of relationship marketing: paradox or paradigm?, Proceedings of the Research Conference on Relationship Marketing, Atlanta (1994), Feinberg, R.A. and J.C. de Ruyter, Does Advertising Really Work? "Yes and No", Proceedings of the 23rd Conference of the European Marketing Academy, (1994),

18 Perkins, D., J.C. de Ruyter and M. Wetzels, Consumer-defined service quality in moderatelypriced restaurants a cross-cultural study, Proceedings of the Workshop on Quality Management in Services IV, part II (1994) Marne La Valee, Frankrijk. Raesfeld-Meijer, A. von and J.C. de Ruyter, A semiotic approach for analyzing technological innovations, Proceedings of the 10th annual IMP Conference, Groningen (1994), Wetzels, M.G.M., J.C. de Ruyter, J.M. Lemmink and K. Koelemeijer, Complementary methods of measuring service quality in international marketing channels, Proceedings of the 1994 Annual Conference of the Marketing Education Group, (1994) Feinberg, R.A., Ruyter, J.C. de, C. Trappey and P. Young, Cross cultural similarities and differences in definitions of customer service in retail settings, Proceedings of the Sixth Bi-Annual World Marketing Congress, (1993). Ruyter, J.C. de and N.B. Scholl, Incident-based Measurement of Communication Quality: a preliminary test of a research method, Proceedings of the Functional Communication Quality Conference, (1993), Ruyter, J.C. de, Complaint management as a defensive marketing tool: the role of consumer safety data, Proceedings of the Conference of the Consumer Safety Association, Lissabon, september Ruyter, J.C. de, Determinantand van consumenten klachtengedrag, Proceedings Ecozoek-dag (1990), Den Haag: Ecozoek, 55. BOOKS Feinberg, R.A., J.C. de Ruyter and L. Bennington, Cases in Call center management, Great Ideas (th)at work, (2004), Purdue University Press. Ruyter, J.C. de and N.B. Scholl, Methods of Qualitative Research (2003), Utrecht: LEMMA. Anton, J., R.A. Feinberg, J. Monger, J.C. de Ruyter and R. Widdows, Customer Relationship Management, Making hard decisions with soft numbers, (1996) Englewood Cliffs: Prentice Hall. Ruyter, J.C. de and N.B. Scholl, Kwalitatief Marktonderzoek: theorie en praktijkcases (1995), Utrecht: LEMMA. Ruyter, J.C. de, Het (v)oordeel van de ontevreden klant (1994), Utrecht: LEMMA 18

19 Ruyter, J.C. de, Dissatisfaction Management, a study into the use of consumer dissatisfaction as a source of management information by organizations, (1993), Utrecht: LEMMA. PARTS OF BOOKS Belei, N., G. Noteborn en J.C. de Ruyter, Cross-world branding- One World is not enough, Higher Education in Virtual Worlds, Teaching and Learning in Second Life, (2009), C. Wankel and J. Kingsley eds M. Kleijnen, A. Lievens, J.C. de Ruyter en M.G.M. Wetzels, Consumentengebruik van innovatieve mobiele diensten: het verwerven van kennis via mobiele sociale netwerken, Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (2008), [D] E.C. Bruggen, J.C. de Ruyter, M.G.M. Wetzels and N. Schillewaert, Waarom doen respondenten mee aan onderzoek in online panels? Een onderzoek naar de relatie tussen motieven en respons., Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (2007), [D] M.G.M. Wetzels, A. Lindgreen, J.C. de Ruyter and J. Wouters (2005), The effect of corporate image and service on customer evaluative judgments in service organizations: analyzing and experimental study using partial least squares, in F. Bliemel, A. Eggert, G. Fassott and J. Henseler (eds.) Handbuch PLS Pfadmodellierung, Stuttgart: Schäffer-Poeschel, M. Kleijnen, J.C. de Ruyter and T.W. Andreassen, De rol van imago-congruentie in de adoptie van mobiel bankieren, Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (2005), [D] Perea y Monsuwe, T., B.G.C. Dellaert, A. Perea y Monsuwe and J. C. De Ruyter, Strategisch consumenten gedrag in markten met meerdere alter-sales service kanalen, Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (2004), [D] E.C. Deutschkens, P.M. Willems, S.S.M. van den Berg, P. Oosterveld, J.C. de Ruyter and M.G.M. Wetzels, Conversie van gestandardiseerd vragenlijstonderzoek naar internet: kritische succesfactoren, Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (2003), [D] Jong, A. de and J.C. de Ruyter, Multi-niveau analyse in Marktonderzoek: de case van zelfsturende teams. Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (2002), [D] Kleijnen, M., J.C. de Ruyter and M.G.M. Wetzels, Factors influencing the adoption of mobile services, In B.E. Menneke and T.J. Strader (eds.) Mobile commerce technology, theory and applications (2002),

20 Wetzels, M.G.M., and J.C. der Ruyter, Service industry systems and service quality, Handbook of Industrial Engineering, (2001), , New York: Wiley [B] Ruyter, J.C. de, Interactief tot Uw dienst. Over de adoptie en implementatie van nieuwe interactieve diensten, Management Jaarboek 2001 (2001), Birgelen, M. van, J.C. de Ruyter and M.G.M. Wetzels, Niet alleen de mening van de klant telt! Een onderzoek naar het effect van de mening van gebruikers van marktonderzoekinformatie, Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (2001), [D] Ruyter, J.C. de, Tevredenheid. een uitgebalanceerd begrip in marketing en marktonderzoek?, Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (2000), [D] Ruyter, J.C. de, Klantenservice als strategische succesfactor, Handboek De Directeur Elsevier bedrijfsinformatie 21 (1999), Burgers, A. and J.C. de Ruyter, Op weg naar het customer interaction center, Jaarboek Customerbase (1999) Ruyter, J.C. de, Een ontevreden klant is Uw beste klant. Over het management van dissatisfactie, Handboek Eigen Zaak Elsevier bedrijfsinformatie (1999). Wetzels, M.G.M., and J.C. de Ruyter, Beyond the call of duty: The impact of perceived support on attitudes and behaviour of temporary call center agents, in P. Kunst en J.G.A.M. Lemmink and B. Stauss (eds.), Service Quality and Management, (1999) [C] Birgelen M. van, J.C. de Ruyter and M.G.M. Wetzels, Wat bepaalt de effectiviteit van marktonderzoek informatie: Een gebruikersonderzoek, Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (1999), 9-24.[D] Ruyter, J.C. de and N.B. Scholl, Kwalitatief Marktonderzoek, Cursusboek Marketing Management, (1998), Heerlen: Open Universiteit, Ruyter, J.C. de, Het managen van de ontevreden klant, Cursusboek Marketing Management, (1998), Heerlen: Open Universiteit, Ruyter, J.C. de, M.G.M. Wetzels and M. Van Birgelen, Hoe reageren klanten op de kwaliteit van dienstverlening? Twee perspectieven, Jaarboek van de Nederlandse Vereniging van Marktonderzoekers (1996), [D]. Ruyter, J.C. de, Casus Klachtenmanagement bij een fabrikant van fast moving consumer goods, in J.D.P. Kasper, J.G.A.M. Lemmink, J.C.M. Nijsen, G.J. Rijken and J.G.J. Rinkes Produktaansprakelijkheid, klachten en kwaliteit, (1995), , Utrecht: LEMMA. Bloemer, J.M.A., J.C. de Ruyter and K. Venetis, Kwaliteit en tevredenheid in 20

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