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Ko C. de Ruyter

Citations

Many of the citations below have been collected in an experimental project, CitEc, where a more detailed citation analysis can be found. These are citations from works listed in RePEc that could be analyzed mechanically. So far, only a minority of all works could be analyzed. See under "Corrections" how you can help improve the citation analysis.

Articles

  1. van Dolen, Willemijn M. & de Ruyter, Ko & Streukens, Sandra, 2008. "The effect of humor in electronic service encounters," Journal of Economic Psychology, Elsevier, vol. 29(2), pages 160-179, April.

    Cited by:

    1. Verhagen, T. & Dolen, W. van, 2009. "The influence of online store characteristics on consumer impulsive decision-making: a model and empirical application," Serie Research Memoranda 0046, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    2. Danatzis, Ilias & Möller, Jana & Mathies, Christine, 2020. "We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(2-3), pages 84-99.
    3. Alatalo, Sari & Oikarinen, Eeva-Liisa & Reiman, Arto & Tan, Teck Ming & Heikka, Eija-Liisa & Hurmelinna-Laukkanen, Pia & Muhos, Matti & Vuorela, Taina, 2018. "Linking concepts of playfulness and well-being at work in retail sector," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 226-233.
    4. Tung Moi Chiew & Christine Mathies & Paul Patterson, 2019. "The effect of humour usage on customer’s service experiences," Australian Journal of Management, Australian School of Business, vol. 44(1), pages 109-127, February.
    5. Scott Schanke & Gordon Burtch & Gautam Ray, 2021. "Estimating the Impact of “Humanizing” Customer Service Chatbots," Information Systems Research, INFORMS, vol. 32(3), pages 736-751, September.

  2. Ad de Jong & Ko de Ruyter & Jos Lemmink, 2005. "Service Climate in Self‐Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business‐to‐Business Setting," Journal of Management Studies, Wiley Blackwell, vol. 42(8), pages 1593-1620, December.

    Cited by:

    1. Omar S. Itani & Fernando Jaramillo & Larry Chonko, 2019. "Achieving Top Performance While Building Collegiality in Sales: It All Starts with Ethics," Journal of Business Ethics, Springer, vol. 156(2), pages 417-438, May.
    2. P. Matthijs Bal & Dorien T. A. M. Kooij & Simon B. De Jong, 2013. "How Do Developmental and Accommodative HRM Enhance Employee Engagement and Commitment? The Role of Psychological Contract and SOC Strategies," Journal of Management Studies, Wiley Blackwell, vol. 50(4), pages 545-572, June.
    3. Lee, Peter K.C. & Cheng, T.C. Edwin & Yeung, Andy C.L. & Lai, Kee-hung, 2011. "An empirical study of transformational leadership, team performance and service quality in retail banks," Omega, Elsevier, vol. 39(6), pages 690-701, December.
    4. Soni Harsono & Harry Widyantoro & Tjahjani Prawitowati & Basuki Rachmat, 2021. "Service-Oriented Organizational Citizenship Behavior, Service Quality and Customer Citizenship Behavior: Comparison of Implementation and Evaluation from the Perspective of Bank Customers," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 33(1), pages 75-92.
    5. Ambrož Milan & Praprotnik Martina, 2008. "Organisational Effectiveness and Customer Satisfaction," Organizacija, Sciendo, vol. 41(5), pages 161-173, September.
    6. Thorsten Semrau & Michael Beier, 2015. "How specialised and integrated relationship management responsibilities foster new ventures' network development," International Journal of Entrepreneurial Venturing, Inderscience Enterprises Ltd, vol. 7(1), pages 47-64.
    7. Ulrich Lichtenthaler & Holger Ernst & Martin Hoegl, 2010. "Not-Sold-Here: How Attitudes Influence External Knowledge Exploitation," Organization Science, INFORMS, vol. 21(5), pages 1054-1071, October.
    8. Christine Mathies & Liem Viet Ngo, 2014. "New insights into the climate–attitudes–outcome framework: Empirical evidence from the Australian service sector," Australian Journal of Management, Australian School of Business, vol. 39(3), pages 473-491, August.
    9. Alleyne, Philmore & Hudaib, Mohammad & Pike, Richard, 2013. "Towards a conceptual model of whistle-blowing intentions among external auditors," The British Accounting Review, Elsevier, vol. 45(1), pages 10-23.
    10. Lee, Peter K.C. & To, W.M. & Yu, Billy T.W., 2013. "Team attributes and performance of operational service teams: An empirical taxonomy development," International Journal of Production Economics, Elsevier, vol. 142(1), pages 51-60.

  3. Wiertz, Caroline & de Ruyter, Ko & Keen, Cherie & Streukens, Sandra, 2004. "Cooperating for service excellence in multichannel service systems: An empirical assessment," Journal of Business Research, Elsevier, vol. 57(4), pages 424-436, April.

    Cited by:

    1. Pantano, Eleonora & Viassone, Milena, 2015. "Engaging consumers on new integrated multichannel retail settings: Challenges for retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 106-114.
    2. Bikram Jit Singh Mann & Sunpreet Kaur Sahni, 2011. "Inter-Relationship of Web Site Interactivity and Customer Outcomes," Global Business Review, International Management Institute, vol. 12(1), pages 99-115, February.
    3. Leonidou, Leonidas C. & Palihawadana, Dayananda & Chari, Simos & Leonidou, Constantinos N., 2011. "Drivers and outcomes of importer adaptation in international buyer-seller relationships," Journal of World Business, Elsevier, vol. 46(4), pages 527-543, October.
    4. Verhagen, T., 2008. "Investigating the impact of C2C electronic marketplace quality on trust," Serie Research Memoranda 0008, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    5. Barwitz, Niklas, 2020. "The relevance of interaction choice: Customer preferences and willingness to pay," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).

  4. Elisabeth Deutskens & Ko de Ruyter & Martin Wetzels & Paul Oosterveld, 2004. "Response Rate and Response Quality of Internet-Based Surveys: An Experimental Study," Marketing Letters, Springer, vol. 15(1), pages 21-36, February.

    Cited by:

