Zobrazeno 1 - 10
of 30
pro vyhledávání: '"JC Ko de Ruyter"'
Publikováno v:
Journal of Service Research, 14(3), 372-389. SAGE Publications Inc.
Journal of Service Research, 14(3), 372-389. SAGE Publications Ltd
Journal of Service Research, 14(3), 372-389. SAGE Publications Ltd
Firms increasingly equip field service workers with virtual team technology that enables them to deliver services more efficiently and take part in new service development. However, the “out-of-office” nature of field service tasks limits the pos
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::84ffaa6ec1fa842cc2873dc4e476f44a
https://doi.org/10.1177/1094670511412354
https://doi.org/10.1177/1094670511412354
Publikováno v:
Managing Service Quality, 15(6), 496-508. Emerald Group Publishing Ltd.
Purpose – service firms recognize the need to introduce new technologies to stay in the market, or to retain their competitive advantage compared to their rivals. Introducing new technologies in an organization is by no means easy and poses many ch
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::e6a15d00d6afecfe6031e1c03fc38b52
https://research.tue.nl/en/publications/da4cb851-4281-4b0e-84ea-e9641a67f2ce
https://research.tue.nl/en/publications/da4cb851-4281-4b0e-84ea-e9641a67f2ce
Autor:
JC Ko de Ruyter, Ad de Jong
Publikováno v:
Decision Sciences, 35(3), 457-491. Wiley-Blackwell
In this article, we develop a conceptual model of adaptive versus proactive recovery behavior by self-managing teams (smts) in service recovery operations. To empirically test the conceptual model a combination of bank employee, customer, and archiva
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::77cc2374e37eac7a2edc41a97a573af9
https://doi.org/10.1111/j.0011-7315.2004.02513.x
https://doi.org/10.1111/j.0011-7315.2004.02513.x
Publikováno v:
Journal of Marketing, 68(2), 18-35. American Marketing Association (AMA)
Journal of Marketing, 68(2), 18-35. SAGE Publications Inc.
Journal of Marketing, 68(2), 18-35. SAGE Publications Inc.
In this article, the authors examine antecedents and consequences of the service climate in boundary-spanning self-managing teams (SMTs) that deliver financial services. Using data from members of 61 SMTs and their customers, the authors show a diffe
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::d87e74dbfae587672373ffe8524f14b7
https://doi.org/10.1509/jmkg.68.2.18.27790
https://doi.org/10.1509/jmkg.68.2.18.27790
Publikováno v:
Journal of Interactive Marketing, 15(2), 23-35. Elsevier
Call centers have become an important customer access channel as well as an important source of customer-related information. Frequently, call center employees experience role stress as a result of the conflicting demands of the company, supervisors,
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::495c563e01332d0f5a48b6956fa1a3be
https://doi.org/10.1002/dir.1008
https://doi.org/10.1002/dir.1008
Autor:
JC Ko de Ruyter, Mgm Martin Wetzels
Publikováno v:
Journal of Economic Psychology. 21:639-659
In this article we examine the role of corporate image in extending service brands to new and traditional markets in the telecommunications sector. With regards to corporate image, service brand extensions are primarily associated with innovation-rel
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::f82dad49de9962bed4ab38bf0071e1a5
https://doi.org/10.1016/s0167-4870(00)00024-6
https://doi.org/10.1016/s0167-4870(00)00024-6
Autor:
JC Ko de Ruyter, Mgm Martin Wetzels
Publikováno v:
Journal of Business Research. 50:209-215
In marketing theory and practice the concept of relational exchanges has gained wide popularity particularly with regards to external exchange parties, such as consumers and marketing channel intermediaries. However, the concept of relational exchang
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::d6cb0e26bcb0fc4f89b8f054a8aaaff5
https://doi.org/10.1016/s0148-2963(99)00034-x
https://doi.org/10.1016/s0148-2963(99)00034-x
Autor:
JC Ko de Ruyter, Mgm Martin Wetzels
Publikováno v:
Journal of Economic Psychology. 21:387-409
In this paper, we develop a framework of pro-social behaviour for understanding and explaining soccer fans’ intentions to buy shares from their club in order to provide assistance in times of financial need. Based on the theory of norms, two altern
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::10adae738c08106c55874b9239b360b8
https://doi.org/10.1016/s0167-4870(00)00010-6
https://doi.org/10.1016/s0167-4870(00)00010-6
Publikováno v:
Journal of Retailing and Consumer Services. 7:65-75
Given the central proposition in services marketing that service excellence is largely determined by the interaction between customer contact personnel and customers, we examine the antecedents and consequences of role stress in a retail context both
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::9a7dc4c4122f7d8972c9596fe03826b3
https://doi.org/10.1016/s0969-6989(99)00011-9
https://doi.org/10.1016/s0969-6989(99)00011-9
Publikováno v:
Total Quality Management, 11(3), 307-318. Routledge Taylor & Francis Group
In international marketing channels customer service has become an important factor in supplier and purchase decisions. In evaluating supplier performance several trade-offs are taken into account by actors operating at various channel levels. These
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::65553333b6e6a98e117c632122a919e0
https://research.tue.nl/en/publications/1ed34391-7ad9-4a8c-9a12-36f4cf1703ce
https://research.tue.nl/en/publications/1ed34391-7ad9-4a8c-9a12-36f4cf1703ce