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Analyzing factorial data using PLS : application in an online complaining context

Streukens, Sandra; Wetzels, Martin; Daryanto, Ahmad; … - In: Handbook of partial least squares : concepts, methods …, (pp. 567-587). 2010

Persistent link: https://www.econbiz.de/10003944672

Customer self-efficacy in technology-based self-service : assessing between- and within-person differences

Beuningen, Jacqueline van; Ruyter, Ko de; Wetzels, Martin; … - In: Journal of service research : JSR 11 (2008/09) 4, pp. 407-428

Persistent link: https://www.econbiz.de/10003853607

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

On the role of normative influences in commercial virtual communities

Wiertz, Caroline; Ruyter, Ko de; Streukens, Sandra - 2003

Persistent link: https://www.econbiz.de/10001780974

Return on marketing investments in B2B customer relationships : a decision-making and optimization approach

Streukens, Sandra; Hoesel, Stan van; Ruyter, Ko de - In: Industrial marketing management : the international … 40 (2011) 1, pp. 149-161

Persistent link: https://www.econbiz.de/10008907880

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

Cooperating for service excellence in multichannel service systems: An empirical assessment

Wiertz, Caroline; de Ruyter, Ko; Keen, Cherie; … - In: Journal of Business Research 57 (2004) 4, pp. 424-436

Persistent link: https://www.econbiz.de/10005473451

The effect of humor in electronic service encounters

Dolen, Willemijn M. van; de Ruyter, Ko; Streukens, Sandra - In: Journal of Economic Psychology 29 (2008) 2, pp. 160-179

By means of an experimental design, we investigate the moderating effect of humor on the interplay between process and outcome in terms of customer evaluations of the electronic service encounter. We conclude that a favorable process mitigates an unfavorable outcome in terms of enjoyment,...

Persistent link: https://www.econbiz.de/10005183710

Cooperating for service excellence in multichannel service systems - An empirical assessment

Wiertz, Caroline; de Ruyter, Ko; Keen, Cherie; … - In: Journal of business research : JBR 57 (2004) 4, pp. 424-436

Persistent link: https://www.econbiz.de/10006718853

Return on marketing investments in B2B customer relationships: A decision-making and optimization approach

Streukens, Sandra; van Hoesel, Stan; de Ruyter, Ko - In: Industrial marketing management : the international … 40 (2011) 1, pp. 149-162

Persistent link: https://www.econbiz.de/10008814582