    1. Piela, Jonas, 2011. "The social network's influences on individual performance," Wittener Diskussionspapiere zu alten und neuen Fragen der Wirtschaftswissenschaft 12/2011, Witten/Herdecke University, Faculty of Management and Economics.
    2. Ye Yang & Angela Paladino, 2015. "The case of wine: understanding Chinese gift-giving behavior," Marketing Letters, Springer, vol. 26(3), pages 335-361, September.
    3. Heider, Raphael & Moeller, Sabine, 2012. "Outlet patronage in on-the-go consumption: An analysis of patronage preference drivers for convenience outlets versus traditional retail outlets," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 313-324.
    4. De Valck, Jeremy & Broekx, Steven & Liekens, Inge & Aertsens, Joris & Vranken, Liesbet, 2014. "Testing the influence of substitutes in nature valuation by using spatial discounting factors," Working Papers 182808, Katholieke Universiteit Leuven, Centre for Agricultural and Food Economics.
    5. Bader, Benjamin & Berg, Nicola, 2013. "An Empirical Investigation of Terrorism-induced Stress on Expatriate Attitudes and Performance," Journal of International Management, Elsevier, vol. 19(2), pages 163-175.
    6. Toepoel, V. & Das, J.W.M. & van Soest, A.H.O., 2006. "Design of Web Questionnaires : The Effect of Layout in Rating Scales," Discussion Paper 2006-30, Tilburg University, Center for Economic Research.
    7. Haan Marieke & Ongena Yfke P. & Aarts Kees, 2014. "Reaching Hard-to-Survey Populations: Mode Choice and Mode Preference," Journal of Official Statistics, Sciendo, vol. 30(2), pages 1-25, June.
    8. Seger, R. & Franses, Ph.H.B.F., 2007. "Panel design effects on response rates and response quality," Econometric Institute Research Papers EI 2007-29, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
    9. Giancarlo Condello & Laura Capranica & Mojca Doupona & Kinga Varga & Verena Burk, 2019. "Dual-career through the elite university student-athletes’ lenses: The international FISU-EAS survey," PLOS ONE, Public Library of Science, vol. 14(10), pages 1-18, October.
    10. Francisco Muñoz-Leiva & Juan Sánchez-Fernández & Francisco Montoro-Ríos & José Ibáñez-Zapata, 2010. "Improving the response rate and quality in Web-based surveys through the personalization and frequency of reminder mailings," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(5), pages 1037-1052, August.
    11. Xudong Liu & Ven-hwei Lo & Ran Wei, 2020. "Violent Videogames, Telepresence, Presumed Influence, and Support for Taking Restrictive and Protective Actions," SAGE Open, , vol. 10(2), pages 21582440209, May.
    12. Bentley, Tim A. & Cater, Carl & Page, Stephen J., 2010. "Adventure and ecotourism safety in Queensland: Operator experiences and practice," Tourism Management, Elsevier, vol. 31(5), pages 563-571.
    13. Bürgel, Tobias R. & Hiebl, Martin R.W. & Pielsticker, David I., 2023. "Digitalization and entrepreneurial firms' resilience to pandemic crises: Evidence from COVID-19 and the German Mittelstand," Technological Forecasting and Social Change, Elsevier, vol. 186(PA).
    14. Jian Han & Miaodan Fang & Shenglu Ye & Chuansheng Chen & Qun Wan & Xiuying Qian, 2019. "Using Decision Tree to Predict Response Rates of Consumer Satisfaction, Attitude, and Loyalty Surveys," Sustainability, MDPI, vol. 11(8), pages 1-13, April.
    15. B. Weijters & M. Geuens & N. Schillewaert, 2008. "The Stability of Individual Response Styles," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 08/547, Ghent University, Faculty of Economics and Business Administration.
    16. María del Mar Serrano-Arcos & Raquel Sánchez-Fernández & Juan Carlos Pérez-Mesa, 2021. "Analysis of Product-Country Image from Consumer’s Perspective: The Impact of Subjective Knowledge, Perceived Risk and Media Influence," Sustainability, MDPI, vol. 13(4), pages 1-25, February.
    17. Björn Hofman & Gerdien de Vries & Geerten van de Kaa, 2022. "Keeping Things as They Are: How Status Quo Biases and Traditions along with a Lack of Information Transparency in the Building Industry Slow Down the Adoption of Innovative Sustainable Technologies," Sustainability, MDPI, vol. 14(13), pages 1-20, July.
    18. Alice Barth & Andreas Schmitz, 2018. "Response quality and ideological dispositions: an integrative approach using geometric and classifying techniques," Quality & Quantity: International Journal of Methodology, Springer, vol. 52(1), pages 175-194, January.
    19. Haiyang Lu & Peishan Tong & Rong Zhu, 2020. "Does Internet Use Affect Netizens’ Trust in Government? Empirical Evidence from China," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 149(1), pages 167-185, May.
    20. Srinivasan, V. Seenu & Netzer, Oded, 2007. "Adaptive Self-Explication of Multi-attribute Preferences," Research Papers 1979, Stanford University, Graduate School of Business.
    21. Toepoel, V. & Das, J.W.M. & van Soest, A.H.O., 2005. "Design of Web Questionnaires : A Test for Number of Items per Screen," Discussion Paper 2005-114, Tilburg University, Center for Economic Research.
    22. Premazzi, Katia & Castaldo, Sandro & Grosso, Monica & Hofacker, Charles, 2010. "Supporting retailers to exploit online settings for internationalization: The different role of trust and compensation," Journal of Retailing and Consumer Services, Elsevier, vol. 17(3), pages 229-240.
    23. Lau Lilleholt & Ingo Zettler & Cornelia Betsch & Robert Böhm, 2023. "Development and validation of the pandemic fatigue scale," Nature Communications, Nature, vol. 14(1), pages 1-19, December.
    24. Bader, Benjamin & Berg, Nicola & Holtbrügge, Dirk, 2015. "Expatriate performance in terrorism-endangered countries: The role of family and organizational support," International Business Review, Elsevier, vol. 24(5), pages 849-860.
    25. Harrigan, Paul & Soutar, Geoff & Choudhury, Musfiq Mannan & Lowe, Michelle, 2015. "Modelling CRM in a social media age," Australasian marketing journal, Elsevier, vol. 23(1), pages 27-37.
    26. Hoffmann, Arvid O.I. & Plotkina, Daria, 2020. "Why and when does financial information affect retirement planning intentions and which consumers are more likely to act on them?," Journal of Business Research, Elsevier, vol. 117(C), pages 411-431.
    27. Lien Thi Kim Nguyen & Tom M. Y. Lin & Hoang Phuong Lam, 2021. "The Role of Co-Creating Value and Its Outcomes in Higher Education Marketing," Sustainability, MDPI, vol. 13(12), pages 1-14, June.
    28. Sauermann, Henry & Roach, Michael, 2013. "Increasing web survey response rates in innovation research: An experimental study of static and dynamic contact design features," Research Policy, Elsevier, vol. 42(1), pages 273-286.
    29. Peters, Twan & Işık, Öykü & Tona, Olgerta & Popovič, Aleš, 2016. "How system quality influences mobile BI use: The mediating role of engagement," International Journal of Information Management, Elsevier, vol. 36(5), pages 773-783.
    30. Tatsushi Fukaya & Masayuki Suzuki & Ikumi Ozawa & Takumi Nakagoshi, 2022. "An Examination of Related Factors of Mathematical Pedagogical Content Knowledge in Elementary School Teachers: Focusing on Conceptions of Teaching and Learning and Test Utilization Strategy," SAGE Open, , vol. 12(4), pages 21582440221, October.
    31. Nordhagen, Stella & Igbeka, Uduak & Rowlands, Hannah & Shine, Ritta Sabbas & Heneghan, Emily & Tench, Jonathan, 2021. "COVID-19 and small enterprises in the food supply chain: Early impacts and implications for longer-term food system resilience in low- and middle-income countries," World Development, Elsevier, vol. 141(C).
    32. Mariachiara Barzotto & Lisa De Propris, 2021. "The value of firm linkages in the age of industry 4.0: a qualitative comparative analysis," The Annals of Regional Science, Springer;Western Regional Science Association, vol. 67(2), pages 245-272, October.
    33. Toepoel, V. & Dillman, D.A., 2008. "Words, Numbers and Visual Heuristics in Web Surveys : Is there a Hierarchy of Importance?," Discussion Paper 2008-92, Tilburg University, Center for Economic Research.
    34. María Dolores Sánchez Fernández, 2012. "Blended Teamwork: The Facebook Experience," Business Education and Accreditation, The Institute for Business and Finance Research, vol. 4(1), pages 33-48.
    35. Bastien Bernela & Rachel Levy, 2014. "Modalities of coordination inside innovative collaborative projects: between face-to-face interactions and interactions at a distance [Modalités de coordination de projets collaboratifs pour l'inno," Working Papers halshs-01085016, HAL.
    36. Hui-Chih Wang & Her-Sen Doong, 2008. "Nine issues for Internet-based survey research in service industries," The Service Industries Journal, Taylor & Francis Journals, vol. 30(14), pages 2387-2399, October.
    37. Alice Audrezet & Béatrice Parguel, 2017. "Designing measurement tools to improve fluency and certainty: The case of online customer satisfaction evaluation," Post-Print hal-01821838, HAL.
    38. Mojtaba Shahin & Olivia Ilic & Christabel Gonsalvez & Jon Whittle, 2021. "The impact of a STEM-based entrepreneurship program on the entrepreneurial intention of secondary school female students," International Entrepreneurship and Management Journal, Springer, vol. 17(4), pages 1867-1898, December.
    39. Kim, Kyungyeol (Anthony) & Byon, Kevin K., 2018. "A mechanism of mutually beneficial relationships between employees and consumers: A dyadic analysis of employee–consumer interaction," Sport Management Review, Elsevier, vol. 21(5), pages 582-595.
    40. Takumi Kato & Nobu Takenaka & Rie Ito & Kazuki Nishiguchi, 2023. "Selection versus scale: Loyalty indices for brand management," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 836-853, December.
    41. Benjamin Ouvrard & Raphaële Préget & Arnaud Reynaud & Laetitia Tuffery, 2020. "Nudging and Subsidizing Farmers to Foster Smart Water Meter Adoption," CEE-M Working Papers hal-02958784, CEE-M, Universtiy of Montpellier, CNRS, INRA, Montpellier SupAgro.
    42. Verhagen, T., 2008. "Investigating the impact of C2C electronic marketplace quality on trust," Serie Research Memoranda 0008, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    43. Alho, Eeva, 2015. "The effect of social bonding and identity on the decision to invest in food production," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 59(C), pages 47-55.
    44. Wells, Victoria K. & Manika, Danae & Gregory-Smith, Diana & Taheri, Babak & McCowlen, Clair, 2015. "Heritage tourism, CSR and the role of employee environmental behaviour," Tourism Management, Elsevier, vol. 48(C), pages 399-413.
