Ko de Ruyter
King's College London
AdvertisingEmpirical researchService qualitySociologyBusinessAugmented realityPsychologyMarketingPolitical scienceCustomer satisfactionPerspective (graphical)Value (ethics)Quality (business)Context (language use)Service (business)Public relationsComputer scienceSocial mediaKnowledge managementSocial psychology
Publications 201
#1Terrence Chong (UNSW: University of New South Wales)
#2Ting Yu (UNSW: University of New South Wales)H-Index: 5
Last. Ko de Ruyter (UNSW: University of New South Wales)H-Index: 57
view all 4 authors...
Abstract null null AI-chatbots as frontline agents promise innovative opportunities for shaping service offerings that benefit customers and retailers. Examining current practice through the lens of agency, as defined by Social Cognitive Theory, we present a 3-level classification of AI-chatbot design (anthropomorphic role, appearance and interactivity) and examine how the combination of these three aspects of chatbot design impacts on the complementarities of agency. Recognizing current impleme...
#1Tim Hilken (UM: Maastricht University)H-Index: 7
#2Mathew Chylinski (UNSW: University of New South Wales)H-Index: 11
Last. Dominik Mahr (UM: Maastricht University)H-Index: 19
view all 6 authors...
Despite the promise of augmented reality (AR) and virtual reality (VR) to help experiential retailers align online and offline experiences, guidance on choosing or combining these technologies is lacking. In three experiments, we address this research gap by investigating the individual and combined impact of AR and VR on key marketing objectives. First, we establish that AR is more effective in stimulating purchase intentions than VR, due to its ability to support customers in fluent product-fo...
#1Ko de Ruyter ('KCL': King's College London)H-Index: 57
#2Debbie Isobel Keeling (University of Sussex)H-Index: 17
Last. Darren W. Dahl (UBC: University of British Columbia)H-Index: 53
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#1Chahna Gonsalves ('KCL': King's College London)
#2Stephan Ludwig (University of Melbourne)H-Index: 9
Last. Ashlee Humphreys (NU: Northwestern University)H-Index: 14
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For service researchers, contributing to academic advancement through academic publications is a raison d’etre. Moreover, demand is increasing for service researchers to make a difference beyond ac...
#1Stephan Ludwig (University of Melbourne)H-Index: 9
#2Dennis HerhausenH-Index: 10
Last. Peter J. Urwin (University of Westminster)H-Index: 12
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The proliferating gig economy relies on online freelance marketplaces, which support relatively anonymous interactions by text-based messages. Informational asymmetries thus arise that can lead to ...
#2C. Anthony Di Benedetto (TU: Temple University)H-Index: 29
#6Michael D. Hutt (ASU: Arizona State University)H-Index: 16
Complex services, such as healthcare, struggle to realize the benefits of value co-creation due to the substantial challenges of managing such services over the long-term. Key to overcoming these challenges to value co-creation is a profound understanding of dialogue (i.e., ‘quality of discourse’ facilitating shared meaning) during service interactions. Contributing to an emerging literature, we undertake a longitudinal, ethnographic study to assess dialogue between professionals and patients th...
7 CitationsSource
#1Ting YuH-Index: 5
#2Ko de RuyterH-Index: 57
Last. Ching Fu ChenH-Index: 36
view all 4 authors...
#1Ad de Jong (CBS: Copenhagen Business School)H-Index: 17
#2Ko de Ruyter (University of Cambridge)H-Index: 57
Last. Torsten Ringberg (CBS: Copenhagen Business School)H-Index: 13
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Abstract The marketing of B2B services has become an important field of academic enquiry. Industrial Marketing Management scholars have contributed to building a robust body of scholarship on the role of services as an indispensable aspect of company’s strategic performance process. However, with digitization, there is a clear need for theoretical concepts and frameworks that can guide companies in the development of contemporary and strategic roadmaps for their B2B service marketing strategies ...
2 CitationsSource
#1Jonas Heller (UNSW: University of New South Wales)H-Index: 8
#2Mathew Chylinski (UNSW: University of New South Wales)H-Index: 11
Last. Dominik Mahr (UM: Maastricht University)H-Index: 19
view all 6 authors...
The rise of augmented reality (AR) technology, which overlays digital content to alter customers’ views of a physical service setting, using mobile and wearable computing, drives the digital automation of physical services. In particular, it promises to achieve tangibility even in service encounters delivered in digital formats. However, customer engagement with AR is falling short of expectations. Managers lack an integrated framework of AR service automation and therefore tend to focus on the ...
9 CitationsSource