Ko de Ruyter
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Journal Articles

The voice in the machine: designing embodied conversational agents for rapport in complex online service delivery

Terrence Chong, Ting Yu, Debbie Isobel Keeling, Ko de Ruyter, Tim Hilken
Journal: European Journal of Marketing
European Journal of Marketing (2026) 60 (5): 1142–1175.
https://doi.org/10.1108/EJM-04-2024-0340
Published: 07 April 2026
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Journal Articles

Guest editorial: Artificial intelligence as a market-facing technology: getting closer to the consumer through innovation and insight

Stuart Barnes, Ko de Ruyter
Journal: European Journal of Marketing
European Journal of Marketing (2022) 56 (6): 1585–1589.
https://doi.org/10.1108/EJM-05-2022-979
Published: 07 June 2022
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Journal Articles

Don’t you (forget about me): The impact of out-of-the-channel-loop perceptions in distribution channels

Ce (Jacky) Mo, Ting Yu, Ko de Ruyter
Journal: European Journal of Marketing
European Journal of Marketing (2020) 54 (4): 761–790.
https://doi.org/10.1108/EJM-05-2018-0324
Published: 05 March 2020
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Journal Articles

Technology push without a patient pull: Examining digital unengagement (DU) with online health services

Debbie Isobel Keeling, Ko de Ruyter, Sahar Mousavi, Angus Laing
Journal: European Journal of Marketing
European Journal of Marketing (2019) 53 (9): 1701–1732.
https://doi.org/10.1108/EJM-10-2017-0692
Published: 25 February 2019
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Journal Articles

Guest editorial: Marketing as an Integrator in Integrated Care

Debbie Isobel Keeling, Michael Rigby, Ko de Ruyter, Liliana L. Bove, Philip Stern
Journal: European Journal of Marketing
European Journal of Marketing (2018) 52 (11): 2194–2206.
https://doi.org/10.1108/EJM-11-2018-899
Published: 22 November 2018
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Journal Articles

Diagnosing member-customer ostracism in co-operatives and counterpoising its relationship-poisoning effects

Theo Benos, Nikos Kalogeras, Ko de Ruyter, Martin Wetzels
Journal: European Journal of Marketing
European Journal of Marketing (2018) 52 (9-10): 1778–1801.
https://doi.org/10.1108/EJM-11-2016-0634
Published: 03 August 2018
View article titled, Diagnosing member-customer ostracism in co-operatives and counterpoising its relationship-poisoning effects
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Journal Articles

The formation of a cross-selling initiative climate and its interplay with service climate

Ting Yu, Ko de Ruyter, Paul Patterson, Ching-Fu Chen
Journal: European Journal of Marketing
European Journal of Marketing (2018) 52 (7-8): 1457–1484.
https://doi.org/10.1108/EJM-08-2016-0487
Published: 12 April 2018
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Journal Articles

Assessing the effect of narrative transportation, portrayed action, and photographic style on the likelihood to comment on posted selfies

Stefania Farace, Tom van Laer, Ko de Ruyter, Martin Wetzels
Journal: European Journal of Marketing
European Journal of Marketing (2017) 51 (11-12): 1961–1979.
https://doi.org/10.1108/EJM-03-2016-0158
Published: 14 November 2017
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Journal Articles

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

Ting Yu, Paul Patterson, Ko de Ruyter
Journal: European Journal of Marketing
European Journal of Marketing (2015) 49 (3-4): 491–511.
https://doi.org/10.1108/EJM-10-2013-0549
Published: 13 April 2015
View article titled, Converting service encounters into cross-selling opportunities: Does faith in supervisor ability help or hinder service-sales ambidexterity?
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Journal Articles

Moments of sorrow and joy: An empirical assessment of the complementary value of critical incidents in understanding customer service evaluations

Gaby Odekerken‐Schröder, Marcel van Birgelen, Jos Lemmink, Ko de Ruyter, Martin Wetzels
Journal: European Journal of Marketing
European Journal of Marketing (2000) 34 (1-2): 107–125.
https://doi.org/10.1108/03090560010306232
Published: 01 February 2000
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Journal Articles

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

Josée Bloemer, Ko de Ruyter, Martin Wetzels
Journal: European Journal of Marketing
European Journal of Marketing (1999) 33 (11-12): 1082–1106.
https://doi.org/10.1108/03090569910292285
Published: 01 December 1999
View article titled, Linking perceived service quality and service loyalty: a multi‐dimensional perspective
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Journal Articles

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

Josée Bloemer, Ko de Ruyter
Journal: European Journal of Marketing
European Journal of Marketing (1998) 32 (5-6): 499–513.
https://doi.org/10.1108/03090569810216118
Published: 01 June 1998
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Journal Articles

The power of perceived service quality in international marketing channels

Ko de Ruyter, Martin Wetzels, Jos Lemmink
Journal: European Journal of Marketing
European Journal of Marketing (1996) 30 (12): 22–38.
https://doi.org/10.1108/03090569610153282
Published: 01 December 1996
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