    45. Selmi, Noureddine & Chaney, Damien, 2018. "A measure of revenue management orientation and its mediating role in the relationship between market orientation and performance," Journal of Business Research, Elsevier, vol. 89(C), pages 99-109.
    46. Parves Sultan & Ho Yin Wong, 2019. "How service quality affects university brand performance, university brand image and behavioural intention: the mediating effects of satisfaction and trust and moderating roles of gender and study mod," Journal of Brand Management, Palgrave Macmillan, vol. 26(3), pages 332-347, May.
    47. Lusk, Jayson L., 2012. "The political ideology of food," Food Policy, Elsevier, vol. 37(5), pages 530-542.
    48. Stéphane Ganassali, 2016. "Le mur d’images en ligne: présentation et apports d’un protocole hybride," Post-Print hal-01588358, HAL.
    49. Kinga Varga & Ciaran MacDonncha & Laurence Blondel & Enrico Bozzano & Fabrice Burlot & Rute Costa & Nadine Debois & Dominique Delon & Antonio Figueiredo & Joerg Foerster & Masar Gjaka & Carlos Gonçalv, 2021. "Collective conceptualization of parental support of dual career athletes: The EMPATIA framework," PLOS ONE, Public Library of Science, vol. 16(9), pages 1-23, September.
    50. Jin Haomiao & Kapteyn Arie, 2022. "Relationship Between Past Survey Burden and Response Probability to a New Survey in a Probability-Based Online Panel," Journal of Official Statistics, Sciendo, vol. 38(4), pages 1051-1067, December.
    51. Patrick Mwakio & Dr. George Mathenge & Dr. George Maroko, 2020. "Assessing the Preparedness of Law Enforcement Agents in Dealing with White-Collar Crimes in Kenya: A Case of Nairobi City County," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 4(7), pages 270-282, July.
    52. Eva Blömeke & Michel Clement & Edlira Shehu & Eva Pagendarm, 2013. "Kundenbindung im Electronic Commerce Eine empirische Analyse zur Wahrnehmung und Wirkung verschiedener Kundenbindungsinstrumente im Internet," Schmalenbach Journal of Business Research, Springer, vol. 65(1), pages 63-96, February.
    53. DE VALCK, Jeremy & BROEKX, Steven & LIEKENS, Inge & DE NOCKER, Leo & VAN ORSHOVEN, Jos & VRANKEN, Liesbet, 2015. "Contrasting the collective social value of outdoor recreation and the substitutability of nature areas using hot spot mapping," Working Papers 208359, Katholieke Universiteit Leuven, Centre for Agricultural and Food Economics.
    54. Ragona, M. & Raley, M. & Sijtsema, S.J. & Frewer, L.J., 2013. "Better communication for successful food technology development: A Delphi study," 2013 Second Congress, June 6-7, 2013, Parma, Italy 151597, Italian Association of Agricultural and Applied Economics (AIEAA).
    55. Olivier Toubia & Eric Johnson & Theodoros Evgeniou & Philippe Delquié, 2013. "Dynamic Experiments for Estimating Preferences: An Adaptive Method of Eliciting Time and Risk Parameters," Management Science, INFORMS, vol. 59(3), pages 613-640, June.
    56. Juan Sánchez-Fernández & Francisco Muñoz-Leiva & Francisco Montoro-Ríos & José Ibáñez-Zapata, 2010. "An analysis of the effect of pre-incentives and post-incentives based on draws on response to web surveys," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(2), pages 357-373, February.
    57. Rolf Becker, 2023. "Short- and long-term effects of reminders on panellists’ survey participation in a probability-based panel study with a sequential mixed-mode design," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(5), pages 4095-4119, October.
    58. Kubovcikova, Annamaria & van Bakel, Marian, 2022. "Social support abroad: How do self-initiated expatriates gain support through their social networks?," International Business Review, Elsevier, vol. 31(1).
    59. Islam, Shahidul & Tanasiuk, Evan, 2012. "Differential response on pre- and post-disclosed committed inducements in a face to face interview," MPRA Paper 107276, University Library of Munich, Germany, revised 2012.
    60. Vahid Sobhani & Mohammadjavad Rostamizadeh & Seyed Morteza Hosseini & Seyed Ebrahim Hashemi & Ignacio Refoyo Román & Daniel Mon-López, 2022. "Anthropometric, Physiological, and Psychological Variables That Determine the Elite Pistol Performance of Women," IJERPH, MDPI, vol. 19(3), pages 1-10, January.
    61. Jeremy Valck & Steven Broekx & Inge Liekens & Joris Aertsens & Liesbet Vranken, 2017. "Testing the Influence of Substitute Sites in Nature Valuation by Using Spatial Discounting Factors," Environmental & Resource Economics, Springer;European Association of Environmental and Resource Economists, vol. 66(1), pages 17-43, January.
    62. Shahidul Islam, 2021. "Impact Of Lottery Incentive On Response Rate And Data Quality: Evidence From Organic Food Consumption Survey Of Conventional Shoppers," Cultural Communication and Socialization Journal (CCSJ), Zibeline International Publishing, vol. 2(2), pages 68-74, November.
    63. Philip X Fuchs & Mojca Doupona & Kinga Varga & Marta Bon & Cristina Cortis & Andrea Fusco & Loriana Castellani & Niko Niemisalo & Heikki Hannola & Patrice Giron & Jörg Förster & Laura Capranica & Herb, 2021. "Multi-national perceptions on challenges, opportunities, and support structures for Dual Career migrations in European student-athletes," PLOS ONE, Public Library of Science, vol. 16(6), pages 1-18, June.
    64. Francisco Liñán & Inmaculada Jaén & Domingo Martín, 2022. "Does entrepreneurship fit her? Women entrepreneurs, gender-role orientation, and entrepreneurial culture," Small Business Economics, Springer, vol. 58(2), pages 1051-1071, February.
    65. Jack, Claire & Miller, Ana Corina & Ashfield, Austen & Anderson, Duncan, 2019. "New entrants and succession into farming: A Northern Ireland perspective," International Journal of Agricultural Management, Institute of Agricultural Management, vol. 8(2), August.
    66. Qiu, Wei & Chen, Yan & Zheng, Xin & Lv, Xingyang, 2023. "What do tourists look like to destination residents? Development of a tourist image scale from a high cultural distance perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    67. Ling Li & Wayne Xinwei Wan & Shenjing He, 2021. "The Heightened ‘Security Zone’ Function of Gated Communities during the COVID-19 Pandemic and the Changing Housing Market Dynamic: Evidence from Beijing, China," Land, MDPI, vol. 10(9), pages 1-21, September.
    68. Zsombor Szádoczki & Sándor Bozóki & Patrik Juhász & Sergii V. Kadenko & Vitaliy Tsyganok, 2023. "Incomplete pairwise comparison matrices based on graphs with average degree approximately 3," Annals of Operations Research, Springer, vol. 326(2), pages 783-807, July.
    69. Takumi Kato & Taro Miura, 2021. "The impact of questionnaire length on the accuracy rate of online surveys," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(2), pages 83-98, June.
    70. Yasuhiro Kotera & Muhammad Aledeh & Annabel Rushforth & Nelly Otoo & Rory Colman & Elaina Taylor, 2022. "A Shorter Form of the Work Extrinsic and Intrinsic Motivation Scale: Construction and Factorial Validation," IJERPH, MDPI, vol. 19(21), pages 1-11, October.
    71. Elena-Loreni Baciu & Delia Vîrgă & Theofild-Andrei Lazăr & Delia Gligor & Cecilia-Nicoleta Jurcuț, 2020. "The Association between Entrepreneurial Perceived Behavioral Control, Personality, Empathy, and Assertiveness in a Romanian Sample of Nascent Entrepreneurs," Sustainability, MDPI, vol. 12(24), pages 1-16, December.
    72. Aleksandra Gajic & David Cameron & Jeremiah Hurley, 2012. "The cost-effectiveness of cash versus lottery incentives for a web-based, stated-preference community survey," The European Journal of Health Economics, Springer;Deutsche Gesellschaft für Gesundheitsökonomie (DGGÖ), vol. 13(6), pages 789-799, December.
    73. Rolf Becker, 2022. "The effects of a special sequential mixed-mode design, and reminders, on panellists’ participation in a probability-based panel study," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(1), pages 259-284, February.
    74. Barbara Ryan & Rachel King, 2020. "How ready is ready? Measuring physical preparedness for severe storms," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 104(1), pages 171-199, October.
    75. Toepoel, V. & Dillman, D.A., 2008. "Words, Numbers and Visual Heuristics in Web Surveys : Is there a Hierarchy of Importance?," Other publications TiSEM 21fbcc01-3c5d-4942-b41c-7, Tilburg University, School of Economics and Management.
    76. Yang Liu & Jan Hannig & Abhishek Pal Majumder, 2019. "Second-Order Probability Matching Priors for the Person Parameter in Unidimensional IRT Models," Psychometrika, Springer;The Psychometric Society, vol. 84(3), pages 701-718, September.
    77. Brüggen, Elisabeth & Dholakia, Utpal M., 2010. "Determinants of Participation and Response Effort in Web Panel Surveys," Journal of Interactive Marketing, Elsevier, vol. 24(3), pages 239-250.
    78. Eleanor Singer & Cong Ye, 2013. "The Use and Effects of Incentives in Surveys," The ANNALS of the American Academy of Political and Social Science, , vol. 645(1), pages 112-141, January.
    79. Jeffrey Schmidt & Roger Calantone & Abbie Griffin & Mitzi Montoya-Weiss, 2005. "Do Certified Mail Third-Wave Follow-ups Really Boost Response Rates and Quality?," Marketing Letters, Springer, vol. 16(2), pages 129-141, April.
    80. Liane Ströbel & Iring Koch & Torsten-Oliver Salge & David Antons, 2023. "To stay, remain or leave: how verbal concepts as response options in political referendums such as the Brexit polls might bias voting outcomes," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-11, December.
    81. Karolina Brunius Enlund & Carl Brunius & Jeanette Hanson & Ragnvi Hagman & Odd Viking Höglund & Pia Gustås & Ann Pettersson, 2019. "Development and validation of two questionnaires: Dental home care and dental health in Swedish dogs," PLOS ONE, Public Library of Science, vol. 14(1), pages 1-18, January.
    82. Ong Ai Rene & Schultz Robert & West Brady T & Wagner James & Sinozich Sofi & Sinibaldi Jennifer & Finamore John, 2022. "A User-Driven Method for Using Research Products to Empirically Assess Item Importance in National Surveys," Journal of Official Statistics, Sciendo, vol. 38(4), pages 1235-1251, December.
    83. Elisabeth Deutskens & Ad Jong & Ko Ruyter & Martin Wetzels, 2006. "Comparing the generalizability of online and mail surveys in cross-national service quality research," Marketing Letters, Springer, vol. 17(2), pages 119-136, April.

