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Multi-channel retailing and customer satisfaction : implications for E-CRM
Warrington, Patricia T.; Gangstad, Elizabeth; Feinberg, … - In: Emergent strategies for e-business processes, services, …, (pp. 47-58). 2009
Persistent link: https://www.econbiz.de/10003950305
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Satisfaction with online commercial group chat : the influence of perceived technology attributes, chat group characteristics, and advisor communication style
Dolen, Willemijn M. van; Dabholkar, Pratibha A.; … - In: Journal of retailing 83 (2007) 3, pp. 339-358
Persistent link: https://www.econbiz.de/10003517362
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In stories we trust : how narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts
Laer, Tom van; Ruyter, Ko de - In: International journal of research in marketing : IJRM ; … 27 (2010) 2, pp. 164-174
Persistent link: https://www.econbiz.de/10003987364
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Customer-to-customer interactions: broadening the scope of word of mouth research
Libai, Barak; Bolton, Ruth; Bügel, Marnix S.; Ruyter, Ko de - In: Journal of service research : JSR 13 (2010) 3, pp. 267-282
Persistent link: https://www.econbiz.de/10008652134
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Consumer cynicism toward collective buying : the interplay of others' outcomes, social value orientation, and mood
Dolen, Willemijn M. van; De Cremer, David; Ruyter, Ko de - In: Psychology & marketing 29 (2012) 5, pp. 306-321
Persistent link: https://www.econbiz.de/10009547323
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Gamification design for mobile marketing effectiveness
Hofacker, Charles; Ruyter, Ko de; Lurie, Nicholas H.; … - 2015 - April 2015 [revision]
Persistent link: https://www.econbiz.de/10011284732
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Converting service encounters into cross-selling opportunities : does faith in supervisor ability help or hinder service-sales ambidexterity?
Yu, Ting; Patterson, Paul G.; Ruyter, Ko de - In: European journal of marketing : EJM 49 (2015) 3/4, pp. 491-511
Persistent link: https://www.econbiz.de/10011309587
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Achieving service-sales ambidexterity
Yu, Ting; Patterson, Paul G.; Ruyter, Ko de - In: Journal of service research : JSR 16 (2013) 1, pp. 52-66
Persistent link: https://www.econbiz.de/10009751108
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Generating sales while providing service : a study of customer service representatives' ambidextrous behavior
Jasmand, Claudia; Blazevic, Vera; Ruyter, Ko de - In: Journal of marketing 76 (2012) 1, pp. 20-37
Persistent link: https://www.econbiz.de/10009729595
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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