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Customer self-efficacy in technology-based self-service : assessing between- and within-person differences

Beuningen, Jacqueline van; Ruyter, Ko de; Wetzels, Martin; … - In: Journal of service research : JSR 11 (2008/09) 4, pp. 407-428

Persistent link: https://www.econbiz.de/10003853607

An assessment of value creation in mobile service delivery and the moderating role of time consciousness

Kleijnen, Mirella; Ruyter, Ko de; Wetzels, Martin - In: Journal of retailing 83 (2007) 1, pp. 33-46

Persistent link: https://www.econbiz.de/10003438201

Cooperating for service excellence in multi-channel service systems : an empirical assessment

Wiertz, Caroline; Ruyter, Ko de; Streukens, Sandra - 2003

Persistent link: https://www.econbiz.de/10001780968

AI-chatbots on the services frontline addressing the challenges and opportunities of agency

Chong, Terrence; Yu, Ting; Keeling, Debbie Isobel; … - In: Journal of retailing and consumer services 63 (2021), pp. 1-10

Persistent link: https://www.econbiz.de/10012666027

The playground effect : how augmented reality drives creative customer engagement

Jessen, Alexander; Hilken, Tim; Chylinski, Mathew; … - In: Journal of business research : JBR 116 (2020), pp. 85-98

Persistent link: https://www.econbiz.de/10012257546

How value co-creation and co-destruction unfolds : a longitudinal perspective on dialogic engagement in health services interactions

Keeling, Debbie Isobel; Keeling, Kathleen; Ruyter, Ko de; … - In: Journal of the Academy of Marketing Science 49 (2021) 2, pp. 236-257

Persistent link: https://www.econbiz.de/10012434104

Special issue on critical issues in industrial and business-to-business services

O'Cass, Aron; Wetzels, Martin - In: Industrial marketing management : the international … 78 (2019), pp. 1-5

Persistent link: https://www.econbiz.de/10012026074

Moving service research forward

Huang, Ming-Hui; Malthouse, Edward; Noble, Stephanie; … - In: Journal of service research 24 (2021) 4, pp. 459-461

Persistent link: https://www.econbiz.de/10012662578

Perceived omnichannel customer experience (OCX) : concept, measurement, and impact

Rahman, Syed Mahmudur; Carlson, Jamie; Gudergan, Siegfried - In: Journal of retailing 98 (2022) 4, pp. 611-632

Persistent link: https://www.econbiz.de/10013535715

Service Climate in Self-Managing Teams : Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting

Jong, Ad de; Deruyter, Ko; Lemmink, Jos - 2006

Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self-managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT...

Persistent link: https://www.econbiz.de/10014060608