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Research Output 2003 2020

  • 1668 Citations
  • 27 Article
  • 19 Conference contribution
  • 1 Phd Thesis 1 (Research TU/e / Graduation TU/e)
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Article
2020
Attribution
Robot
Responsibility
Service failure
Frontline employees

What gets measured gets done: can self-tracking technologies enhance advice compliance

Falk, T., Klein, J., Wittkowski, K., Schepers, J. J. L., Aspara, J. & Bergner, K., 14 Jan 2020, (Accepted/In press) In : Journal of Service Research.

Research output: Contribution to journalArticleAcademicpeer-review

self-efficacy
experiment
well-being
Compliance
Experiments
2019
30 Downloads (Pure)
Open Access
File
Personnel
Managers
Formalization
Expert knowledge
Contingency

Service robot implementation: a theoretical framework and research agenda

Belanche Gracia, D., Casaló, L., Flavián, C. & Schepers, J., 3 Oct 2019, In : Service Industries Journal.

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
Robots
Research agenda
Robot
Theoretical framework
Artificial intelligence
2018
4 Citations (Scopus)
103 Downloads (Pure)

Are conservative approaches to new product selling a blessing in disguise?

van der Borgh, W. & Schepers, J. J. L., Sep 2018, In : Journal of the Academy of Marketing Science. 46, 5, p. 857-878

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
New products
Salespeople
Salesforce
Perceived risk
Information support
3 Citations (Scopus)
317 Downloads (Pure)

Brand advocacy in the frontline: how does it affect customer satisfaction?

Schepers, J. J. L. & Nijssen, E. J., Feb 2018, In : Journal of Service Management. 29, 2, p. 230-252 23 p.

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
advocacy
services
Customer satisfaction
Advocacy
effect
2016
12 Citations (Scopus)
1 Downloads (Pure)

How mobile payment influences the overall store price image

Falk, T., Kunz, W. H., Schepers, J. J. L. & Mrozek, A. J., 2016, In : Journal of Business Research. 69, 7, p. 2417-2423

Research output: Contribution to journalArticleAcademicpeer-review

Mobile payment
Payment
Cash
Price level
Retailers
10 Citations (Scopus)
5 Downloads (Pure)

Innovation in the frontline: Exploring the relationship between role conflict, ideas for improvement, and employee service performance

Schepers, J. J. L., Nijssen, E. J. & van der Heijden, G. A. H., 2016, In : International Journal of Research in Marketing. 33, 4, p. 797-817

Research output: Contribution to journalArticleAcademicpeer-review

Role conflict
Employees
Innovation
Service performance
Frontline employees
12 Citations (Scopus)
15 Downloads (Pure)

Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship

Nijssen, E. J., Schepers, J. J. L. & Belanche, D., 20 Jun 2016, In : Journal of Service Management. 27, 3, p. 276-298 23 p.

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
cost
innovation
education
services
Attribution
2015
32 Citations (Scopus)
10 Downloads (Pure)

Multichannel customer segmentation : does the after-sales channel matter? : a replication and extension

Keyser, A., Schepers, J. J. L. & Konus, U., 2015, In : International Journal of Research in Marketing. 32, 4, p. 453 - 456

Research output: Contribution to journalArticleAcademicpeer-review

Segmentation
Replication
Customer segmentation
Information products
Self-report
2014
11 Citations (Scopus)
99 Downloads (Pure)

Do retailers really profit from ambidextrous managers? : the impact of frontline mechanisms on new and existing product selling performance

Borgh, van der, W. & Schepers, J. J. L., 2014, In : Journal of Product Innovation Management. 31, 4, p. 710-727 18 p.

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
Profitability
Sales
Managers
Personnel
Retailers
3 Downloads (Pure)

Het innovatiepotentieel van klantenservicemedewerkers benutten

Schepers, J. J. L. & Langerak, F., 2014, In : Maandblad voor Accountancy en Bedrijfseconomie. 88, 7/8, p. 309-317 9 p.

Research output: Contribution to journalArticleProfessional

62 Citations (Scopus)
525 Downloads (Pure)

Trust transfer in the continued usage of public e-services

Belanche Gracia, D., Casalo, L. V., Flavián, C. & Schepers, J. J. L., 2014, In : Information and Management. 51, 6, p. 627-640 14 p.

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
Public administration
Internet
E-services
Public Administration
10 Citations (Scopus)
57 Downloads (Pure)

When do they care to share? : how manufacturers make contracted service partners share knowledge

Vries, de, J. J. A. P., Schepers, J. J. L., Weele, van, A. J. & Valk, van der, W., 2014, In : Industrial Marketing Management. 43, 7, p. 1225-1235

Research output: Contribution to journalArticleAcademicpeer-review

Open Access
File
Knowledge sharing
Manufacturing firms
Knowledge transfer
Managers
Customer service
2013
30 Citations (Scopus)

Don't fix it, make it better! : using frontline service employees to improve recovery performance

Heijden, van der, G. A. H., Schepers, J. J. L., Nijssen, E. J. & Ordanini, A., 2013, In : Journal of the Academy of Marketing Science. 41, 5, p. 515-530 16 p.

