Search

Your search keyword '"Ruyter, A."' showing total 17 results
Start Over Author "Ruyter, A." Journal european journal of marketing
17 results on '"Ruyter, A."'

12. Linking perceived service quality and service loyalty: a multi-dimensional perspective

Author

Bloemer, Josee, de Ruyter, Ko, and Wetzels, Martin

Subjects
Entertainment industry -- Services, Fast food restaurants -- Services, Supermarkets -- Services, Health care industry -- Services, Customer service -- Analysis, Customer loyalty -- Analysis, Advertising, marketing and public relations, Business, Business, general
Abstract

An analysis of the relationship between the quality of services offered by supermarkets, fast food restaurants, health care providers, entertainment sector and customer loyalty in Europe is offered. Additional information on the intercorrelations between service quality and consumer loyalty dimensions is included.

Published
1999

13. The power of perceived service quality in international marketing channels

Author

Ruyter, Ko de, Wetzels, Martin, and Lemmick, Jos

Subjects
International business enterprises -- Marketing, Marketing -- International aspects, Customer service -- Evaluation, Advertising, marketing and public relations, Business, general, Business, Support services, Company marketing practices, Customer service, Evaluation, International aspects, Marketing
Abstract

Introduction As a result of intense competition, slower growth rates and expanding price pressures in markets of fast moving packaged consumer goods, the nature of manufacturer-distributor relationships is changing. Traditional [...]

Published
1996

14. Converting service encounters into cross-selling opportunities Does faith in supervisor ability help or hinder service-sales ambidexterity?

Author

Ting Yu, Ko de Ruyter, Paul G. Patterson, Marketing & Supply Chain Management, and RS: GSBE MSCM

Subjects
Marketing, Service (business), CONSEQUENCES, Goal orientation, Service delivery framework, MULTILEVEL, PROXY EFFICACY, TRANSFORMATIONAL LEADERSHIP, SELF-EFFICACY, service-sales ambidexterity, PERFORMANCE, Knowledge sharing, ANTECEDENTS, Cross-selling, Transformational leadership, ORGANIZATIONAL AMBIDEXTERITY, Agency (sociology), Business, CUSTOMER SATISFACTION, Ambidexterity
Abstract

Purpose – This paper aims to examine how the motivation and ability of individual employees to sell influences their units’ capability to align their service delivery with sales in a way that satisfies customers. It also addresses the potential influence of employees’ confidence in their supervisor’s ability to sell, such that they predict a joint influence of personal and proxy agency. Design/methodology/approach – This study uses hierarchical linear modeling to address the research issues. Findings – Employees’ learning orientation has a positive influence on service-sales ambidexterity, but the impact of a performance-avoidance goal orientation is negative, and a performance-prove orientation has no influence. Proxy efficacy enhances the positive impact of learning orientations due to the manager’s ability to lead by example, facilitate knowledge sharing and provide advice. However, it attenuates the impact of self-efficacy on service-sales ambidexterity, because skilled supervisors tend to take over and eliminate opportunities for employees to build their own skills. It also confirms the positive influence of service-sales ambidexterity on branch performance. Originality/value – To examine the emerging service-sales ambidexterity issues raised in frontline service units, this study adopts a motivation and capability paradigm. It is among the first studies to address service-sales ambidexterity issues by considering both individual and branch contextual factors.

Published
2015

15. Guest editorial.

Author

Keeling, Debbie Isobel, Rigby, Michael, de Ruyter, Ko, Bove, Liliana L., and Stern, Philip J.

Subjects
MEDICAL care, NONGOVERNMENTAL organizations, POLYPHARMACY, COGNITION, SELF-service (Economics)
Published
2018
Full Text
View/download PDF

17. The dynamics of the service delivery process: a value based-approach.

Author

de Ruyter, Ko

Subjects
SERVICE industries, QUALITY control, QUALITY of service, SATISFACTION, DYNAMICS, VALUES (Ethics), QUALITY, THEORY of knowledge
Abstract

The article presents information on the dynamics of the service delivery process. In the project a new approach to measuring service quality based on formal axiology is proposed and tested. Empirical work has been competed in three service settings in The Netherlands and in Sweden.

Published
1995

Catalog

Books, media, physical & digital resources
See catalog results