City Research Online

Article

Villarroel Ordenes, F., Grewal, D., Ludwig, S. , de Ruyter, K., Mahr, D. & Wetzels, M.view all authors (2019). Cutting through Content Clutter: How Speech and Image Acts Drive Consumer Sharing of Social Media Brand Messages. Journal of Consumer Research, 45(5), pp. 988-1012. doi: 10.1093/jcr/ucy032

Storey, C., Kocabasoglu-Hillmer, C., Roden, S. & de Ruyter, K.view all authors (2018). Governing Embedded Partner Networks: Certification and Partner Communities in the IT Sector. International Journal of Operations and Production Management, 38(9), pp. 1709-1734. doi: 10.1108/ijopm-12-2016-0708

de Ruyter, K., Keeling, D. I. & Viet Ngo, L. (2018). When nothing is what it seems. A Digital Marketing Research Agenda. Australasian Marketing Journal, 26(3), pp. 199-203. doi: 10.1016/j.ausmj.2018.07.003

Benos, T., Kalogeros, N., de Ruyter, K. & Wetzels, M.view all authors (2018). Diagnosing member-customer ostracism in co-operatives and counterpoising its relationship-poisoning effects. European Journal of Marketing, 52(9/10), pp. 1778-1801. doi: 10.1108/ejm-11-2016-0634

Hilken, T., Heller, J., Chylinski, M. , Keeling, D. I., Mahr, D. & de Ruyter, K.view all authors (2018). Making omnichannel an augmented reality: the current and future state of the art. Journal of Research in Interactive Marketing, 12(4), pp. 509-523. doi: 10.1108/jrim-01-2018-0023

Motyka, S., Grewal, D., Agguire, E. , Mahr, D., de Ruyter, K. & Wetzels, M.view all authors (2018). The emotional review–reward effect: how do reviews increase impulsivity?. Journal of the Academy of Marketing Science, 46(6), pp. 1032-1051. doi: 10.1007/s11747-018-0585-6

Agguirre, L., Mahr, D., de Ruyter, K. , Pelser, J., Grewal, D. & Wetzels, M.view all authors (2018). The effect of review writing on learning engagement in channel partner relationship management. Journal of Marketing, 82(2), pp. 64-84. doi: 10.1509/jm.15.0121

Yu, T., de Ruyter, K., Patterson, P. & Chen, C-Fview all authors (2018). The Formation of a Cross-Selling Initiative Climate and its Interplay with Service Climate. European Journal of Marketing, 52(7/8), pp. 1457-1484. doi: 10.1108/ejm-08-2016-0487

Piyathasanan, B., Mathies, C., Patterson, P. & de Ruyter, K.view all authors (2017). Continued Value Creation in Crowdsourcing from Creative Process Engagement. Journal of Services Marketing, 32(1), pp. 19-33. doi: 10.1108/jsm-02-2017-0044

Keeling, D. I., Laing, A. & de Ruyter, K. (2017). Evolving Roles and Structures of Triadic Engagement in Healthcare. Journal of Service Management, 29(3), pp. 352-377. doi: 10.1108/josm-09-2016-0249

Mo, C., Yu, T., de Ruyter, K. & Chen, C.view all authors (2017). Unfolding the impacts of transaction-specific investments: Moderation by out-of-thechannel-loop perceptions and achievement orientations. Industrial Marketing Management, 78, pp. 17-26. doi: 10.1016/j.indmarman.2017.10.002

Mathmann, F., Higgins, T., Chylinski, M. & de Ruyter, K.view all authors (2017). When Size Matters: Sensitivity to Missed Opportunity Size Increases with Stronger Assessment. Personality and Social Psychology Bulletin, 43(10), pp. 1427-1439. doi: 10.1177/0146167217717244

Hilken, T., de Ruyter, K., Chylinski, M. , Mahr, D. & Keeling, D. I.view all authors (2017). Augmenting the Eye of the Beholder: Exploring the Strategic Potential of Augmented Reality to Enhance Online Service Experiences. Journal of the Academy of Marketing Science, 45(6), pp. 884-905. doi: 10.1007/s11747-017-0541-x

Ordenes, F. V., Ludwig, S., de Ruyter, K. , Grewal, D. & Wetzels, M.view all authors (2017). Unveiling What is Written in The Stars: Analyzing Explicit, Implicit, and Discourse Patterns of Sentiment in Social Media. Journal of Consumer Research, 43(6), pp. 875-894. doi: 10.1093/jcr/ucw070

Mathmann, F., Chylinski, M., de Ruyter, K. & Higgins, T.view all authors (2017). When Plentiful Platforms Pay Off: Assessment Orientation Moderates the Effect of Assortment Size on Choice Engagement and Product Valuation. Journal of Retailing, 93(2), pp. 212-227. doi: 10.1016/j.jretai.2017.02.001