  5. van Dolen, Willemijn & de Ruyter, Ko & Lemmink, Jos, 2004. "An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction," Journal of Business Research, Elsevier, vol. 57(4), pages 437-444, April.

    Cited by:

    1. Sakiyama, Ryo & Dony Dahana, Wirawan & Baumann, Chris & Ye, Mingqi, 2023. "Cross-industrial study on satisfaction-commitment-PWOM linkage: The role of competition, consumption visibility, and service relationship," Journal of Business Research, Elsevier, vol. 160(C).
    2. Sertan Kabadayi & Linda Alkire (née Nasr) & Garrett M. Broad & Reut Livne-Tarandach & David Wasieleski & Ann Marie Puente, 2019. "Humanistic Management of Social Innovation in Service (SIS): an Interdisciplinary Framework," Humanistic Management Journal, Springer, vol. 4(2), pages 159-185, December.
    3. Young, Gary J. & Meterko, Mark M. & Mohr, David & Shwartz, Michael & Lin, Hai, 2009. "Congruence in the assessment of service quality between employees and customers: A study of a public health care delivery system," Journal of Business Research, Elsevier, vol. 62(11), pages 1127-1135, November.
    4. Al-alak, Basheer A., 2014. "Impact of marketing activities on relationship quality in the Malaysian banking sector," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 347-356.
    5. Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
    6. Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
    7. Gordon Liu & Catherine Liston-Heyes & Wai-Wai Ko, 2010. "Employee Participation in Cause-Related Marketing Strategies: A Study of Management Perceptions from British Consumer Service Industries," Journal of Business Ethics, Springer, vol. 92(2), pages 195-210, March.
    8. Lucia-Palacios, Laura & Pérez-López, Raúl & Polo-Redondo, Yolanda, 2020. "How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    9. Gremler, Dwayne D. & Gwinner, Kevin P., 2008. "Rapport-Building Behaviors Used by Retail Employees," Journal of Retailing, Elsevier, vol. 84(3), pages 308-324.
    10. Dong, Ping & Siu, Noel Yee-Man, 2013. "Servicescape elements, customer predispositions and service experience: The case of theme park visitors," Tourism Management, Elsevier, vol. 36(C), pages 541-551.
    11. Yin, Cheng-Yue & Poon, Patrick & Su, Jing-Lei, 2017. "Yesterday once more? Autobiographical memory evocation effects on tourists' post-travel purchase intentions toward destination products," Tourism Management, Elsevier, vol. 61(C), pages 263-274.
    12. Fatima, Johra Kayeser & Di Mascio, Rita, 2018. "Reversing the dependency-trust relationship in B2C services," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 1-10.
    13. Phau, Ian & Ferguson, Graham, 2013. "Validating the Customer Satisfaction Survey (CSS) Scale in the Australian fast food industry," Australasian marketing journal, Elsevier, vol. 21(3), pages 147-154.
    14. Errajaa, Karim & Hombourger-Barès, Sabrina & Audrain-Pontevia, Anne-Françoise, 2022. "Effects of the in-store crowd and employee perceptions on intentions to revisit and word-of-mouth via transactional satisfaction: A SOR approach," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    15. Singh, Sangeeta & Duque, Lola C., 2009. "'Unserved' interpretations of service satisfaction," DEE - Working Papers. Business Economics. WB wb097407, Universidad Carlos III de Madrid. Departamento de Economía de la Empresa.
    16. Achilleas Boukis, 2016. "Achieving favourable customer outcomes through employee deviance," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 319-338, June.
    17. Yun, Wonjoo & Hanson, Nicole, 2020. "Weathering consumer pricing sensitivity: The importance of customer contact and personalized services in the financial services industry," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    18. Xu, Jun & Liu, Yongmei & Guo, Yi, 2014. "The role of subordinate emotional masking in leader–member exchange and outcomes: A two-sample investigation," Journal of Business Research, Elsevier, vol. 67(2), pages 100-107.

  6. Sandra Streukens & Ko de Ruyter, 2004. "Reconsidering Nonlinearity and Asymmetry in Customer Satisfaction and Loyalty Models: An Empirical Study in Three Retail Service Settings," Marketing Letters, Springer, vol. 15(2_3), pages 99-111, July.

