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The power of perceived service quality in international marketing channels
Ruyter, Ko de; Wetzels, Martin; Lemmink, Jos - In: European journal of marketing : EJM 30 (1996) 12, pp. 22-38
Persistent link: https://www.econbiz.de/10006102517
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B ORGANIZATIONAL BEHAVIOR - Antecedents and consequences of group potency: A study of self-managing service teams Bz:130
Jong, Ad de; Wetzels, Martin; Ruyter, Ko de - In: Operations research, Management science : OR MS ; the … 47 (2007) 1, pp. 41-42
Persistent link: https://www.econbiz.de/10007601996
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Measuring service quality trade-offs in Asian distribution channels: A multi-layer perspective
Wetzels, Martin; Ruyter, Ko de; Lemmink, Jos - In: Total quality management 11 (2000) 3, pp. 307-318
Persistent link: https://www.econbiz.de/10007181674
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How do customers react to critical service encounters?: A cross sectional perspective
Ruyter, Ko de; Wetzels, Martin; Birgelen, Marcel van - In: Total quality management 10 (1999) 8, pp. 1131-1146
Persistent link: https://www.econbiz.de/10007184152
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Two sides of the same story: Measuring different quality perceptions of the dyadic service encounter with the SERVCON instrument
Ruyter, Ko de; Wetzels, Martin - In: Total quality management 7 (1996) 6, pp. 595-604
Persistent link: https://www.econbiz.de/10007204947
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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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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. 372-390
Persistent link: https://www.econbiz.de/10009328890