Research output: Contribution to journalArticleAcademicpeer-review

Service employees
Knowledge sourcing
Innovation
Service recovery
Employees
2012
42 Citations (Scopus)
6 Downloads (Pure)

Principles and principals : do customer stewardship and agency control compete or complement when shaping frontline employee behavior?

Schepers, J. J. L., Falk, T., Ruyter, de, J. C., Jong, de, A. & Hammerschmidt, M., 2012, In : Journal of Marketing. 76, 6, p. 1-20 19 p.

Research output: Contribution to journalArticleAcademicpeer-review

Stewardship
Employee behaviour
Frontline employees
Employees
Marketing
30 Citations (Scopus)
2 Downloads (Pure)

Understanding workplace boredom among white collar employees : temporary reactions and individual differences

Heijden, van der, G. A. H., Schepers, J. J. L. & Nijssen, E. J., 2012, In : European Journal of Work and Organizational Psychology. 21, 3, p. 349-375 27 p.

Research output: Contribution to journalArticleAcademicpeer-review

Boredom
Individuality
Workplace
Time Management
Least-Squares Analysis
2011
9 Citations (Scopus)
5 Downloads (Pure)

Fields of gold : perceived efficacy in virtual teams of field service employees

Schepers, J. J. L., Jong, de, A., Ruyter, de, J. C. & Wetzels, M. G. M., 2011, In : Journal of Service Research. 14, 3, p. 372-389 19 p.

Research output: Contribution to journalArticleAcademicpeer-review

field service
gold
Gold
employee
Personnel
2010
76 Citations (Scopus)

The service quality-satisfaction link revisited : exploring asymetries and dynamics

Falk, T., Hammerschmidt, M. & Schepers, J. J. L., 2010, In : Journal of the Academy of Marketing Science. 38, 3, p. 288-302

Research output: Contribution to journalArticleAcademicpeer-review

Quality attributes
Service quality
Structural equation modeling
Customer relationship
Customer delight
2008
39 Citations (Scopus)
2 Downloads (Pure)

Psychological safety and social support in groupware adoption : a multi-level assessment in education

Schepers, J. J. L., Jong, de, A., Wetzels, M. G. M. & Ruyter, de, J. C., 2008, In : Computers and Education. 51, 2, p. 757-775 19 p.

Research output: Contribution to journalArticleAcademicpeer-review

Groupware
social support
Education
tutor
education
399 Citations (Scopus)
9 Downloads (Pure)

The acceptance and use of a virtual learning environment in China

Raaij, van, E. M. & Schepers, J. J. L., 2008, In : Computers and Education. 50, 3, p. 838-852 15 p.

Research output: Contribution to journalArticleAcademicpeer-review

learning environment
acceptance
China
anxiety
Supervisory and executive programs
2007
689 Citations (Scopus)
4 Downloads (Pure)

A meta-analysis of the technology acceptance model : investigating subjective norm and moderation effects

Schepers, J. J. L. & Wetzels, M. G. M., 2007, In : Information and Management. 44, 1, p. 90-103 14 p.

Research output: Contribution to journalArticleAcademicpeer-review

Meta-analysis
Subjective norm
Moderation
Technology acceptance model
Factors
118 Citations (Scopus)
3 Downloads (Pure)

Identifying cross-channel dissynergies for multichannel service providers

Falk, T., Schepers, J. J. L., Hammerschmidt, M. & Bauer, H. H., 2007, In : Journal of Service Research. 10, 2, p. 143-160 18 p.

Research output: Contribution to journalArticleAcademicpeer-review

Consumer behavior
service provider
Internet
consumption behavior
trend
2006
96 Downloads (Pure)

Bankzitters : hoe krijg je ze online?

Schepers, J. J. L., 2006, In : Marktvisie: Tijdschrift voor de Marketeer. 18, 1, p. 22-26 4 p.

Research output: Contribution to journalArticleProfessional

Open Access
File
2005
80 Citations (Scopus)

Leadership styles in technology acceptance : do followers practice what leaders preach?

Schepers, J. J. L., Wetzels, M. G. M. & Ruyter, de, J. C., 2005, In : Managing Service Quality. 15, 6, p. 496-508

Research output: Contribution to journalArticleAcademicpeer-review

Technology acceptance
Leadership style
Follower
Perceived usefulness
Technology use
2003
1 Downloads (Pure)

Zes-dimensiemodel structureert keuzes voor ontwerp geo-loket (part 1)

Schepers, J. J. L., 2003, In : Vi Matrix. 11, 6, p. 34-36

Research output: Contribution to journalArticleProfessional

1 Downloads (Pure)

Zes-dimensiemodel structureert keuzes voor ontwerp geo-loket (part 2)

Schepers, J. J. L., 2003, In : Vi Matrix. 11, 7, p. 20-22

Research output: Contribution to journalArticleProfessional