    Cited by:

    1. Nagengast, Liane & Evanschitzky, Heiner & Blut, Markus & Rudolph, Thomas, 2014. "New Insights in the Moderating Effect of Switching Costs on the Satisfaction–Repurchase Behavior Link," Journal of Retailing, Elsevier, vol. 90(3), pages 408-427.
    2. Jeffrey Dotson & Joseph Retzer & Greg Allenby, 2008. "Non-normal simultaneous regression models for customer linkage analysis," Quantitative Marketing and Economics (QME), Springer, vol. 6(3), pages 257-277, September.
    3. Jenny Doorn & Peter Verhoef & Tammo Bijmolt, 2007. "The importance of non-linear relationships between attitude and behaviour in policy research," Journal of Consumer Policy, Springer, vol. 30(2), pages 75-90, June.
    4. Rychalski, Aude & Hudson, Sarah, 2017. "Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context," Journal of Business Research, Elsevier, vol. 71(C), pages 84-91.
    5. Anand Kumar Jaiswal & Rakesh Niraj, 2010. "Examining the Nonlinear Effects in Satisfaction-Loyalty-Behavioral Intentions Model," Working Papers id:2790, eSocialSciences.
    6. de Haan, Evert & Verhoef, Peter C. & Wiesel, Thorsten, 2015. "The predictive ability of different customer feedback metrics for retention," International Journal of Research in Marketing, Elsevier, vol. 32(2), pages 195-206.
    7. Frank, Björn & Herbas Torrico, Boris & Enkawa, Takao & Schvaneveldt, Shane J., 2014. "Affect versus Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience," Journal of Retailing, Elsevier, vol. 90(4), pages 567-586.
    8. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    9. Zielke, Stephan, 2008. "Exploring asymmetric effects in the formation of retail price satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 335-347.
    10. Dong, Songting & Ding, Min & Grewal, Rajdeep & Zhao, Ping, 2011. "Functional forms of the satisfaction–loyalty relationship," International Journal of Research in Marketing, Elsevier, vol. 28(1), pages 38-50.
    11. Pandit, Ameet & Vilches-Montero, Sonia, 2016. "Are reward cards just a business deal? The role of calculative versus emotional card commitment in driving store loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 355-360.
    12. Pengwei Wang & Lirong Han & Rong Mei, 2022. "An Impact Asymmetry Analysis of Small Urban Green Space Attributes to Enhance Visitor Satisfaction," IJERPH, MDPI, vol. 19(5), pages 1-15, March.
    13. Shen, Xiao-Liang & Li, Yang-Jun & Sun, Yongqiang & Zhou, Yujie, 2018. "Person-environment fit, commitment, and customer contribution in online brand community: A nonlinear model," Journal of Business Research, Elsevier, vol. 85(C), pages 117-126.

  7. Keen, Cherie & Wetzels, Martin & de Ruyter, Ko & Feinberg, Richard, 2004. "E-tailers versus retailers: Which factors determine consumer preferences," Journal of Business Research, Elsevier, vol. 57(7), pages 685-695, July.

    Cited by:

    1. Neslin, Scott A., 2022. "The omnichannel continuum: Integrating online and offline channels along the customer journey," Journal of Retailing, Elsevier, vol. 98(1), pages 111-132.
    2. Toufaily, Elissar & Pons, Frank, 2017. "Impact of customers' assessment of website attributes on e-relationship in the securities brokerage industry: A multichannel perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 58-69.
    3. Sergio Román & Pedro Cuestas, 2008. "The Perceptions of Consumers Regarding Online Retailers’ Ethics and Their Relationship with Consumers’ General Internet Expertise and Word of Mouth: A Preliminary Analysis," Journal of Business Ethics, Springer, vol. 83(4), pages 641-656, December.
    4. Salmani, Yasamin & Partovi, Fariborz Y., 2021. "Channel-level resource allocation decision in multichannel retailing: A U.S. multichannel company application," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    5. Hall-Phillips, Adrienne & Park, Joohyung & Chung, Te-Lin & Anaza, Nwamaka A. & Rathod, Sandra R., 2016. "I (heart) social ventures: Identification and social media engagement," Journal of Business Research, Elsevier, vol. 69(2), pages 484-491.
    6. Lim, Xin-Jean & Cheah, Jun-Hwa & Ngo, Liem Viet & Chan, Kara & Ting, Hiram, 2023. "How do crazy rich Asians perceive sustainable luxury? Investigating the determinants of consumers’ willingness to pay a premium price," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    7. Marcin Gąsior, 2021. "Environmental Attitudes and Willingness to Purchase Online—Classification Approach," Sustainability, MDPI, vol. 13(15), pages 1-17, August.
    8. Homburg, Christian & Lauer, Karin & Vomberg, Arnd, 2019. "The multichannel pricing dilemma: Do consumers accept higher offline than online prices?," International Journal of Research in Marketing, Elsevier, vol. 36(4), pages 597-612.
    9. Eunhye Kim & Christian Fernando Libaque-Saenz & Myeong-Cheol Park, 2019. "Understanding shopping routes of offline purchasers: selection of search-channels (online vs. offline) and search-platforms (mobile vs. PC) based on product types," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 305-338, June.
    10. Pavlos A Vlachos & Christos D Koritos & Areti Krepapa & Konstantinos Tasoulis & Ioannis G Theodorakis, 2016. "Containing Cause-Related Marketing Skepticism: A Comparison across Donation Frame Types," Corporate Reputation Review, Palgrave Macmillan, vol. 19(1), pages 4-21, February.
    11. Paul-Valentin Ngobo & Aurore Ingarao, 2017. "Impact du Moral des Ménages sur la Concurrence Inter-formats : une analyse à partir de l'indice de l'INSEE," Post-Print halshs-02190577, HAL.
    12. Lea Sonderegger-Wakolbinger & Christian Stummer, 2015. "An agent-based simulation of customer multi-channel choice behavior," Central European Journal of Operations Research, Springer;Slovak Society for Operations Research;Hungarian Operational Research Society;Czech Society for Operations Research;Österr. Gesellschaft für Operations Research (ÖGOR);Slovenian Society Informatika - Section for Operational Research;Croatian Operational Research Society, vol. 23(2), pages 459-477, June.
    13. Brown, James R., 2010. "Managing the retail format portfolio: An application of modern portfolio theory," Journal of Retailing and Consumer Services, Elsevier, vol. 17(1), pages 19-28.
    14. Endo, Seiji & Yang, Jun & Park, JungKun, 2012. "The investigation on dimensions of e-satisfaction for online shoes retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 398-405.
    15. Chen, Ying-Hueih & Hsu, I-Chieh & Lin, Chia-Chen, 2010. "Website attributes that increase consumer purchase intention: A conjoint analysis," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1007-1014, September.
    16. Otto Bartok & Vratislav Kozák & Radka Bauerová, 2021. "Online grocery shopping: the customers´ perspective in the Czech Republic," Equilibrium. Quarterly Journal of Economics and Economic Policy, Institute of Economic Research, vol. 16(3), pages 679-695, September.
    17. Lu, Qiang (Steven) & Pattnaik, Chinmay & Xiao, Junji & Voola, Ranjit, 2018. "Cross-national variation in consumers' retail channel selection in a multichannel environment: Evidence from Asia-Pacific countries," Journal of Business Research, Elsevier, vol. 86(C), pages 321-332.
    18. Schneider, Patricia J. & Zielke, Stephan, 2021. "Price versus service: Can retailers beat showrooming with competence?," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    19. Bikram Jit Singh Mann & Sunpreet Kaur Sahni, 2012. "Profiling Adopter Categories of Internet Banking in India: An Empirical Study," Vision, , vol. 16(4), pages 283-295, December.
    20. Pookulangara, Sanjukta & Hawley, Jana & Xiao, Ge, 2011. "Explaining consumers’ channel-switching behavior using the theory of planned behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 18(4), pages 311-321.
    21. Frasquet, Marta & Ieva, Marco & Ziliani, Cristina, 2019. "Understanding complaint channel usage in multichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 94-103.
    22. Lombardi, Alessia & Carfora, Valentina & Cicia, Gianni & Del Giudice, Teresa & Lombardi, Pasquale & Panico, Teresa, 2017. "Exploring Willingness to Pay for QR Code Labeled Extra-Virgin Olive Oil: An Application of the Theory of Planned Behavior," International Journal on Food System Dynamics, International Center for Management, Communication, and Research, vol. 8(1), pages 1-18, January.
    23. Christophe Bezes, 2012. "Une comparaison empirique du profil des acheteurs monocanal et multicanaux," Post-Print hal-02086749, HAL.
    24. Helm, Sabrina & Kim, Soo Hyun & Van Riper, Silvia, 2020. "Navigating the ‘retail apocalypse’: A framework of consumer evaluations of the new retail landscape," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    25. Dholakia, Utpal M. & Kahn, Barbara E. & Reeves, Randy & Rindfleisch, Aric & Stewart, David & Taylor, Earl, 2010. "Consumer Behavior in a Multichannel, Multimedia Retailing Environment," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 86-95.
    26. Herhausen, Dennis & Kleinlercher, Kristina & Verhoef, Peter C. & Emrich, Oliver & Rudolph, Thomas, 2019. "Loyalty Formation for Different Customer Journey Segments," Journal of Retailing, Elsevier, vol. 95(3), pages 9-29.
    27. Cervellon, Marie-Cécile & Sylvie, Jean & Ngobo, Paul-Valentin, 2015. "Shopping orientations as antecedents to channel choice in the French grocery multichannel landscape," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 31-51.
    28. Arnaud Riviere & Rémi Mencarelli & Bertrand Belvaux & Jessie Pallud, 2016. "Channel proliferation and perceived value of the digital offer in the newspaper industry: a complementary effect? [Multiplication des canaux et valeur perçue de l’offre digitale dans la presse écri," Post-Print hal-01591784, HAL.
    29. Duong, Trang Thi-Thuy & Ngo, Liem Viet & Surachartkumtonkun, Jiraporn & Tran, Mai Dong & Northey, Gavin, 2023. "Less is more! A pathway to consumer's transcendence," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    30. Konuş, Umut & Verhoef, Peter C. & Neslin, Scott A., 2008. "Multichannel Shopper Segments and Their Covariates," Journal of Retailing, Elsevier, vol. 84(4), pages 398-413.
    31. Eunsuk Sung & Won Young Chung & Daeho Lee, 2023. "Factors that affect consumer trust in product quality: a focus on online reviews and shopping platforms," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-10, December.
    32. Grewal, Dhruv & Levy, Michael & Kumar, V., 2009. "Customer Experience Management in Retailing: An Organizing Framework," Journal of Retailing, Elsevier, vol. 85(1), pages 1-14.
    33. Bilgicer, Tolga & Jedidi, Kamel & Lehmann, Donald R. & Neslin, Scott A., 2015. "Social Contagion and Customer Adoption of New Sales Channels," Journal of Retailing, Elsevier, vol. 91(2), pages 254-271.
    34. Neslin, Scott A. & Shankar, Venkatesh, 2009. "Key Issues in Multichannel Customer Management: Current Knowledge and Future Directions," Journal of Interactive Marketing, Elsevier, vol. 23(1), pages 70-81.
    35. Swilley, Esther & Goldsmith, Ronald E., 2013. "Black Friday and Cyber Monday: Understanding consumer intentions on two major shopping days," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 43-50.
    36. Trampe, Debra & Konuş, Umut & Verhoef, Peter C., 2014. "Customer Responses to Channel Migration Strategies Toward the E-channel," Journal of Interactive Marketing, Elsevier, vol. 28(4), pages 257-270.
    37. Flavián, Carlos & Gurrea, Raquel & Orús, Carlos, 2020. "Combining channels to make smart purchases: The role of webrooming and showrooming," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).