Farace, S., van Laer, T., de Ruyter, K. & Wetzels, M.view all authors (2017). Assessing the effect of narrative transportation, portrayed action, and photographic style on the likelihood to comment on posted selfies. European Journal of Marketing, 51(11/12), pp. 1961-1979. doi: 10.1108/ejm-03-2016-0158

Mathmann, F., Chylinski, M., Higgins, T. & de Ruyter, K.view all authors (2017). Every Step Counts: When Physical Movement Affects Perceived Value. Journal of Retailing and Consumer Services, 39, pp. 279-285. doi: 10.1016/j.jretconser.2017.08.007

Marinova, D., de Ruyter, K., Huang, M. , Meuter, M. & Challagalla, G.view all authors (2017). Getting Smart: Learning From Technology-Empowered Frontline Interactions. Journal of Service Research, 20(1), pp. 29-42. doi: 10.1177/1094670516679273

Rafaelli, A., Altman, D., Gremler, D. D. , Grewal, D., Iyer, B., Parasuraman, A. & de Ruyter, K.view all authors (2017). Invited Commentaries on the Future of Frontline Research. Journal of Service Research, 20(1), pp. 91-99. doi: 10.1177/1094670516679275

Ludwig, S., van Laer, T., de Ruyter, K. & Friedman, M.view all authors (2016). Untangling a web of lies: Exploring automated detection of deception in computer-mediated communication. Journal of Management Information Systems, 33(2), pp. 511-541. doi: 10.1080/07421222.2016.1205927

Hensen, N., Keeling, D. I., de Ruyter, K. , Wetzels, M. & de Jong, A.view all authors (2016). Making SENS: exploring the antecedents and impact of store environmental stewardship climate. Journal of the Academy of Marketing Science, 44(4), pp. 497-515. doi: 10.1007/s11747-015-0446-5

Cleeren, K., Lamey, L., Meyer, J-H. & de Ruyter, K.view all authors (2016). How Business Cycles Affect the Healthcare Sector: A Cross-country Investigation. Health Economics, 25(7), pp. 787-800. doi: 10.1002/hec.3187

Hofacker, C. F., de Ruyter, K., Lurie, N. H. , Manchanda, P. & Donaldson, J.view all authors (2016). Gamification and Mobile Marketing Effectiveness. Journal of Interactive Marketing, 34(1), pp. 25-36. doi: 10.1016/j.intmar.2016.03.001

Hensen, N., Keeling, D. I., de Ruyter, K. & Wetzels, M.view all authors (2016). Me, Myself, and Future Generations: The Role of Affinity and Effectiveness in the Creation of Consumer Environmental Stewardship (CENS). Psychology and Marketing, 33(5), pp. 389-406. doi: 10.1002/mar.20882

Ludwig, S. & de Ruyter, K. (2016). Decoding social media speak: developing a speech act theory research agenda. Journal of Consumer Marketing, 33(2), pp. 124-134. doi: 10.1108/jcm-04-2015-1405

Kiratli, N., Rozemeijer, F., Hilken, T. , de Ruyter, K. & de Jong, A.view all authors (2016). Climate setting in sourcing teams: Developing a measurement scale for team creativity climate. Journal of Purchasing and Supply Management, 22(3), pp. 196-204. doi: 10.1016/j.pursup.2016.04.006

Pelser, J., de Ruyter, K., Wetzels, M. , Grewal, D., Cox, D. & van Beuningen, J.view all authors (2015). B2B Channel Partner Programs: Disentangling Indebtedness from Gratitude. Journal of Retailing, 91(4), pp. 660-678. doi: 10.1016/j.jretai.2015.05.006

Aguirre, E., Mahr, D., Grewal, D. , de Ruyter, K. & Wetzels, M.view all authors (2015). Unraveling the personalization paradox: The effect of information collection and trust-building strategies on online advertisement effectiveness. Journal of Retailing, 91(1), pp. 34-49. doi: 10.1016/j.jretai.2014.09.005

Piyathasanan, B., Mathies, C., Wetzels, M. , Patterson, P. & de Ruyter, K.view all authors (2015). A Hierarchical Model of Virtual Experience and Its Influences on the Perceived Value and Loyalty of Customers. International Journal of Electronic Commerce, 19(2), pp. 126-158. doi: 10.1080/10864415.2015.979484

Ludwig, S., de Ruyter, K., Mahr, D. , Wetzels, M., Brüggen, E. & De Ruyck, T.view all authors (2014). Take their word for it: The symbolic role of linguistic style matches in user communities. MIS Quarterly: Management Information Systems, 38(4), pp. 1201-1217. doi: 10.25300/misq/2014/38.4.12

