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Fields of gold : perceived efficacy in virtual teams of field service employees
Schepers, Jeroen; Jong, Ad de; Ruyter, Ko de; Wetzels, … - In: Journal of service research : JSR 14 (2011) 3, pp. 372-389
Persistent link: https://www.econbiz.de/10009383332
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Return on interactivity : the impact of online agents on newcomer adjustment
Köhler, Clemens F.; Rohm, Andrew J.; Ruyter, Ko de; … - In: Journal of marketing 75 (2011) 2, pp. 93-108
Persistent link: https://www.econbiz.de/10008935841
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Communication channel consideration for in-home services : the moderating role of customer participation
Birgelen, Marcel van; Dellaert, Benedict G. C.; Ruyter, … - In: Journal of service management 23 (2012) 2, pp. 216-252
Persistent link: https://www.econbiz.de/10009554261
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Principles and principals : do customer stewardship and agency control compete or complement when shaping frontline employee behavior?
Scheper, Jeroen; Falk, Tomas; Ruyter, Ko de; Jong, Ad de; … - In: Journal of marketing 76 (2012) 6, pp. 1-20
Persistent link: https://www.econbiz.de/10009670272
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The effect of humor in electronic service encounters
Dolen, Willemijn M. van; Ruyter, Ko de; Streukens, Sandra - In: Journal of economic psychology : research in economic … 29 (2008) 2, pp. 160-179
Persistent link: https://www.econbiz.de/10003720651
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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
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Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C. … - In: Journal of service research : JSR 19 (2016) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10011433201