  8. Kyriakos Kyriakopoulos & Ko De Ruyter, 2004. "Knowledge Stocks and Information Flows in New Product Development," Journal of Management Studies, Wiley Blackwell, vol. 41(8), pages 1469-1498, December.

    Cited by:

    1. Diaz Arias, Adriana & van Beers, Cees, 2013. "Energy subsidies, structure of electricity prices and technological change of energy use," Energy Economics, Elsevier, vol. 40(C), pages 495-502.
    2. Stéphane Lhuillery & Marion Tellechea & Stéphanie Thiery, 2021. "Open innovation in managerial innovation: the case of internal audit," Working Papers of BETA 2021-19, Bureau d'Economie Théorique et Appliquée, UDS, Strasbourg.
    3. Zhou, Lianxi & Wu, Aiqi, 2014. "Earliness of internationalization and performance outcomes: Exploring the moderating effects of venture age and international commitment," Journal of World Business, Elsevier, vol. 49(1), pages 132-142.
    4. Kotabe, Masaaki & Jiang, Crystal Xiangwen & Murray, Janet Y., 2011. "Managerial ties, knowledge acquisition, realized absorptive capacity and new product market performance of emerging multinational companies: A case of China," Journal of World Business, Elsevier, vol. 46(2), pages 166-176, April.
    5. Lee, Kyootai & Kim, Youngkyun & Joshi, Kailash, 2017. "Organizational memory and new product development performance: Investigating the role of organizational ambidexterity," Technological Forecasting and Social Change, Elsevier, vol. 120(C), pages 117-129.
    6. Jinhwan Kim & Hyeob Kim & HyukJun Kwon, 2019. "Corporate Social Responsibility Activity Combinations for Sustainability: A Fuzzy Set Analysis of Korean Firms," Sustainability, MDPI, vol. 11(24), pages 1-20, December.
    7. Nathalie Lazaric, 2007. "Are Routines Reducible or Mere Cognitive Automatisms? Some contributions from cognitive science to help shed light on change in routines," DRUID Working Papers 07-13, DRUID, Copenhagen Business School, Department of Industrial Economics and Strategy/Aalborg University, Department of Business Studies.
    8. Schmitt, Achim & Klarner, Patricia, 2015. "From snapshot to continuity: A dynamic model of organizational adaptation to environmental changes," Scandinavian Journal of Management, Elsevier, vol. 31(1), pages 3-13.
    9. Chang, Dae Ryun & Cho, Hang, 2008. "Organizational memory influences new product success," Journal of Business Research, Elsevier, vol. 61(1), pages 13-23, January.
    10. Todd Morgan & Sergey Alexander Anokhin & Chanho Song & Natalia Chistyakova, 2019. "The role of customer participation in building new product development speed capabilities in turbulent environments," International Entrepreneurship and Management Journal, Springer, vol. 15(1), pages 119-133, March.
    11. Wolfgang Sofka & Christoph Grimpe & Ulrich Kaiser, 2022. "Understanding the unwritten rules of the game: Government work experience and salary premiums in foreign MNC subsidiaries," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(6), pages 1110-1132, August.
    12. Akgün, Ali E. & Keskin, Halit & Byrne, John C. & Lynn, Gary S., 2014. "Antecedents and consequences of organizations' technology sensemaking capability," Technological Forecasting and Social Change, Elsevier, vol. 88(C), pages 216-231.
    13. Ulrich Lichtenthaler & Eckhard Lichtenthaler, 2009. "A Capability‐Based Framework for Open Innovation: Complementing Absorptive Capacity," Journal of Management Studies, Wiley Blackwell, vol. 46(8), pages 1315-1338, December.
    14. Ye Liu & Ke Zhang & Weili Xue & Ziyu Zhou, 2024. "Crowdfunding innovative but risky new ventures: the importance of less ambiguous tone," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 10(1), pages 1-43, December.
    15. Bourke, Jane & Roper, Stephen, 2016. "AMT adoption and innovation: An investigation of dynamic and complementary effects," Technovation, Elsevier, vol. 55, pages 42-55.
    16. Pérez-Nordtvedt, Liliana & Babakus, Emin & Kedia, Ben L., 2010. "Learning from international business affiliates: developing resource-based learning capacity through networks and knowledge acquisition," Journal of International Management, Elsevier, vol. 16(3), pages 262-274, September.

  9. van Birgelen, Marcel & de Ruyter, Ko & Wetzels, Martin, 2003. "The impact of attitude strength on customer-oriented priority setting by decision-makers: An empirical investigation," Journal of Economic Psychology, Elsevier, vol. 24(6), pages 763-783, December.

    Cited by:

    1. Francesca Magno & Fabio Cassia & Marta Ugolini, 2017. "Impact of voluntary product recalls on utilitarian and hedonic attitudes: Is it the same for all brands?," Australian Journal of Management, Australian School of Business, vol. 42(1), pages 161-174, February.

  10. de Ruyter, Ko & Wetzels, Martin, 2000. "With a little help from my fans - Extending models of pro-social behaviour to explain supporters' intentions to buy soccer club shares," Journal of Economic Psychology, Elsevier, vol. 21(4), pages 387-409, August.

