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Customer adoption of e-service: An experirnental study
Ruyter, Ko de; Wetzels, Martin; Kleijnen, Mirella - In: International journal of service industry management : IJSIM 12 (2001) 2, pp. 184
Persistent link: https://www.econbiz.de/10007113901
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Customer equity considerations in service recovery: A cross-industry perspective
Ruyter, Ko de; Wetzels, Martin - In: International journal of service industry management : IJSIM 11 (2000) 1, pp. 91
Persistent link: https://www.econbiz.de/10007119215
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Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality: A psychometric assessment
Jong, Ad de; Wetzels, Martin; Ruyter, Ko de - In: International journal of service industry management : IJSIM 19 (2008) 3, pp. 353-378
Persistent link: https://www.econbiz.de/10008071429
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Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality: A psychometric assessment
Jong, Ad de; Wetzels, Martin; Ruyter, Ko de - In: International journal of service industry management : IJSIM 19 (2008) 3-4, pp. 353-378
Persistent link: https://www.econbiz.de/10008100331
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On the relationship between perceived service quality, service loyalty and switching costs
Ruyter, Ko de; Wetzels, Martin; Bloemer, Josée - In: International journal of service industry management : IJSIM 9 (1998) 5, pp. 436-453
Persistent link: https://www.econbiz.de/10007124733
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What drives consumers to shop online? A literature review
Monsuwé, Toñita Perea y.; Dellaert, Benedict G.C.; … - In: International journal of service industry management : IJSIM 15 (2004) 1, pp. 102
Persistent link: https://www.econbiz.de/10007102082
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Moderated group chat: an empirical assessment of a new e-service encounter
van Dolen, Willemijn M.; Ruyter, Ko de - In: International journal of service industry management : IJSIM 13 (2002) 5, pp. 496
Persistent link: https://www.econbiz.de/10007107747
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Perceived uncertainty in self-managed service teams: An empirical assessment
Jong, Ad Je; Ruyter, Ko de; Streukens, Sandra; … - In: International journal of service industry management : IJSIM 12 (2001) 2, pp. 158-183
Persistent link: https://www.econbiz.de/10007113902
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Customer expectation dimensions of voice-to-voice service encounters: A scale-development study
Burgers, Arjan; Ruyter, Ko de; Keen, Cherie; Streukens, … - In: International journal of service industry management : IJSIM 11 (2000) 2, pp. 142-161
Persistent link: https://www.econbiz.de/10007118064
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Operational determinants of caller satisfaction in the call center
Feinberg, Richard A.; Kim, Ik-Suk; Hokama, Leigh; … - In: International journal of service industry management : IJSIM 11 (2000) 2, pp. 131-141
Persistent link: https://www.econbiz.de/10007118065