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Research Output

  • 1801 Citations
  • 28 Article
  • 19 Conference contribution
  • 1 Paper
  • 1 Phd Thesis 1 (Research TU/e / Graduation TU/e)
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Conference contribution
2015

The effect of attributions of self-service technology users on their exchange relationships with service providers

Schepers, J., Nijssen, E. & Belanche Gracia, D., 2015, EMAC Proceedings “Collaboration in Research”, 26-29 May 2015, Leuven, Belgium. Warlop, L. & Muylle, S. (eds.). Leuven: European Marketing Academy, p. 205 1 p.

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademic

Open Access
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179 Downloads (Pure)
2013

Disentangling the effects of role stress on service performance : the role of frontline employees' ideas for improvement

Heijden, van der, G. A. H., Schepers, J. J. L. & Nijssen, E. J., 2013, Proceedings of the 2013 AMA Winter Marketing Educators’ Conference : Challenging the Bounds of Marketing Thought. Burroughs, J. & Rindfleisch, A. (eds.). Chicago: American Marketing Association (AMA), p. 220-221 (AMA Winter Educators' Conference - Proceedings; vol. 24).

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Open Access
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39 Downloads (Pure)

Do retailers profit from ambidextrous managers? : influence of frontline mechanisms during new and existing product selling

Borgh, van der, W. & Schepers, J. J. L., 2013, Proceedings of the 2013 AMA Winter Marketing Educators’ Conference : Challenging the Bounds of Marketing Thought. Rindfleisch, A. (ed.). Chicago: American Marketing Association (AMA), p. 135-136 (AMA Winter Educators' Conference - Proceedings; vol. 24).

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Open Access
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35 Downloads (Pure)
2012

Triggering knowledge sharing behavior of customer-facing service partners : the influence of contract setup and relationship quality

Vries, de, J. J. A. P., Schepers, J. J. L., Valk, van der, W. & Weele, van, A. J., 2012, Proceedings of the 21st Annual IPSERA Conference : Purchasing and Supply Management in a Changing World, 1-4 April 2012, Naples, Italy. Esposito, E. (ed.).

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademic

Using frontline service employees for recovery service improvement.

Heijden, van der, G. A. H., Schepers, J. J. L. & Nijssen, E. J., 2012, Proceedings of the SERVSIG international Service Research Conference (AMA SERVSIG 2012) June 7-9 2012, Helsinki, Finland. Heinonen, K. (ed.). Helsinki

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademic

2011

Exploring spillover effects of post-sale services in vertical service delivery networks

Hammerschmidt, M., Falk, T., Schepers, J. J. L. & Scheer, L., 2011, AMA Winter Educators' Conference 2011 : marketing theory and applications, 18-20 Februari 2011, Austin, Texas. Srinivasan, R. & McAlistar, L. (eds.). Redhook: Curran Associates, p. 310-311 (AMA Educators Proceedings; vol. 22).

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Open Access
File
34 Downloads (Pure)

Service failure as a source of innovation : how frontline employee behaviors benefit the generation of new product and service ideas

Heijden, van der, G. A. H., Schepers, J. J. L. & Nijssen, E. J., 2011, Participation in the 24th Doctoral Colloquium at the European Marketing Academy Conference. Ljubljana

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademic

2010

Dealing with workplace boredom : a new challenge for internal marketing

Heijden, van der, G. A. H., Schepers, J. J. L. & Nijssen, E. J., 2010, Proceedings of the 48th Society for Marketing Advances (SMA). Atlanta, Georgia

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademic

Team stewardship in customer service teams : antecedents and consequences

Schepers, J. J. L., Jong, de, A. & Ruyter, de, J. C., 2010, Proceedings of the AMA Winter Marketing Educators' Conference 2010, February 19-22 , 2010 New Orleans, USA. Brady, M. K. & Hartline, M. D. (eds.). American Marketing Association (AMA), p. 109-110

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Open Access
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49 Downloads (Pure)
2009

Customer stewardship in service teams : a multilevel assessment

Schepers, J. J. L., Jong, de, A. & Ruyter, de, J. C., 2009, 11th QUIS conference : Moving Forward with Service Quality (QUIS11), June 11-14, 2009, Wolfsburg, Germany. Brown, S. W. (ed.).

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademic

Virtualizing customer service teams : The role of virtual teams efficacy.

Schepers, J. J. L., Jong, de, A., Ruyter, de, J. C. & Wetzels, M. G. M., 2009, Proceedings of the 18th Annual Frontiers in Service Conference. Honolulu, Hawaii, USA

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademic

2008

Customer stewardship in service teams : a multilevel assessment

Jong, de, A., Schepers, J. J. L. & Ruyter, de, J. C., 2008, 17th Annual Frontiers in Service Conference, Washington, DC, USA.

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Enhancing boundary-spanning service employees' performance : the importance of GDSS potency in service teams

Schepers, J. J. L., Jong, de, A., Ruyter, de, J. C. & Wetzels, M. G. M., 2008, Marketing landscapes : a pause for thought. Conference proceedings of the 37th EMAC conference May 27-30, 2008. Brighton: University of Brighton, p. 95-

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

2 Downloads (Pure)

The impact of electronic service quality on customer satisfaction over time

Schepers, J. J. L., Falk, T. & Hammerschmidt, M., 2008, Conference proceedings of the 36th Society for Marketing Advances 2008 Conference, 4-9 November, 2008. St. Petersburg, FL, USA

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

2007

Consumer acceptance of innovative mobile telecommunication services : integrating technology readiness into the technology acceptance model

Wouters, J. P. M., Schepers, J. J. L., Land, van 't, M. F. P. & Wetzels, M. G. M., 2007, Proceedings of the 36th European Marketing Academy Conference, May 22-25, 2007, Reykjavik, Iceland.

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Identifying cross-channel dissynergies for multi-channel service providers

Hammerschmidt, M., Falk, T. & Schepers, J. J. L., 2007, Proceedings of 2006 INFORMS Marketing Science Conference, June 8-10, 2006. Pittsburgh, USA: INFORMS Institute for Operations Research and the Management Sciences

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

2006

Should I Stay or Should I Go? The Role of Status Quo for Using New Self-Service

Falk, T., Schepers, J. J. L., Hammerschmidt, M. & Grossenbacher, S., 2006, Conference Proceedings of the 35th European Marketing Academy. Athens

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Technology acceptance : a meta-analytical view on subjective norm and moderation

Schepers, J. J. L. & Wetzels, M. G. M., 2006, Conference Proceedings of the 35th European Marketing Academy Conference. Athens

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

2005

Antecendents of computer acceptance behavior in a service context: empirical findings

Schepers, J. J. L., Wetzels, M. G. M., Lindgreen, A. & Ruyter, de, J. C., 2005, Proceedings of the 34th European Marketing Academy Conference. Milan, Italy: Bocconi University

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review