    Cited by:

    1. Whynes, David K. & Philips, Zoe & Avis, Mark, 2007. "Why do women participate in the English cervical cancer screening programme?," Journal of Health Economics, Elsevier, vol. 26(2), pages 306-325, March.
    2. Onwezen, Marleen C. & Antonides, Gerrit & Bartels, Jos, 2013. "The Norm Activation Model: An exploration of the functions of anticipated pride and guilt in pro-environmental behaviour," Journal of Economic Psychology, Elsevier, vol. 39(C), pages 141-153.
    3. Annamalai, Balamurugan & Yoshida, Masayuki & Varshney, Sanjeev & Pathak, Atul Arun & Venugopal, Pingali, 2021. "Social media content strategy for sport clubs to drive fan engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    4. Pelser, Jan & de Ruyter, Ko & Wetzels, Martin & Grewal, Dhruv & Cox, David & van Beuningen, Jacqueline, 2015. "B2B Channel Partner Programs: Disentangling Indebtedness from Gratitude," Journal of Retailing, Elsevier, vol. 91(4), pages 660-678.
    5. Wang, Yacan & Yang, Ying & Wang, Jiaping & Douglas, Matthew & Su, Duan, 2021. "Examining the influence of social norms on orderly parking behavior of dockless bike-sharing users," Transportation Research Part A: Policy and Practice, Elsevier, vol. 147(C), pages 284-296.

  11. Ko De Ruyter & Martin Wetzels, 2000. "Determinants of a Relational Exchange Orientation in the Marketing‐Manufacturing Interface: an Empirical Investigation," Journal of Management Studies, Wiley Blackwell, vol. 37(2), pages 257-276, March.

    Cited by:

    1. Ramon Knollmann & Bernhard Hirsch & Jürgen Weber, 2008. "Role Making für Controllerbereiche? – Eine empirische Analyse zu den Auswirkungen von Gestaltungsfreiräumen für Controllerbereiche," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 18(4), pages 365-386, February.

  12. de Ruyter, Ko & Wetzels, Martin, 2000. "The Marketing-Finance Interface: A Relational Exchange Perspective," Journal of Business Research, Elsevier, vol. 50(2), pages 209-215, November.

    Cited by:

    1. Manfred Bruhn & Daniela B. Schäfer & Verena Schoenmüller, 2012. "Integrationsnotwendigkeiten im Marketing und Vertrieb bei der Transformation zum Lösungsanbieter — Ergebnisse einer empirischen Studie und Schlussfolgerungen," Schmalenbach Journal of Business Research, Springer, vol. 64(65), pages 88-113, January.
    2. Guenzi, Paolo & Troilo, Gabriele, 2007. "The joint contribution of marketing and sales to the creation of superior customer value," Journal of Business Research, Elsevier, vol. 60(2), pages 98-107, February.
    3. Ramon Knollmann & Bernhard Hirsch & Jürgen Weber, 2008. "Role Making für Controllerbereiche? – Eine empirische Analyse zu den Auswirkungen von Gestaltungsfreiräumen für Controllerbereiche," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 18(4), pages 365-386, February.

  13. de Ruyter, Ko & Wetzels, Martin, 2000. "The role of corporate image and extension similarity in service brand extensions," Journal of Economic Psychology, Elsevier, vol. 21(6), pages 639-659, December.

    Cited by:

    1. Martínez Salinas, Eva & Pina Pérez, José Miguel, 2009. "Modeling the brand extensions' influence on brand image," Journal of Business Research, Elsevier, vol. 62(1), pages 50-60, January.
    2. Ingrid Moons & Patrick De Pelsmacker, 2015. "Self-Brand Personality Differences and Attitudes towards Electric Cars," Sustainability, MDPI, vol. 7(9), pages 1-18, September.
    3. Vladimir Sashov Zhechev & Evgeni Stanimirov, 2017. "Image Effects of the Extension of Niche Class F Vehicles in Bulgaria," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 2, pages 132-171.
    4. Cătălin Ioan Maican & Elena Cocoradă, 2017. "Computers, Internet and Smartphone Attitudes Among Romanian University Students," European Journal of Multidisciplinary Studies Articles, Revistia Research and Publishing, vol. 2, May Augus.
    5. Chung-Yu Wang & Li-Wei Wu & Chen-Yu Lin & Ruei-Jie Chen, 2017. "Purchase Intention toward the Extension and Parent Brand: The Role of Brand Commitment," Journal of Economics and Management, College of Business, Feng Chia University, Taiwan, vol. 13(1), pages 83-103, February.
    6. Zafarullah Chandio & Sarah Zafar, 2014. "Impact Of Parent Brand On Brand Extension: A Case Of Fmcg Brands In Pakistan," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 10(2), pages 175-187.
    7. Meng-Hsiu Lee & Chan Wang & Tzu-Jung Wu & Ming-Yu Yen, 2021. "Multilevel Linking Service Innovation, Service Sweethearting, and Brand Association: The Moderating Role of Sustainable Human Resource Management," SAGE Open, , vol. 11(1), pages 21582440209, February.
    8. Pina, José M. & Dall'Olmo Riley, Francesca & Lomax, Wendy, 2013. "Generalizing spillover effects of goods and service brand extensions: A meta-analysis approach," Journal of Business Research, Elsevier, vol. 66(9), pages 1411-1419.
    9. Catherine Viot, 2011. "Can brand identity predict brand extensions' success or failure?," Post-Print hal-01803752, HAL.
    10. David Wang & Tiffany Yu & Fang-Ru Ye, 2012. "The value relevance of brand equity in the financial services industry: an empirical analysis using quantile regression," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 459-471, December.
    11. Yuhei Inoue & Aubrey Kent, 2014. "A Conceptual Framework for Understanding the Effects of Corporate Social Marketing on Consumer Behavior," Journal of Business Ethics, Springer, vol. 121(4), pages 621-633, June.
    12. María Dolores Aledo‐Ruiz & Eva Martínez‐Caro & José Manuel Santos‐Jaén, 2022. "The influence of corporate social responsibility on students' emotional appeal in the HEIs: The mediating effect of reputation and corporate image," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(3), pages 578-592, May.
    13. Martínez, Eva & Montaner, Teresa & Pina, José M., 2009. "Brand extension feedback: The role of advertising," Journal of Business Research, Elsevier, vol. 62(3), pages 305-313, March.
    14. James Liou & Mei-Ling Chuang, 2010. "Evaluating corporate image and reputation using fuzzy MCDM approach in airline market," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(6), pages 1079-1091, October.
    15. Dimitriu, Radu & Warlop, Luk, 2022. "Is similarity a constraint for service-to-service brand extensions?," International Journal of Research in Marketing, Elsevier, vol. 39(4), pages 1019-1041.
    16. Dens, Nathalie & De Pelsmacker, Patrick, 2010. "Attitudes toward the extension and parent brand in response to extension advertising," Journal of Business Research, Elsevier, vol. 63(11), pages 1237-1244, November.
    17. Souiden, Nizar & Amara, Nabil & Chaouali, Walid, 2020. "Optimal image mix cues and their impacts on consumers’ purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    18. Shu-Hsien Liao & Da-Chian Hu & Huan-Lun Chou, 2022. "Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation," SAGE Open, , vol. 12(4), pages 21582440221, December.

  14. de Ruyter, Ko & Wetzels, Martin, 1999. "Commitment in auditor-client relationships: antecedents and consequences," Accounting, Organizations and Society, Elsevier, vol. 24(1), pages 57-75, January.