Blazevic, V., Wiertz, C., Cotte, J. , de Ruyter, K. & Keeling, D. I.view all authors (2014). GOSIP in Cyberspace: Conceptualization and Scale Development for General Online Social Interaction Propensity. Journal of Interactive Marketing, 28(2), pp. 87-100. doi: 10.1016/j.intmar.2013.09.003

van Laer, T., de Ruyter, K., Visconti, L. M. & Wetzels, M.view all authors (2014). The Extended Transportation-Imagery Model: A Meta-Analysis of the Antecedents and Consequences of Consumers’ Narrative Transportation. Journal of Consumer Research, 40(5), pp. 797-817. doi: 10.1086/673383

Blonska, A., Storey, C., Rozemeijer, F. , Wetzels, M. & de Ruyter, K.view all authors (2013). Decomposing the effect of supplier development on relationship benefits: The role of relational capital. Industrial Marketing Management, 42(8), pp. 1295-1306. doi: 10.1016/j.indmarman.2013.06.007

van Laer, T., de Ruyter, K. & Cox, D. (2013). A Walk in Customers' Shoes: How Attentional Bias Modification Affects Ownership of Integrity-violating Social Media Posts. Journal of Interactive Marketing, 27(1), pp. 14-27. doi: 10.1016/j.intmar.2012.09.002

Ludwig, S., de Ruyter, K., Friedman, M. , Brüggen, E., Wetzels, M. & Pfann, G.view all authors (2013). More than words: The influence of affective content and linguistic style matches in online reviews on conversion rates. Journal of Marketing, 77(1), pp. 87-103. doi: 10.1509/jm.11.0560

van Laer, T., de Ruyter, K. & Wetzels, M. (2012). Effects of narrative transportation on persuasion: A meta-analysis. NA - Advances in Consumer Research, 40, pp. 579-581.

Schepers, J., Falk, T., de Ruyter, K. , de Jong, A. & Hammerschmidt, M.view all authors (2012). Principles and principals: Do customer stewardship and agency control compete or complement when shaping frontline employee behavior?. Journal of Marketing, 76(6), pp. 1-20. doi: 10.1509/jm.11.0112

Jasmand, C., Blazevic, V. & de Ruyter, K. (2012). Generating sales while providing service: A study of customer service representatives' ambidextrous behavior. Journal of Marketing, 76(1), pp. 20-37. doi: 10.1509/jm.10.0448

Köhler, C. F., Rohm, A. J., de Ruyter, K. & Wetzels, M.view all authors (2011). Return on interactivity: The impact of online agents on newcomer adjustment. Journal of Marketing, 75(2), pp. 93-108. doi: 10.1509/jmkg.75.2.93

van Laer, T. & de Ruyter, K. (2010). In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts. International Journal of Research in Marketing, 27(2), pp. 164-174. doi: 10.1016/j.ijresmar.2009.12.010

Mathwick, C., Wiertz, C. & de Ruyter, K. (2008). Social Capital Production in a Virtual P3 Community. Journal of Consumer Research: An Interdisciplinary Quarterly, 34(6), pp. 832-849. doi: 10.1086/523291

Wiertz, C. & de Ruyter, K. (2007). Beyond the call of duty: Why customers contribute to firm-hosted commercial online communities. Organization Studies, 28(3), pp. 347-376. doi: 10.1177/0170840607076003

Book Section

de Ruyter, K. & van Laer, T. (2014). It's the social, stupid! Leveraging the 4C markers of social in online service delivery. In: Rust, R. T. & Huang, M. H. (Eds.), Handbook of Service Marketing Research. (pp. 413-436). Cheltenham, UK: Edward Elgar Publishing. doi: 10.4337/9780857938855.00029

van Laer, T. & de Ruyter, K. (2012). In de schoenen van de klant: over de maakbaarheid van verantwoordelijke medewerkers. In: Bronner, A. E., Dekker, P., de Leeuw, E. , Paas, L. J., de Ruyter, K., Smidts, A. & Wieringa, J. E.view all authors (Eds.), Ontwikkelingen in het marktonderzoek: 37e Jaarboek MarktOnderzoekAssociatie. (pp. 9-26). SpaarenHout Haarlem.

van Laer, T. & de Ruyter, K. (2011). Een betrouwbaar verhaal: hoe te reageren op negatieve blogs van klanten. In: Bronner, A. E., Dekker, P., de Leeuw, E. , Paas, L. J., de Ruyter, K., Smidts, A. & Wieringa, J. E.view all authors (Eds.), Ontwikkelingen in het marktonderzoek 2011 Jaarboek. (pp. 43-61). UNSPECIFIED.

Conference or Workshop Item

Kiratli, N., de Ruyter, K. & van Laer, T. (2014). A Little Help from My Friends: Assessing the Adjustment of Small and Medium-Sized Enterprises to Corporate Social Responsibility. Paper presented at the Australian & New Zealand Marketing Academy Conference, 01-03 Dec 2014, Melbourne, Australia.