Expert profile: Ko de Ruyter

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Expert description:
Recent publications include:
 + Answering the Call for Customer Driven Quality: Overview of the
 Call Center Industry
 The Impact of Perceived Listening Behavior in Voice-to-Voice Service
 Encounters
 + The Role of Corporate Image and Extension Similarity in Service
 Brand Extensions
 + The Impact of Electronic Commerce as a Format of Product Purchase
 on Consumer Retail Shopping Alternatives
 + Operational Determinants of Caller Satisfaction in the Call Center
 + www.mmm (No Pun Intended) or the Reconstruction of Interactivity
 in Services Marketing
 + Customer Adaptation of E-service: An Experimental Study
 + Role Stress in Call Centers: Its Effects on Employee Performance
 and Satisfaction