    Cited by:

    1. Martín Gutiérrez Sonia San, 2013. "La confianza, la satisfacción, las normas relacionales, el oportunismo y la dependencia como antecedentes del compromiso organizacional del trabajador," Contaduría y Administración, Accounting and Management, vol. 58(2), pages 11-38, abril-jun.
    2. Atanasko Atanasovski, 2012. "Impact of Cross-listed Directorship on Appointment and Independence of Auditors: Evidence from Republic of Macedonia," Acta Universitatis Danubius. OEconomica, Danubius University of Galati, issue 4(4), pages 76-82, August.
    3. Matos Cámara Rafael Fabricio & San Martín Gutiérrez Sonia, 2012. "Análisis sobre la reputación de marca, las emociones y la confianza como formadoras de la satisfacción del turista," Contaduría y Administración, Accounting and Management, vol. 57(4), pages 253-286, octubre-d.
    4. Widener, Sally K., 2004. "An empirical investigation of the relation between the use of strategic human capital and the design of the management control system," Accounting, Organizations and Society, Elsevier, vol. 29(3-4), pages 377-399.
    5. Huang, Cheng-Li & Chen, Mien-Ling, 2009. "Relationships among budgetary leadership behavior, managerial budgeting games, and budgetary attitudes: Evidence from Taiwanese corporations," Journal of International Accounting, Auditing and Taxation, Elsevier, vol. 18(1), pages 73-84.
    6. Peter J Baldacchino & Rosalene Caruana & Simon Grima & Frank H. Bezzina, 2017. "Selected Behavioural Factors in Client-Initiated Auditor Changes: The Client-Auditor Perspectives," European Research Studies Journal, European Research Studies Journal, vol. 0(2A), pages 16-47.
    7. Ricci, Michael A., 2022. "How better client service performance affects auditors' willingness to challenge management's preferred accounting," Accounting, Organizations and Society, Elsevier, vol. 103(C).
    8. Van der Stede, Wim A., 2000. "The relationship between two consequences of budgetary controls: budgetary slack creation and managerial short-term orientation," Accounting, Organizations and Society, Elsevier, vol. 25(6), pages 609-622, August.
    9. Barbara Cater, 2007. "Trust and Commitment in Professional Service Marketing Relationships in Business-to-Business Markets," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 5(4), pages 371-390.
    10. X. Walthoff-Borm & L. Chalmet, 2013. "Behind closed doors: the potential of lean management in safety audit services," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 13/838, Ghent University, Faculty of Economics and Business Administration.

  15. Lemmink, Jos & de Ruyter, Ko & Wetzels, Martin, 1998. "The role of value in the delivery process of hospitality services," Journal of Economic Psychology, Elsevier, vol. 19(2), pages 159-177, April.

    Cited by:

    1. Qin, Hong & Prybutok, Victor R., 2013. "A quantitative model for patient behavioral decisions in the urgent care industry," Socio-Economic Planning Sciences, Elsevier, vol. 47(1), pages 50-64.
    2. Lena Giesbert & Susan Steiner, 2014. "Client perceptions of the value of microinsurance: evidence from southern Ghana," Global Development Institute Working Paper Series 19214, GDI, The University of Manchester.
    3. Rosini Nawang Mustapen & Azmawani Abdul Rahman, 2017. "Greening the Service Delivery Process in Food Service Sector," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(4), pages 1042-1052, April.
    4. Komppula, Raija & Gartner, William C., 2013. "Hunting as a travel experience: An auto-ethnographic study of hunting tourism in Finland and the USA," Tourism Management, Elsevier, vol. 35(C), pages 168-180.

  16. de Ruyter, Ko & Wetzels, Martin, 1998. "On the complex nature of patient evaluations of general practice service," Journal of Economic Psychology, Elsevier, vol. 19(5), pages 565-590, October.

    Cited by:

    1. Leonard, Kenneth L., 2008. "Is patient satisfaction sensitive to changes in the quality of care? An exploitation of the Hawthorne effect," Journal of Health Economics, Elsevier, vol. 27(2), pages 444-459, March.
    2. Javier Garcia-Lacalle, 2010. "Balancing physician workload and patient satisfaction: a dilemma for hospital managers," Public Money & Management, Taylor & Francis Journals, vol. 30(3), pages 183-188, May.
    3. Garcia-Lacalle, Javier & Martin, Emilio, 2010. "Rural vs urban hospital performance in a 'competitive' public health service," Social Science & Medicine, Elsevier, vol. 71(6), pages 1131-1140, September.

  17. de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June.

    Cited by:

    1. C-H Lan & C-C Chen, 2007. "Optimal purchase of two-itemized drugs for a disease," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 58(3), pages 309-316, March.
    2. Rodríguez, Pablo Gutiérrez & Villarreal, Ricardo & Valiño, Pedro Cuesta & Blozis, Shelley, 2020. "A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    3. Panchapakesan, P., 2013. "Antecedents of customer loyalty in medical tourism," Working Papers Series 2 13-03, ISCTE-IUL, Business Research Unit (BRU-IUL).
    4. Ryan W. Buell & Dennis Campbell & Frances X. Frei, 2016. "How Do Customers Respond to Increased Service Quality Competition?," Manufacturing & Service Operations Management, INFORMS, vol. 18(4), pages 585-607, October.
    5. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
    6. Shijie Sun & Ru Chen & Siyuan Qin & Lufan Liu, 2022. "Evaluating the Public Participation Processes in Community Regeneration Using the EPST Model: A Case Study in Nanjing, China," Land, MDPI, vol. 11(9), pages 1-19, August.
    7. Yonggui Wang & Hing-Po Lo & Yongheng Yang, 2004. "An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry," Information Systems Frontiers, Springer, vol. 6(4), pages 325-340, December.
    8. Straus, Lennart & Robbert, Thomas & Roth, Stefan, 2016. "Customer participation in the customization of services: Effects on satisfaction and behavioral intentions," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 9(1), pages 498-517.
    9. Walczuch, R.M. & Hofmaier, K., 2000. "Measuring customer satisfaction on the Internet," Research Memorandum 051, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    10. Odekerken-Schröder, G.J. & Bloemer, J.M.M., 2002. "Constraints and dedication as drivers for relationship commitment: an empirical study in a health-care context," Research Memorandum 056, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    11. Hongwei He & Yan Li, 2011. "CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality," Journal of Business Ethics, Springer, vol. 100(4), pages 673-688, June.
    12. Naif Mutlaq Al Otaibi & Kausar Yasmeen, 2014. "An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores," Journal of Entrepreneurship and Business Innovation, Macrothink Institute, Journal of Entrepreneurship and Business Innovation, vol. 1(1), pages 79-122, June.
    13. de Ruyter, Ko & Wetzels, Martin, 1998. "On the complex nature of patient evaluations of general practice service," Journal of Economic Psychology, Elsevier, vol. 19(5), pages 565-590, October.
    14. Gartner, Johannes & Fink, Matthias & Floh, Arne & Eggers, Fabian, 2021. "Service quality in social media communication of NPOs: The moderating effect of channel choice," Journal of Business Research, Elsevier, vol. 137(C), pages 579-587.
    15. Murray, Duncan & Howat, Gary, 2002. "The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre," Sport Management Review, Elsevier, vol. 5(1), pages 25-43, May.
    16. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, vol. 51(1), pages 53-60, January.
    17. Eleni Mavragani, 2021. "Greek Museums and Tourists’ Perceptions: an Empirical Research," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 12(1), pages 120-133, March.
    18. Obinna C. Ojiaku & Moses C. Olise & Nwankwo Philip Abuchi, 2015. "Customers¡¯ Expectation and Services Performance in Pension Fund Administration (PFA) in Southeast Nigeria," Business and Economic Research, Macrothink Institute, vol. 5(2), pages 191-206, December.
    19. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
    20. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    21. Chien-Lei Chao & Yen-Lien Hsu & Hsing-Yun Chang & Hsueh-Ying Wu & Tzu-Yi Yang, 2011. "Emergent Needs Of Depression Care For Older Adults: Evidence From Taiwan," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 5(4), pages 119-129.
    22. Inocencia María Martínez‐León & Isabel Olmedo‐Cifuentes, 2022. "Teachers’ views of corporate reputation: Influence on behavioral outcomes," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 93(3), pages 579-605, September.
    23. Ilyas Masudin & Yulyetha Kurnia Putri Hanifah & Shanty Kusuma Dewi & Dian Palupi Restuputri & Dwi Iryaning Handayani, 2022. "Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce," Logistics, MDPI, vol. 6(3), pages 1-23, July.
    24. Yu-Min Wang & Hsin-Hui Lin & Wei-Chun Tai & Yi-Ling Fan, 2016. "Understanding multi-channel research shoppers: an analysis of Internet and physical channels," Information Systems and e-Business Management, Springer, vol. 14(2), pages 389-413, May.

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