Birgelen, M. van

Jong, de A.

Ruyter, K. de

Wetzels, M.

English

Research Papers in Economics

A comparative study of country elites. Doctoral dissertation. Chapel Hill:

A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study.

A conceptual model of service quality and its implications for future research.

A cross-national investigation into the individual and national cultural antecedents of consumer innovativeness.

A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction.

A dynamic model of the duration of the customer’s relationship with a continuous service provider: The role of satisfaction.

A framework for comparing customer satisfaction across individuals and product categories.

A national customer satisfaction barometer: The Swedish experience.

An overview of the logic and rationale of hierarchical linear models.

Are consumers ready for the information age?

Assessing measurement invariance in crossnational consumer research.

Belief, attitudes, intention, and behavior: An introduction to theory and research.

Beyond individualism/collectivism: New cultural dimensions of values. In:

Beyond market orientation: When customers and suppliers disagree.

Channel expansion theory and the experiential nature of media richness perceptions.

Communication and culture: A guide for practice.

Confirmatory factor analysis models of factorial invariance: A multifaceted approach.

Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality.

Consumer tipping: A cross-country study.

Cross-national “laws“ and differences in market response.

Cultural influences on service quality expectations.

Culture’s consequences: International differences in work-related values.

Customer adoption of e-services: An experimental study.

Customer evaluations of service complaint experiences: Implications for relationship marketing.

Customer participation in services production and delivery.

Design and delivery of electronic services: Implications for customer value in electronic food retailing.

Developing global strategies for service businesses.

Diagnosing measurement equivalence in cross-national research.

Do we really need multiple-item measures in service research?

Global marketing management.

Hierarchical linear models and experimental design.

Hierarchical linear models: Applications and data analysis methods.

Intercultural computer-mediated communication.

Managing customer-initiated contacts with manufacturers: The impact on share of category requirements and word-of-mouth behavior.

Marketing across cultures.

Measuring acceptance of computer-mediated communication systems.

Measuring service quality: A reexamination and extension.

Merging service quality and service satisfaction: An empirical test of an integrative model.

MLwiN BETA Version 1.10.0005. Multilevel models project. London: Institute of Education.

Modeling multinational diffusion patterns: An efficient methodology.

Multilevel analysis: An introduction to basic and advanced multilevel modeling.

Nonlinear regression.

Organizational colleagues, media richness, and electronic mail: A test of the social influence model of technology use.

Paradoxes of technology: Consumer cognizance, emotions, and coping strategies, Working

Psychometric theory.

Rational and adaptive performance expectations in a customer satisfaction framework.

Return on quality (ROQ): Making service quality financially accountable.

Role of affect and need for interaction in on-site service encounters.

Satisfaction: A behavioral perspective on the consumer.

Self-service and technology: Unanticipated and unintended effects on customer relationships.

Self-service technologies: Understanding customer satisfaction with technology-based service encounters.

Service quality, profitability, and the economic worth of customers: What we know and what we need to learn.

Technology in service delivery: Implications for self-service and service support.

Technology infusion in service encounters.

Technology is ‘demolishing’ time, distance.

Technology Readiness Index (TRI): A multiple-item scale to measure readiness to embrace new technologies.

Technology-based service delivery: A classification scheme for developing marketing strategies.

Teleservices, call centres, and urban and regional development.

The American Customer Satisfaction Index: Nature, purpose, and findings.

The antecedents and consequences of customer satisfaction for firms.

The cultural relativity of organizational practices and theories.

The effects of culture and socioeconomics on the performance of global brand image strategies.

The evolution and future of national customer satisfaction index models.

The role of culture in the service evaluation process.

Tomorrow calling.

Translation and content analysis of oral and written materials.

Trust and communication in the United States and Japan.

Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences

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Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences

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Research Papers in Economics