Ko de Ruyter

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Total Citations

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About

Ko de Ruyter is a pioneering scholar in service marketing and technology-mediated interactions, with a distinguished career spanning decades. His research focuses on the intersection of artificial intelligence, customer engagement, and service innovation, particularly how AI-powered conversational agents reshape stakeholder relationships. A seminal contribution is his work on stakeholder engagement with AI service interactions, where he examines how embodied conversational agents can co-create value despite persistent customer skepticism—a study that has already garnered early citations since its 2025 publication. Beyond this, de Ruyter has profoundly influenced service research through his investigations into customer loyalty, service quality, and the dynamics of technology adoption in service contexts. With over 20,000 citations to his name, his impact is reflected in numerous highly cited papers that have shaped both academic theory and industry practice. He has also served as editor-in-chief of leading journals and received multiple lifetime achievement awards, cementing his legacy as a thought leader who bridges cutting-edge technology with enduring principles of service excellence.