Focus versus nominal group interviews: a comparative analysis

by Ko, de Ruyter
Published 1996

On the relationship between store image, store satisfaction and store loyalty

by Josée, Bloemer, Ko, de Ruyter
Published 1998

Customer loyalty in extended service settings

by Ko, de Ruyter, Josée, Bloemer
Published 1999

Customer equity considerations in service recovery: a cross‐industry perspective

by Ko, de Ruyter, Martin, Wetzels
Published 2000

Positioning qualitative market research: reflections from theory and practice

by Ko, de Ruyter, Norbert, Scholl
Published 1998

Decoding social media speak: developing a speech act theory research agenda

by Stephan, Ludwig, Ko, de Ruyter
Published 2016

Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction

by Josée, Bloemer, Ko, de Ruyter, Pascal, Peeters
Published 1998

The power of perceived service quality in international marketing channels

by Ko, de Ruyter, Martin, Wetzels, Jos, Lemmink
Published 1996

Linking perceived service quality and service loyalty: a multi‐dimensional perspective

by Josée, Bloemer, Ko, de Ruyter, Martin, Wetzels
Published 1999

Leadership styles in technology acceptance: do followers practice what leaders preach?

by Jeroen, Schepers, Martin, Wetzels, Ko, de Ruyter
Published 2005

On the relationship between perceived service quality, service loyalty and switching costs

by Ko, de Ruyter, Martin, Wetzels, Josée, Bloemer
Published 1998

Customer adoption of e‐service: an experimental study

by Ko, de Ruyter, Martin, Wetzels, Mirella, Kleijnen
Published 2001

Moderated group chat: an empirical assessment of a new e‐service encounter

by Willemijn M., van Dolen, Ko, de Ruyter
Published 2002

Converting service encounters into cross-selling opportunities

by Ting, Yu, Paul, Patterson, Ko, de Ruyter
Published 2015

Marketing service relationships: the role of commitment

by Martin, Wetzels, Ko, de Ruyter, Marcel, van Birgelen
Published 1998

Measuring customer service quality in international marketing channels: a multimethod approach

by Martin, Wetzels, Ko, de Ruyter, Jos, Lemmink, Kitty, Koelemeijer
Published 1995

Communication channel consideration for in‐home services

by Marcel, van Birgelen, Benedict G.C., Dellaert, Ko, de Ruyter
Published 2012

Linking employee perceptions of collective efficacy in self‐managing service teams with customer‐perceived service quality

by Ad, de Jong, Martin, Wetzels, Ko, de Ruyter
Published 2008

Customer expectation dimensions of voice‐to‐voice service encounters: a scale‐development study

by Arjan, Burgers, Ko, de Ruyter, Cherie, Keen, Sandra, Streukens
Published 2000

Perceived uncertainty in self‐managed service teams: an empirical assessment

by Ad, de Jong, Ko, de Ruyter, Sandra, Streukens, Hans, Ouwersloot
Published 2001